Sr. Technical Account Manager - Remote Canada

Blue Mantis - Toronto, OH

Full-time - Mid Level

Remote - Toronto, OH

11-50 employees

About the position

The Senior Technical Account Manager (TAM) at Blue Mantis is responsible for managing relationships with key stakeholders, ensuring effective communication and collaboration between customers and internal teams. This role involves providing technical guidance, troubleshooting assistance, and driving improvements in managed services. The TAM will analyze operational delivery metrics, participate in problem management, and advocate for customers during high-severity incidents, all while identifying growth opportunities for managed services.

Responsibilities

• Establish and maintain strong relationships with key stakeholders, including technical teams within the customer's organization and internal teams.
• Provide technical guidance and troubleshooting assistance based on in-depth knowledge of customer environments and technologies.
• Conduct periodic reviews of operational delivery, analyzing ticket and alert data to identify trends and improve service delivery.
• Act as an escalation point for customers during high-severity incidents, coordinating with internal technical teams for timely resolutions.
• Participate in issues proactively and reactively, driving business reliability and customer satisfaction.
• Provide regular reports and participate in reviews such as daily standups, quarterly business reviews, and monthly check-ins.
• Drive Problem Management by analyzing incident metrics and working with technical teams to develop strategies for reducing repeat issues.
• Govern the internal Change Management process, ensuring compliance and advocating for customer needs in change management.
• Identify areas for service expansion and advocate for the development of capabilities to meet customer needs.
• Collaborate with local and global teams, adapting to global work culture and coaching team members.

Requirements

• 3-5 years of experience as a Technical Account Manager.
• 10+ years of experience in Technical Operations Delivery.
• Excellent customer service and organizational skills.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office.
• Administrator/expert equivalent certifications in Microsoft Technologies (including Azure), Cloud, Virtualization, and/or Networking technologies (such as Cisco or Fortinet).
• Experience as a Microsoft Administrator or expert level in Fortinet or Cisco network administration.
• Experience with ITSM and Proactive Monitoring Platforms.
• Working knowledge of ITIL processes.
• Experience working with vendors and/or third parties.
• Experience in a Managed Services environment.
• Understanding of KPIs, SLAs, and metrics critical for managed services delivery.
• Experience with Service Now and OpsRamp.

Nice-to-haves

• Experience working with global teams.
• Familiarity with customer success management.

Benefits

• Competitive salary range of 165,000 CAD - 193,000 CAD per year.
• Remote work flexibility.
• Opportunities for professional development and training.