Enterprise Technical Account Manager

2 weeks ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Direct message the job poster from Apex Systems

Apex Systems , a global IT services provider, has an opening within our Consulting Practice in the Online Retail space. We are seeking an experienced Enterprise Technical Account Manager (TAM) with strong API troubleshooting , automation , and B2B experience to support one of our large e-commerce/retail clients.

Contract/FTE : contract

Location: Toronto, hybrid model

Start Date: ASAP

Overview

As an Enterprise Technical Account Manager, you will leverage your customer-facing skills, technical expertise, and relationship-building capabilities to guide retailers through the client’s platform. You’ll be responsible for leading technical conversations across a set of enterprise retail accounts, helping to solve large-scale business challenges, and working closely with Engineering, Product, Business Development, and other cross-functional teams.

This is an exciting opportunity for a self-driven and highly motivated professional seeking a meaningful role in transforming how consumers shop through an innovative e-commerce platform.

Key Responsibilities

1. Technical Support & Relationship Management

• Serve as the technical point of contact for retailer partners.
• Own the success of partner technical deployments, including releases, upgrades, bug fixes, and enhancements.
• Diagnose and triage issues related to platform functionality and 3rd-party integrations.

2. Performance Optimization & Customer Advocacy

• Continuously monitor technical performance across your portfolio — error rates, data feeds, uptime, etc.
• Proactively adjust configurations and settings to improve platform health.
• Advocate on behalf of customers for product enhancements or issue resolution.

3. Cross-Functional Collaboration & Execution

• Collaborate with geographically dispersed teams including Engineers, Product Managers, and Business Development.
• Lead technical status calls and ensure resolution of open issues (across production and non-production environments).
• Coordinate with internal teams to plan, mitigate, and execute production changes.
• Triage and manage retailer tickets through Jira Service Desk while meeting SLA requirements.
• Drive continuous process improvement and operational maturity using learnings from incidents and feedback.

4. Documentation & Knowledge Sharing

• Maintain up-to-date internal documentation, including integration specifics and technical support processes.
• Create and share “best practices” and playbooks for internal and external stakeholders.
• Stay current on platform features, best practices, and limitations.

About You

• Education & Experience:
• Bachelor’s degree in Computer Science, or related field (or equivalent experience).
• 2+ years in a Technical Account Manager role supporting enterprise-level SaaS solutions.
• Technical Proficiency:
• Solid understanding of distributed systems, release/version management, and SaaS logistics.
• Hands-on experience with SQL and RESTful APIs.
• Comfortable with Linux command line and Git.
• Exposure to programming languages such as Python or Ruby is a plus.
• Incident & Process Management:
• Experience with incident management in production environments.
• Proven ability to initiate and lead process improvements to enhance customer outcomes.
• Highly independent, self-motivated, and thrives in fast-paced, ambiguous settings.
• Excellent communication, presentation, and stakeholder management skills.
• Strong analytical mindset with a data-driven decision-making approach.
• Able to translate complex technical concepts for non-technical and executive audiences.
• Bonus Skills:
• Familiarity with DevOps tools like Jenkins, Spinnaker, AirFlow, Terraform.
• Experience with cloud environments (AWS, GCP), containers (Docker), and orchestration (Kubernetes).

You Will Work Closely With:

• Business Development
• Technical Project Management
• Solutions Delivery
• You will report into our client’s Engineering Organization and play a key role on the Technical Delivery Team .

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at Apex Systems by 2x

Get notified about new Technical Account Manager jobs in Toronto, Ontario, Canada .

Grocery Retailer, and Pharmacy Key Account Manager (KAM)

Customer Success Manager - Strategic Accounts

Toronto, Ontario, Canada CA$90,000.00-CA$110,000.00 4 weeks ago

Manager, Restaurant Technology Support, Tim Hortons, Canada

Toronto, Ontario, Canada CA$100,000.00-CA$125,000.00 1 month ago

Toronto, Ontario, Canada CA$110,000.00-CA$130,000.00 21 hours ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.