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Technical Account Manager At Aptean

Location: Toronto, Ontario

Job Description

Reporting to the Director of Support Services and Customer Care, the Technical Account Manager will act as the main point-of-contact and advocacy voice for a portfolio of customers. This person will manage the entire support experience of these customers, and actively participate in the continuous support of IndustryBuilt’s cloud-based and on premise management solutions.


The ideal candidate will bring a mix of technical and account management skills. They will be dedicated to ensuring superior customer journeys and interactions as they move customer issues along the support process. This candidate will also be an expert in expectation management and in relationship management for both internal and external stakeholders.


With our extensive work-from-home policy, IndustryBuilt equips its employees with the tools they need to be successful in both their careers and their personal lives. In fact, IndustryBuilt was named a Great Place to Work in Canada for 2017, a Deloitte Best Managed Company in Canada for 2018, and is certified as a Great Place to Work in the US.


As an Aptean company, IndustryBuilt is part of an international network that delivers industry-specific ERP, supply chain management, and customer experience solutions. We are able to hold onto our tightknit small company roots, while leveraging Aptean’s global resources, such as the Ross ERP and Factory MES.


Responsibilities:

  • Communicate with customers and cross-functional internal teams to ensure all support requirements and milestones are understood and delivered accordingly.
  • Run bi-weekly status meetings with the client.
  • Proactively manage support tickets to ensure that resolutions are occurring in a timely fashion.
  • Responsible for overall quality and engagement of ongoing support activities.
  • Create and manage schedules, organize activities, determine sequence of execution, and identify dependencies and resources in order to successfully complete customer support tickets.
  • Manage communication, and removal of support roadblocks.
  • Resolve and/or escalate issues in a timely fashion.
  • Maintain strong working relationships with internal departments (i.e. Customer Success, Professional Services, R&D, etc.).


Key Measures of Success

  • Number of escalations flowing to management team
  • Customer satisfaction (NPS)


For US candidates:

Aptean, Inc. is an Equal Employment Opportunity Employer. In accordance with applicable federal, state, and local laws we do not tolerate discrimination or harassment against any applicant for employment or employee with Aptean because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information or any other group status protected by applicable law.


For Canada candidates:

If you require any accommodation assistance throughout the recruitment and selection process, please send an email to accessibility@aptean.com or contact us at 888 506 0711 and ask for Human Resources. Let us know the nature of your request and your contact information, and we would be happy to assist you.

  • Degree or Diploma in a related field (Computer Engineering, Computer Science, Information Technology, Environmental Sciences) or equivalent experience
  • Minimum of 1-3 years’ experience in a similar role
  • Proven experience managing customer accounts and relationships
  • Passionate about end-user success
  • Excellent communication and keen aptitude for interpersonal relations
  • Excellent organization, including documentation skills
  • Mastery of business process concepts
  • Experience working in a matrix environment
  • Proven ability to multi-task while simultaneously demonstrating initiative and creativity
  • Ability to lead and manage project teams
  • Experience with at least one ERP, CRM and/or e-commerce software
  • Experience with Zendesk an asset