DescriptionThe Opportunity (Hybride Ottawa)
We are seeking a highly skilled, client-focused, and commercially savvy
Technical Account Manager based in the
Ottawa area to serve as the dedicated technical champion and strategic partner for our high-volume enterprise customers.
In this critical role, you will be the single point of contact (SPOC) for our most valuable clients, bridging the gap between business objectives, technical execution, and commercial growth. As the TAM, you will own the technical relationship from the moment a sale closes-guiding clients through onboarding, leading live demos, managing technical escalations, and acting as the strategic liaison between clients and SMTP.com's internal Technical Support, Product, and Operations (Ops) teams. Additionally, you will bring a commercial mindset to the role, actively collaborating with commercial teams to secure account renewals and identify opportunities for expansion revenue.
Key ResponsibilitiesClient Onboarding & Sales Transition - The Post-sales Liaison: Partner with the Sales team to ensure a seamless handoff immediately after a contract is closed, ensuring no client requirements are lost in transition.
- Onboarding & Implementation: Lead the technical onboarding process for high-volume accounts, coordinating setup, IP warming strategies, and integration testing.
- Product Demonstrations:Conduct technical product demos and walk-throughs customized to the client's specific sending architecture and business needs.
Single Point of Contact & Technical Escalation- Technical Champion: Act as the dedicated, trusted technical advisor and primary escalation point for all technical issues, performance anomalies, and deliverability concerns.
- Support Liaison: Partner closely with Tier 2/3 Technical Support to expedite troubleshooting for high-priority incidents and ensure SLA compliance.
- Root Cause Analysis: Communicate complex technical resolutions and incident reports back to customers in an easy-to-understand, business-oriented manner.
Product & Operations (Ops) Liaison - Voice of the Customer: Collect and synthesize client feedback, feature requests, and pain points to deliver actionable insights directly to the Product team.
- Infrastructure & Ops Alignment: Coordinate with Operations and Infrastructure teams to monitor client sending volumes, plan for capacity scaling, and manage IP reputation/warm-up plans.
- Beta Testing & Feature Rollouts: Help premium clients adopt new SMTP.com features, coordinating testing feedback loops between clients and engineering.
Proactive Performance Optimization - Deliverability Audits: Regularly analyze sending logs, bounce rates, spam complaints, and authentication configurations (SPF, DKIM, DMARC) to proactively optimize clients' inbox placement.
- Technical Reviews: Conduct quarterly technical business reviews (TBRs) with key clients to report on delivery metrics, infrastructure health, and future growth alignment.
Commercial Alignment & Revenue Growth - Renewals Safeguarding: Proactively monitor account health, adoption, and deliverability performance to eliminate technical churn risks and guarantee successful client renewals
- Expansion Revenue: Maintain a deep understanding of customer growth plans to identify expansion opportunities, such as volume tier increases, additional dedicated IPs, or premium support add-ons
- Commercial Collaboration: Partner closely with Account Management and Sales to provide technical validation during upsell discussions, contract renegotiations, and renewals.
Job Qualifications- Location:Must be based in the Ottawa area and eligible to work in Canada.
- Experience:3-5+ years of experience in a Technical Account Manager, Solutions Architect, Technical Support Engineer, or equivalent high-touch technical customer-facing role in a SaaS/IaaS environment.
- Commercial Acumen: Proven experience or strong proficiency supporting commercial activities, including securing renewals, mitigating churn risk, and identifying organic account expansion/upsell opportunities.
- API Experience & Proficiency: Proven hands-on experience working with APIs (RESTful APIs, Webhooks). Must have a strong proficiency in troubleshooting API integrations, analyzing JSON/XML payload data, and assisting client developers with programmatic SMTP setups.
- Domain Expertise: Solid understanding of email infrastructure and protocols (SMTP, IMAP, POP3, DNS, HTTP).
- Deliverability Knowledge: Deep familiarity with email deliverability concepts, authentication protocols (SPF, DKIM, DMARC, BIMI), and sender reputation management.
- Communication: Exceptional verbal and written communication skills, with a proven ability to explain complex technical concepts to non-technical stakeholders (and vice-versa).
- Relationship Management: Proven track record of managing and retaining high-value, high-volume enterprise accounts.
- Analytical Mindset: Comfortable parsing technical logs, analyzing volume trends, and interpreting system performance metrics.
- Experience with server administration, basic scripting or querying tools (SQL) - Nice to Have
Compensation Range Ziff Davis provides a range for the base pay. Factors that may be used to determine your actual pay may include your specific job related knowledge, skills, experience, and geographic location. The salary compensation for this role is $100,000 OTE CAD. Individual pay within the compensation range for this business unit specific role is determined based on a variety of factors including experience, scope of the role, capabilities to perform the role, education and training, as well as business and company performance.
