Technical Account Manager CUSTOMER SUCCESS

We take a market-based and data-driven approach to compensation. We leverage data from trusted third-party compensation sources to help us understand the market value of a role based on function, level, location, and scope. Headquartered in Vancouver and with strategic hubs in San Diego and Dublin, we foster a culture of collaboration and open communication. Our offices support a hybrid model and staff typically work three days per week at a hub location. We provide a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage, retirement plans with company match, paid time off, parental leave, and an annual education & training stipend (equivalent to $1,000 in local currency). Flexible Hybrid Working Environment: Our offices are designed to support both collaboration and flexibility. Enjoy weekly lunches, quality coffee, and regular social events. Many locations also feature parent rooms, on-site gyms, comfortable lounges, and adaptable workstations to support your comfort and productivity. Team members have access to wellness workshops and events, as well as a complimentary Headspace subscription to help you stay focused, grounded, and energized. Our ERGs provide an inclusive space, support and community for employees of diverse backgrounds and allies. Reporting to the Team Lead, Service Delivery, the Technical Account Manager (TAM) serves as a trusted technical advisor responsible for supporting the operational and technical success of a portfolio of clients. Working closely with Customer Success Managers and cross-functional teams, the TAM helps ensure customers achieve value from the company's products through proactive technical guidance, operational support, technical adoption, and workflow optimization. Serve as the primary day-to-day technical point of contact for assigned customers across Slack, email, and customer meetings. Monitor customer technical health, workflow performance, and operational trends to proactively identify risks and optimization opportunities. Provide technical guidance and operational best practices to support customer adoption and workflow optimization. Support customers through technical troubleshooting activities while coordinating with Support and internal teams as needed. Coordinate customer-facing technical escalations with Product, Engineering, DevOps, Support, and Operations teams. Partner closely with Customer Success Managers to support overall account health, customer retention, and technical success initiatives. Collaborate with the Implementation team during onboarding, transition-to-production, and stabilization activities for assigned customers. Support customer enablement sessions, operational reviews, and technical discussions during customer meetings and QBRs. Assist with technical validation activities during customer expansion opportunities in partnership with Solutions Consultants and CSMs. Contribute to knowledge-sharing initiatives by developing internal and client-facing resources, documentation, and best-practice materials. Participate in continuous improvement initiatives to improve customer operational success and internal service delivery processes. 3+ years of experience in Technical Account Management, Customer Success, Implementation Consulting, or a related customer-facing technical role. Post-Secondary Degree or a combination of desired experience and education. Demonstrated experience supporting customers through technical troubleshooting, operational workflows, integrations, or platform optimization initiatives. Experience coordinating cross-functional technical escalations involving Support, Product, Engineering, or Operations teams. Familiarity with APIs, technical workflows, and operational support models. Strong written and verbal communication skills with the ability to translate technical concepts into business-friendly guidance. Ability to explain technical concepts clearly to both technical and non-technical stakeholders. Ability to manage multiple customer priorities and technical requests effectively. Strong organizational, communication, and stakeholder management skills. Ability to coordinate effectively across technical and customer-facing teams. Customer‑centric mindset with strong technical advisory capabilities. Ability to align technical recommendations with customer business outcomes. Experience with financial, compliance, and or regulatory industries. Exposure to compliance, fintech, identity verification, fraud, payments, or regulated environments is considered an asset. Experience supporting developers with API integrations or equivalent technical experience preferred. Familiarity with SQL, Tableau, BI tools, or similar analytical/reporting platforms is considered an asset. You’re a valued member of our Trulicrew on a journey of professional and personal growth with a world‑class

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