About the team

The Technical Account Management Support and Services team partners directly with our largest and fastest growing users, supporting them both proactively with a consultation model, and reactively to solve their most complex issues, enabling them to grow their business. We partner closely with sales to ensure we are attaching the right support plans to the right users at the right time. We take a user first approach to how we operate, capturing user feedback on what we need to offer to delight them and exceed all expectations. We operate with a scaled proactive, preventative mindset to ensure our users have a seamless experience with Company.

• What you’ll do

Company is looking for an experienced Toronto-based leader to lead and grow the Technical Account Management Support and Services team responsible for supporting our largest and most strategic users. The leader will lead a high performing team of TAMs who are motivated by improving the lives of Company’s user base. They will set the standard for strategic user partnership and support, influencing globally, partnering closely with the go to market organizations, product, engineering alongside the support organization. They will cultivate a user first culture, with high accountability, collaboration and a scale mentality, a culture which embodies a coaching mindset to unlock potential. This role will report to our Senior Manager of Technical Account Management.

• Responsible for delivering exceptional user experience for Companys most strategic users
• Lead a team of highly experienced TAMs, building an measurable operation which delivers strong operational results for users
• Work directly with our largest users’ leaders as a thought partner for key initiatives and expansions
• Partner closely with senior stakeholders across product, engineering, go-to-market and support
• Invest in leading & growing a great team and culture, where both new and tenured Companys can thrive
• Obsess over delivering incredible user experiences
• Run this business to successfully deliver revenue, user experience, user value and scalability goals for the users and Company
• Setting the segment strategy, thinking globally about metrics and driving clear accountability for the business.
• Partner closely with global leadership to grow the business in a scalable way, optimizing for user experience and balancing that with efficiency
• Lead the way on user experience for Company’s Enterprise users, determine what excellence looks like and scale it beyond strategics
• Build a coaching culture that unlocks Companys’ potential, remove roadblocks and elevate opportunities that will enable the business to scale more broadly
• Maintain metrics and analysis of team performance, and provide regular reporting on team performance in the form of written analysis and performance reports
• Transmit and foster our values, serving as a beacon of Company’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment
• Help build the organization through management projects such as recruiting, training, writing team policies, defining team processes, or other organizational improvements
• Who you are
• We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply.
• Minimum of 10 years professional experience, with at least 5 years in management, demonstrating success in building and leading high-impact teams and businesses in dynamic environments
• Experience leading customer success managers, account managers, technical account managers, technical program managers, or premium support teams (preferably in high-growth technology companies)
• Excellent collaborator, with a proven track record in managing across complex environments, building relationships that deliver impact
• Excellent written and verbal communication skills
• Strong sales revenue growth and/or operational background and a track-record of making data driven decisions
• An ability to execute on and deliver complex operational projects involving multiple stakeholders
• Preferred qualifications
• Experience with fintech SaaS products and/or Payments industry
• Experience leading growth initiatives (through driving sales revenue and/or elevating operational service) with winning track-record
• Proven ability to scale a technical services or technical support team in a high-growth environment
• Experience with APIs and ability to explain API concepts to Company’s largest and most technical customers

Familiarity with SQL and comfort building basic queries and modifying more complex ones