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About the Role
As a Technical Account Manager, you'll be the technical backbone for Deliverect's largest global brands, owning the health of their integrations end-to-end and ensuring the SLAs they depend on are consistently met. You'll act as the bridge between our support and engineering teams and enterprise customers — getting ahead of technical risk before it becomes a business problem — and your judgment on when to escalate, and how, will directly protect retention and trust with our most valuable accounts.
Responsibilities
- Act as the primary technical and relationship point of contact for a portfolio of Deliverect's largest global accounts, leveraging deep integration knowledge to proactively maintain account health.
- Partner with Sales and Strategic Account teams during QBRs and strategic touchpoints to translate technical performance into actionable business outcomes.
- Identify expansion opportunities—such as additional modules, integrations, or use cases—during technical engagements to support department Net New MRR targets.
- Track and drive SLA performance across your portfolio, using data to flag risk early and hold internal teams accountable to resolution timelines.
- Lead proactive issue management with Support teams, conducting root-cause analysis on ticket patterns to determine when to resolve internally or escalate to Engineering or Product.
- Query and analyze technical health data using SQL and lightweight scripting, delivering clear business insights to internal leadership and key client stakeholders.
Requirements
- 2–4 years of experience in technical account management, solutions engineering, or technical support within an enterprise SaaS environment (or equivalent work experience).
- Practical experience reading logs, diagnosing API and webhook failures, and troubleshooting root causes alongside engineering teams.
- Proficiency with SQL for independent data querying, tracking SLA compliance, and identifying system trends.
- Working knowledge of Python or JavaScript to script lightweight diagnostic tools and automate routine technical checks.
- Strong communication and stakeholder management skills, with the ability to translate complex technical concepts into business-level discussions.
- Fluency in English is required, with strong written and verbal communication skills being essential.
- Applicants must possess the legal right to work in the country where the role is based, as we are currently unable to provide financial assistance for relocation or travel.
- Certain roles may require a background check as a condition of employment.
Skills
- SQL
- Python
- JavaScript
- API
- Webhook troubleshooting
- Stakeholder management
- Technical account management
- Solutions engineering
- Technical support
- SaaS
Location
- Toronto
- New York
- Ghent - Belgium
- Amersfoort
- Paris
- Chicago
Work Type
- Full-time
- Hybrid
Experience Level
- 2-4 years
Salary/Compensations
- CAD 80,000 - CAD 100,000
- $90,000 - $110,000
- $95,000 - $120,00
Benefits
- Dedicated learning budget
- Regionally tailored rewards
About the Company
- At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere.
- At Deliverect, we're not just building a platform; we're redefining how restaurants and retailers connect with their customers globally. We're looking for agile, ambitious, and resourceful team members who are excited to tackle complex challenges, take calculated risks and contribute to innovative solutions that shape the future of commerce.
- Join a rapidly scaling SaaS unicorn at the forefront of the order management industry, where your contributions have significant impact.
Equal Opportunity
- We are dedicated to building a diverse and inclusive workplace where everyone feels valued and has equal opportunities to succeed. We strongly encourage applications from underrepresented groups.