Technical Account Manager

Résumé du poste

Serve as the primary technical advisor for strategic customers by managing solution health, identifying optimization opportunities, and mitigating technical risks. Partner with cross-functional teams to drive customer outcomes, improve operational performance, and ensure long-term solution value.

Détails du poste

About Kinaxis Are you looking to join an innovative, market-leading company where you can truly elevate your career? At Kinaxis we are serious about culture, we are serious about technology, we are serious about customers, and we are serious about not taking ourselves too seriously. If you are looking to be part of an incredible growth story, then we might just be the place for you! In 1984, we started out as a team of three engineers. Today, we have grown to become a global organization with over 2000 employees around the world, 6 global office and a best-in-class HQ in Ottawa, Canada. As winners of several Top Employer awards globally, we are proud to work with our customers and employees towards solving some of the biggest challenges facing supply chains today. Kinaxis is a global leader in modern supply chain orchestration, powering complex global supply chains, and supporting the people who manage them. Our powerful, AI infused platform provides full transparency and visibility across end-to-end supply chains, enabling our customers to make faster, better decisions. We are trusted by renowned global brands to provide the agility and predictability needed to navigate today’s volatility and disruption. With more than 40,000 users in over 100 countries, we are expanding our team as we continue to innovate and revolutionize how we support our customers. Location Ottawa and Toronto, Canada - Hybrid Other Canada and US locations - Remote About the team The Technical Account Manager (TAM) serves as the strategic technical advisor for Kinaxis’ most complex and strategic customers. This role develops deep expertise in customer environments and business processes, providing leadership and guidance that helps customers maximize solution value, improve operational performance, and achieve long-term business outcomes. As a recognized subject matter expert, the TAM proactively manages solution health, identifies optimization opportunities, mitigates technical risk, and leads complex customer initiatives that drive adoption, stability, scalability, and retention. This role partners closely with Customer Success, Product Management, Support, Cloud Operations, and customer Centres of Excellence (CoEs) to influence both customer outcomes and internal product and service improvements. Vacancy Status This is an existing job vacancy What you will do Serve as the primary technical advisor for a portfolio of strategic customers. Develop deep expertise in customer environments, business processes, and solution architecture. Lead technical reviews to identify risks, optimization opportunities, and improvement plans. Investigate complex technical issues, perform root cause analysis, and drive resolution. Recommend and implement solution improvements, engaging cross functional teams as scope and complexity require. Maintain technical ownership of customer production environments and overall solution health. Partner with Customer Success, Support, Product Management, and Cloud Operations to drive customer outcomes. Advise customers on best practices, platform capabilities, and evolving business requirements. Identify recurring issues, product gaps, and enhancement opportunities to improve customer outcomes. Contribute to TAM standards, methodologies, and knowledge sharing across the organization. What we are looking for Bachelor's degree in Computer Science, Engineering, Information Systems, Supply Chain, or a related field, or an equivalent combination of education and experience. 7+ years in customer-facing technical such as Technical Account Manager, Solution Consultant, Customer Success Engineer, or similar positions. 3+ years of hands-on Kinaxis Maestro experience (solution development/authoring, configuration, integrations/data flows, and troubleshooting) Deep expertise supporting enterprise SaaS solutions and complex customer environments. Strong troubleshooting, root cause analysis, and technical problem-solving skills. Proven ability to influence technical and business stakeholders and build trusted customer relationships. Demonstrated ability to lead complex customer initiatives and work independently in ambiguous environments. Experience in supply chain, planning, logistics, manufacturing, or related enterprise business processes preferred. Working knowledge of SQL, APIs, data analysis, reporting, or scripting tools. Strong written and verbal communication skills, including the ability to present technical concepts to both technical and non-technical audiences. Ability to travel to customer sites #Senior #LI-CS1 Work With Impact: Our platform directly helps companies power the world’s supply chains. We see the results of what we do out in the world every day, when we see store shelves stocked, when medications are available for our loved ones, and so much more. Work with Fortune 500 Brands: Companies across industries trust us to help them take control of their integrated business planning and digital supply chain. Some of our customers include Lockheed Martin, Unilever, P&G, ExxonMobil, Cisco and more. Social Responsibility at Kinaxis: Our Diversity, Equity, and Inclusion Committee weighs in on hiring practices, talent assessment training materials, and mandatory training on unconscious bias and inclusion fundamentals. Sustainability is key to what we do and we’re committed to a long-term net-zero operations strategy. We are involved in our communities and support causes where we can make the most impact. People matter at Kinaxis and here are some of the perks and benefits we offer, which may vary by location and employee: Flexible vacation and Kinaxis Days (company-wide days off) Flexible work options Physical and mental well-being programs Regularly scheduled virtual fitness classes Mentorship programs, training, and career development Recognition programs and referral rewards Hackathons For more information, visit the Kinaxis website at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com. Kinaxis welcomes candidates to apply to our inclusive community. We provide accommodations upon request to ensure fairness and accessibility throughout our recruitment process for all candidates, including those with specific needs or disabilities. If you require an accommodation, please reach out to us at recruitmentprograms@kinaxis.com. This contact information is for accessibility requests only and cannot be used to inquire about the status of applications. Kinaxis is committed to ensuring a fair and transparent recruitment process. We use artificial intelligence (AI) tools in the initial step of the recruitment process to compare submitted resumes against the job description to identify candidates whose education, experience, and skills most closely match the requirements of the role. After the initial screening, all subsequent decisions regarding your application, including final selection, are made by our human recruitment team. AI does not make any final hiring decisions.

