Technical Account Manager

Role overview Serve as the main technical partner for assigned public-sector customer agencies, helping them configure and use records and productivity software in ways that support their operational workflows. The role combines customer relationship management, implementation and testing support, technical troubleshooting, training, and advocacy for customer needs across internal teams.

Responsibilities - Build working relationships with customer stakeholders and advise them on workflows, configuration, and adoption, with a focus on records and productivity tools. - Coordinate functional acceptance testing, document results, deliver training, and explain how software releases may affect each customer’s environment. - Monitor support cases, troubleshoot complex issues, and coordinate escalation and resolution with support, product, engineering, and services teams. - Bring customer feedback and enhancement requests to product teams, and contribute to operational reviews and business reviews. - Support reporting, integrations, and data workflows using tools such as Power BI, SQL Server, APIs, and JSON configurations. - Track service expectations and contractual commitments, and assist with monthly invoicing and related administration.

Requirements - Bachelor’s degree in computer science, information technology, business administration, or a related field, or equivalent practical experience. - At least four years in technical account management, customer success, professional services, or a similar customer-facing technical role. - Experience deploying, configuring, testing, and troubleshooting enterprise software, with strong analytical and root-cause investigation skills. - Ability to build relationships with varied stakeholders and explain technical topics clearly to technical and non-technical audiences. - Familiarity with reporting and analytics tools such as Power BI and SQL reporting solutions; the source also cites Splunk, JIRA, and Salesforce for troubleshooting and case work. - Ability to manage competing priorities, handle sensitive information discreetly, meet security clearance requirements, and travel for onsite support.

Nice to have - Experience supporting law enforcement, government, or public safety organizations, or familiarity with records management and computer-aided dispatch systems.

Benefits and work setup - Based in Brandon, Manitoba, with onsite work three to four days per week. - Approximately 30% domestic travel within Canada.