Technical Account Manager

About Achievers

The "Achievers Employee Experience Platform™" empowers employees to recognize each other in real time and aligns them to the values and goals of the company. With almost 4 million global users, the Employee Experience Platform enables employees in over 170 countries. Visit us at www.achievers.com to learn more, and check out our platform in action here. Join us in our mission to Change the Way the World Works™!

Our commitment to you:

At Achievers, we hire you for you because we value the unique perspective and individuality that each person brings to our team. We are committed to creating an inclusive, diverse, and equitable workplace where you belong, and your contributions are celebrated. You'll have the opportunity to collaborate with a diverse group of colleagues who appreciate your strengths and are excited to learn from your experiences.

As a Technical Account Manager (TAM), you will serve as the primary point of contact for our organization's key clients, providing strategic guidance, technical support, and ongoing relationship management to ensure the successful adoption and utilization of our products or services. Leveraging your technical expertise, customer relationship management skills, and business acumen, you will collaborate closely with clients, internal teams, and stakeholders to understand client needs, address technical challenges, and drive customer satisfaction and retention. This role offers an opportunity to work with industry-leading clients, drive product adoption and success, and contribute to the growth and success of our organization.

• Primary focus for this role will be to support and respond to product related inquiries
• Act as the functional and technical change lead on all concurrent open cases
• Provides technical expertise on the Achievers platform
• Evaluate customer needs to suggest solutions based on best practices.
• Provide status reports to external and internal stakeholders on product performance, customer performance and other account metrics.
• Utilize tracking and reporting tools (Mavenlink, JIRA, Catalyst, Salesforce.com, internal documentation) to ensure effective delivery approach, knowledge transfer and business continuity.
• Ensure that all changes are agreed to by the customer and executed within SLA timelines
• Provide sales + customer success support to assist in winning and maintaining business
• Leading a small team of specialists to prioritize customer expectations and overall workload

• Minimum 5+ years of related experience in a software company
• Can do, team-oriented attitude
• Demonstrated flexibility, adaptability and drive.
• Demonstrated evidence of rapid execution of concurrent cases
• Demonstrated resourcefulness in setting priorities and proposing solutions to ensure delivery and satisfaction
• Strong written and verbal communication skills with a broad range of people at varying levels
• Evidence of effective multi-tasking
• Strong attention to detail and organizational skills required

Why you’ll love working at Achievers:

We are passionate about disruptive technology that’s rooted in science, research and data.

We understand the value of employee success in the workplace and have been recognized in numerous publications for our contributions to HR, for technical excellence, and for our outstanding workplace culture!

We foster an environment of connection, security, and community. You’ll feel at home, without reservation. 

We believe in moving quickly, failing fast, and adapting to change. 

We enjoy coming to work every day because we believe in our product and love our culture.

We’re committed to achieving excellence in everything we do. 

Benefits & Perks for permanent full time employees:

·      Competitive Pay 💰

·      Parental Leave Top-up 👶🏼

·      Health Benefits and Life Insurance Coverage Upon Your First Day  🩺

·      RRSP Matching 🙌🏼

·      Flexible Vacation  🏖️ 

·      Employee and Family Assistance Program  🤝🏽

·      Full access to the LinkedIn Learning Library 👩‍💻

·      Internal Mentorship Program  🎓

·      Employee-Led Employee Resource Groups  👏🏼

·      A beautiful office space located in Liberty Village, Toronto 🇨🇦

·      Participation in our Points-based Employee Recognition Program ✨ 

·      Opportunities for professional development and career growth 📈 

Our work environment:

Achievers is a hybrid-first company located at 99 Atlantic Ave in Liberty Village, Toronto. Our hybrid work experience is designed to cultivate an engaging employee experience, where pioneering research intersects with cutting-edge technology. We strongly believe that collocating teams increases the chance to innovate together, foster passive learning, create spontaneous connections, and promote better communication.

Achievers does not offer employment to prospects without first ensuring that qualified candidates speak directly with the hiring manager and a member of our HR team. All qualification will be done face-to-face, whether that is in person or over Zoom. Achievers does not send out offers of employment without meeting candidates and does not offer employment via text. If you are requested for any personal information via text and/or without having met a member of our hiring team in person, please disregard.

Our employees are a diverse and inclusive team of passionate, hardworking individuals. Achievers is committed to creating an environment where our employees can do the best work of their lives. We encourage all qualified candidates to apply to join our A-Player family. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Achievers is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.

Achievers is committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any accommodations for your interview, such as assistive technology, wheelchair accessibility, or alternative formats of materials, please let us know. We are happy to make necessary arrangements to support your needs.