Ce que vous ferez

Serve as the primary technical advisor for strategic customers by managing solution health, identifying optimization opportunities, and mitigating technical risks. Partner with cross-functional teams to drive customer outcomes, improve operational performance, and ensure long-term solution value.

Exigences

Requires a bachelor's degree in a related field and at least 7 years of experience in customer-facing technical roles. Candidates must have 3+ years of hands-on Kinaxis Maestro experience and strong expertise in enterprise SaaS solutions.

Avantages

• Flexible vacation • Kinaxis days • Flexible work options • Physical and mental well-being programs • Virtual fitness classes • Mentorship programs • Training • Career development • Recognition programs • Referral rewards • Hackathons

Compétences indiquées

• SQL · Souhaitée
• Gestion de la chaîne d’approvisionnement · Souhaitée
• Analyse de données · Souhaitée
• Reporting · Souhaitée
• Troubleshooting · Souhaitée
• Root Cause Analysis · Souhaitée
• Gestion de projet · Souhaitée
• Stakeholder Management · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Technical account management
• Solution architecture
• Kinaxis maestro
• SaaS
• Troubleshooting
• Root cause analysis
• Supply chain management
• SQL
• APIs
• Data analysis
• Reporting
• Scripting
• Stakeholder management
• Technical leadership
• Customer success
• Project management
• Service Improvement
• Kinaxis (Software)
• Influencing Skills
• Operational Performance Management
• Customer Success Management
• Technical Issues
• Influencing Without Authority
• Supply Chain
• Net Zero
• Cloud Operations
• Technical Delivery Management
• Supply Chain Planning
• Talent Assessment
• Application Programming Interface (API)
• Artificial Intelligence
• Data Analysis
• Business Process
• Business Requirements
• Software As A Service (SaaS)
• Computer Science
• Information Systems
• Leadership
• Scalability
• Innovation
• Integrated Business Planning
• Problem Solving
• Mentorship
• Operations
• Product Management
• Relationship Building
• Solution Architecture
• SQL (Programming Language)
• Software Technical Review
• Troubleshooting (Problem Solving)

Domaines d’emploi

• Technology
• Customer Service & Support
• Software
• Logistics
• Consulting
• Technical Account Manager
• Retail and Wholesale Trade Managers
• Sales Representatives, Wholesale and Manufacturing, Except Technical and Scientific Products