Technical Account Manager

Montreal, QC, ca Remote February 25, 2026 Full Time

We are seeking a customer-focused, technically strong Technical Account Manager (TAM) to serve as a trusted advisor to our customers across INNERGY and Microvellum. This role sits at the intersection of Customer Success, Support, and Product, ensuring customers successfully adopt, optimize, and scale their use of our platform.

The TAM owns the technical relationship post-sale, helping customers navigate complex workflows, integrations, and product capabilities while proactively identifying risks, opportunities, and solutions.

This is a hands-on role ideal for someone who enjoys problem-solving, translating technical concepts into business value, and partnering cross-functionally to drive strong customer outcomes.

This role will primarily support the Canadian territory and requires professional fluency in French to effectively support French-speaking customers. Periodic travel (primarily within Canada and occasionally to the U.S.) is expected to support customer relationships, onboarding, and key engagements.

Key Responsibilities

Customer Partnership & Technical Ownership

Act as the primary technical point of contact for a portfolio of assigned customers.
Build trusted relationships with customer technical stakeholders, administrators, and power users.
Develop a deep understanding of customer environments, workflows, and success criteria.

Product Adoption & Optimization

Guide customers on best practices for configuring and using the platform to meet their business needs.
Proactively identify adoption gaps, technical risks, and opportunities for optimization.
Support onboarding efforts by ensuring customers are technically enabled and set up for success.

Issue Management & Escalation

Partner closely with Support and Engineering to own technical escalations and drive timely resolution.
Advocate for customers internally, ensuring issues are prioritized appropriately and communicated clearly.
Track recurring issues and trends, providing feedback to Product and Engineering teams.

Cross-Functional Collaboration

Work closely with Customer Success Managers, Support, Product, Engineering, and Sales to deliver a cohesive customer experience.
Support renewals and expansion conversations by providing technical insight and risk assessment.
Contribute to internal documentation, playbooks, and enablement materials.

Reporting & Continuous Improvement

Monitor customer health from a technical lens, including usage patterns, system performance, and support trends.
Maintain clear documentation of customer configurations, risks, and action plans.
Identify opportunities to improve processes, tooling, and self-service resources.

3+ years of experience in a Technical Account Manager, Solutions Engineer, Support Engineer, or similar customer-facing technical role.
Strong understanding of SaaS platforms, system integrations, and complex technical workflows.
Experience working with ERP, manufacturing, CAD/CAM, or complex enterprise software is a strong plus.
Comfortable troubleshooting technical issues and partnering with Engineering teams.
Strong communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
Proven ability to manage multiple customers and priorities in a fast-paced environment.
Collaborative, proactive, and customer-first mindset.
Professional fluency in French (written and spoken).
Willingness and ability to travel periodically to support customers and internal teams.

Nice to Have

Experience supporting customers in manufacturing, woodworking, cabinetry, or adjacent industries.
Familiarity with APIs, integrations, data flows, or system configuration.
Experience working in PE-backed or high-growth SaaS environments.
Exposure to customer success metrics such as adoption, retention, and customer health.

Accessibility & Work Environment

INNERGY is committed to providing an inclusive and accessible work environment. We support reasonable workplace adjustments for individuals with disability in accordance with applicable Australian laws. If you require adjustments during the recruitment process or in your role, please let us know.

This role is primarily computer-based and may involve extended screen time and regular communication through digital channels. Work may be performed in a remote or office-based environment, depending on role and location. INNERGY is committed to supporting employee wellbeing, flexibility, and a safe working environment across all regions.