Technical Account Manager

About Vocantas Vocantas provides workforce engagement and communication solutions for organizations where responsiveness and reliability are critical. Its platform helps customers improve staff communication, automate scheduling and outreach workflows, and increase operational efficiency. Vocantas supports organizations across North America in streamlining their processes and improving the experience for their staff and the people they serve. Vocantas is part of Fluent Software Group (a Valsoft Corporation operating group), a global acquirer and operator of vertical market software businesses. We focus on specialized industries where expertise creates lasting advantages. The Opportunity Vocantas is looking for a Technical Account Manager to make sure our customers succeed after they buy, partnering with the Account Executive who owns each account. This role blends hands-on support, adoption strategy and product expertise. You’ll triage and resolve customer issues, work with internal teams to move them forward, present insights at QBRs, and identify opportunities to expand. You’ll also have an opportunity to improve how the team operates by spotting gaps, suggesting practical solutions, and helping build stronger customer success processes as the organization evolves. Location: Canada (remote) While we aim to keep to regular business hours, this role requires the flexibility to support customers outside those hours, and across time zones, when urgent issues arise. The salary for this role is $60,000–75,000 per year, plus an annual performance bonus and an uncapped expansion incentive. Final compensation will be determined based on experience, skills, and qualifications. What You’ll Own Customer Support 

• Act as the first point of contact when customers in your portfolio experience an issue or need assistance. 

• Troubleshoot and resolve support tickets, bringing in Support, Product or Engineering when an issue needs their expertise. 

• Manage customer escalations and sensitive situations with clear communication and consistent follow-through. 

Triage, Prioritization & Internal Communication 

• Triage and prioritize customer issues and activities across your portfolio to meet service commitments. 

• Work with Support, Product and Engineering on complex issues, providing the context needed to move them toward resolution, and keep customers informed throughout. 

• Track customer commitments, open action items, and internal follow-ups through to completion. 

Engagement & Adoption Strategy 

• Lead onboarding activities for Enterprise customers, including milestone planning, progress tracking, and adoption support. 

• Build strong customer relationships through proactive communication, regular engagement, and a clear understanding of each customer’s needs. 

• Identify at-risk accounts early through customer feedback, usage trends, and engagement patterns, and proactively drive recovery plans. 

QBRs & Account Strategy 

• Partner with the Account Executive on structured Quarterly Business Reviews (QBRs) focused on customer outcomes, adoption, and future priorities. 

• Present usage and value insights, and follow through on the action items that come out of each review. 

Expansion & Renewals 

• Identify expansion opportunities across your accounts and support the Account Executive through to close. 

• Support renewal conversations with insight into account health, risks and value delivered. 

Product Expertise & Continuous Improvement 

• Develop deep expertise in the Vocantas platform and serve as a trusted advisor, guiding customers on best practices and training them to get the most out of the product. 

• Look for gaps, inefficient processes, or recurring customer issues and bring forward practical solutions to improve how the team works. 

• Collaborate closely with Product, Engineering, Support, and Sales to address customer needs and improve the overall customer experience. 

• Contribute to the development of customer success processes, playbooks, and AI-supported workflows. 

What We’re Looking For

• 3–5 years of experience in Technical Account Management, Customer Success, or a similar customer-facing role within a B2B SaaS environment. 

• Exceptional written and verbal communication skills, with the confidence to work with customers by email and phone, lead meetings, and deliver training. 

• Comfortable troubleshooting and resolving a range of technical issues, and knowing when to bring in other teams. 

• Ability to triage and prioritize competing customer issues and activities. 

• Experience managing customer relationships, escalations, and onboarding and adoption initiatives. 

• Comfortable presenting data and insights to customer stakeholders. 

• Experience identifying expansion opportunities and supporting a sales partner through to close. 

• Ability to learn a product deeply and become a trusted advisor to customers. 

• An AI-first approach to your work: you look for ways AI and automation can make you faster, sharper and more scalable, and you bring those ideas to the team. 

• Strong project management and organizational skills, with the ability to manage multiple priorities at once. 

• Experience working cross-functionally with Product, Engineering, Support, and Sales teams. 

• A proactive, solution-oriented mindset: you notice what is not working, bring forward ideas, and follow through on improvements. 

Strongly Preferred 

• Experience serving customers in healthcare, public sector or manufacturing. 

• Experience using platforms such as Salesforce and Jira. 

• Experience working within organizations where processes and tooling are actively evolving. 

Why Vocantas?

• Make a visible impact: join a small team where your decisions, ideas, and improvements can directly influence the customer experience. 

• Own the customer relationship: become the person your accounts rely on, from ongoing partnership and guidance to solving day-to-day issues. 

• Work closely across the business: collaborate directly with Product, Engineering, Support, and Sales to get customers the answers and outcomes they need. 

• Help improve how the team works: identify what could work better and have a meaningful role in shaping processes, playbooks, and tools. 

• Entrepreneurial Energy: No two days look the same. You’ll work on meaningful problems with real business impact. 

• High Autonomy, High Impact: Own your work from Day 1 in a team that trusts you to deliver. 

• Learning-Driven Culture: A continuous improvement mindset across product, process, and people. 

Join Us Join Vocantas and become a trusted partner to our customers while solving real problems and helping us continuously improve how we support them. We use AI-powered tools (including transcription and automated note-taking) during portions of our interview process to support a consistent and thorough candidate experience. Candidates who require alternative accommodation may request it at any stage of the recruitment process.  Fluent Software Group is committed to building diverse, equitable, and inclusive teams. We welcome applications from candidates of all backgrounds, identities, and experiences, and all qualified applicants will be considered without regard to race, gender, age, disability, religion, sexual orientation, or any other protected characteristic.  #Vocantas