Location
- Ottawa and Toronto, Canada - Hybrid
- Other Canada and US locations - Remote
About the team
The Technical Account Manager (TAM) serves as the strategic technical advisor for Kinaxis’ most complex and strategic customers. This role develops deep expertise in customer environments and business processes, providing leadership and guidance that helps customers maximize solution value, improve operational performance, and achieve long-term business outcomes.
As a recognized subject matter expert, the TAM proactively manages solution health, identifies optimization opportunities, mitigates technical risk, and leads complex customer initiatives that drive adoption, stability, scalability, and retention. This role partners closely with Customer Success, Product Management, Support, Cloud Operations, and customer Centres of Excellence (CoEs) to influence both customer outcomes and internal product and service improvements.
Vacancy Status
This is an existing job vacancy
What you will do
- Serve as the primary technical advisor for a portfolio of strategic customers.
- Develop deep expertise in customer environments, business processes, and solution architecture.
- Lead technical reviews to identify risks, optimization opportunities, and improvement plans.
- Investigate complex technical issues, perform root cause analysis, and drive resolution.
- Recommend and implement solution improvements, engaging cross functional teams as scope and complexity require. Maintain technical ownership of customer production environments and overall solution health.
- Partner with Customer Success, Support, Product Management, and Cloud Operations to drive customer outcomes.
- Advise customers on best practices, platform capabilities, and evolving business requirements.
- Identify recurring issues, product gaps, and enhancement opportunities to improve customer outcomes.
- Contribute to TAM standards, methodologies, and knowledge sharing across the organization.
What we are looking for
- Bachelor's degree in Computer Science, Engineering, Information Systems, Supply Chain, or a related field, or an equivalent combination of education and experience.
- 7+ years in customer-facing technical such as Technical Account Manager, Solution Consultant, Customer Success Engineer, or similar positions.
- 3+ years of hands-on Kinaxis Maestro experience (solution development/authoring, configuration, integrations/data flows, and troubleshooting)
- Deep expertise supporting enterprise SaaS solutions and complex customer environments.
- Strong troubleshooting, root cause analysis, and technical problem-solving skills.
- Proven ability to influence technical and business stakeholders and build trusted customer relationships.
- Demonstrated ability to lead complex customer initiatives and work independently in ambiguous environments.
- Experience in supply chain, planning, logistics, manufacturing, or related enterprise business processes preferred.
- Working knowledge of SQL, APIs, data analysis, reporting, or scripting tools.
- Strong written and verbal communication skills, including the ability to present technical concepts to both technical and non-technical audiences.
- Ability to travel to customer sites
#Senior #LI-CS1
Work With Impact: Our platform directly helps companies power the world’s supply chains. We see the results of what we do out in the world every day, when we see store shelves stocked, when medications are available for our loved ones, and so much more.
Work with Fortune 500 Brands: Companies across industries trust us to help them take control of their integrated business planning and digital supply chain. Some of our customers include Lockheed Martin, Unilever, P&G, ExxonMobil, Cisco and more.
Social Responsibility at Kinaxis: Our Diversity, Equity, and Inclusion Committee weighs in on hiring practices, talent assessment training materials, and mandatory training on unconscious bias and inclusion fundamentals. Sustainability is key to what we do and we’re committed to a long-term net-zero operations strategy. We are involved in our communities and support causes where we can make the most impact.
People matter at Kinaxis and here are some of the perks and benefits we offer, which may vary by location and employee:
- Flexible vacation and Kinaxis Days (company-wide days off)
- Flexible work options
- Physical and mental well-being programs
- Regularly scheduled virtual fitness classes
- Mentorship programs, training, and career development
- Recognition programs and referral rewards
- Hackathons
