Manager - Technical Account Management

Your Mission

As a Manager of the Technical Account Management (TAM) team at AfterShip, your primary mission is to ensure that AfterShip's Enterprise customers and top DTC brands harness the full power of AfterShip's solutions. You will drive rapid customer onboarding and success by focusing on customer needs, applying your eCommerce and product expertise to ensure technical fit and seamless execution, ultimately improving renewals and overall customer success.

What You’ll Do

• Manage, mentor, and develop a team of 10+ TAMs, focusing on both technical skills (API troubleshooting, issue debugging) and soft skills (stakeholder management, proactive communication).
• Conduct regular customer call reviews and case audits to ensure technical accuracy and proactive account management.
• Own the onboarding and ramp-up of new TAMs, ensuring proficiency in AfterShip products within 90 days.
• Track and improve TAM KPIs, aligning them with customer success outcomes (e.g., Time to Live, renewals).
• Act as the "voice of the customer" to R&D, helping prioritize integrations and feature requests.
• Align with Customer Success leadership to drive positive customer outcomes.
• Partner with Support leadership to ensure effective handoffs, with TAMs focusing on strategic, account-specific guidance.

Who We’re Looking For

• 2+ years of experience directly managing TAMs or Solutions Engineers (SEs).
• Understanding of modern SaaS architecture (APIs, webhooks, SSO/SAML, databases, cloud infrastructure like AWS/GCP/Azure).
• Ability to de-escalate heated customer situations and translate technical constraints into business language for executive stakeholders.
• Excellent problem-solving and analytical skills.
• Exceptional communication and presentation abilities.
• Demonstrated leadership capabilities, with a focus on coaching and mentorship.
• Note: AfterShip encourages applications even if you don't meet every requirement if you're passionate about their mission and believe you can make an impact.

Why Join AfterShip?

• Great Place to Work Certified: Recognized for an inclusive, values-driven culture.
• Innovative & Inclusive Culture: A global team of problem solvers focused on collaboration and innovation.
• Ambitious Mission with Real Impact: Transform eCommerce by making buying and selling easier for everyone.
• Thrive & Grow: Opportunities for career advancement and continuous learning.
• Flexible Work Setup: Remote-first with flexible hours, allowing you to choose a work setup that best suits you and your team.

Perks & Benefits

• Competitive compensation (CAD$155,000 - $178,000 on-target earnings).
• Remote-first work setups.
• Healthcare coverage from day 1.
• Retirement plans with company match.
• Unlimited PTO.
• Annual learning & wellness benefit.
• Monthly book perk.
• Career progression & professional development.
• In-office perks (lunch, commuter benefits) in hub locations.

Equal Opportunity Employer

AfterShip is an equal opportunity employer and provides accommodations upon request throughout the recruitment process.