Technical Account Manager - Canada

Primary Functions

• Work closely with Resource Management to oversee project resource management responsibilities, including but not limited to, resource allocation and tracking of technical resources across customer engagements.
• Manage and oversee customer onboarding, ensuring seamless implementation and integration of products/services into existing systems.
• Collaborating closely with the Sales team, serve as the primary point of contact and trusted advisor for customers post-sales, from contract signing and throughout the entire customer lifecycle, including technical implementations, renewals, and identifying continued sales opportunities.
• Maintain visibility into the sales pipeline, proactively preparing for new opportunities nearing contract closure, and ensuring seamless transitions into implementation phases.
• Collaborate closely with Agile Leads to support Agile delivery methodologies and coordinate the implementation, timelines, and customer expectations.
• Manage the financial aspects of customer engagements, including budgeting, forecasting, tracking project financials, and ensuring adherence to agreed financial parameters.
• Support the creation and negotiation of Statements of Work (SOWs) and other contractual documents in collaboration with sales, legal, and technical stakeholders.
• Identify and drive additional sales and upsell opportunities within existing customer accounts, working closely with the sales to achieve revenue targets.
• Working closely with technical cross-functional teams, ensure an effective deployment plan ensuring alignment with customer expectations and objectives. 
• Oversee critical customer issues that escalate into problem management, ensuring proactive communication and timely resolution.
• Facilitate regular customer meetings and reviews, ensuring transparency and alignment on project status, milestones, and deliverables.
• Ensure consistent and positive customer experience, proactively addressing concerns and ensuring high levels of customer satisfaction and retention.
• Support the development and update of enablement tools and resources, as needed. 
• Ensure in-depth and up-to-date technical knowledge of market and industry trends as well as deep understanding of customer business goals and objectives to facilitate customer success. 
• Accountable for ensuring that all working hours are accurately reported in Netsuite on a daily or weekly basis, that the majority of (if not all) hours are tracked as billable and that the project management tool in Netsuite is properly and fully utilized. 
• Tracking and reporting of billable hours is a critical aspect of project management and delivery to our customers and this is a major area of accountability.
• Comply with the privacy, security and confidentiality policies. 

Prerequisites

• 5-7+ years of experience in a technical software delivery role such as, technical account management, customer success or similar role with a strong technical delivery component.
• Post-secondary education in a technical program, business administration and/or equivalent work experience. 
• Previous experience in resource management, financial oversight, and contract/SOW creation. 
• Proven ability to identify and drive upsell opportunities within existing customer relationships.
• Excellent knowledge and experience working with Agile methodologies (Scrum, Kanban), particularly in software and technology implementation contexts.
• Strong communication, presentation, and negotiation skills, with the ability to effectively engage technical and executive-level customer stakeholders.
• Experience collaborating cross-functionally with sales, implementation, product, and technical teams.
• Proven track record in managing multiple customer accounts simultaneously, ensuring consistent customer success outcomes.
• Experience with healthcare technology, interoperability, and familiarity with healthcare standards (e.g., FHIR, HL7), is highly preferred. 
• Ability to travel up to 25% approximately.

Additional Information

• Smile discloses that artificial intelligence (AI) may be used in portions of the recruitment and selection process, such as resume screening or application assessment. All hiring decisions are ultimately made by qualified human decision-makers, and AI tools are used to support — not replace — fair and equitable hiring practices.
• This position is a replacement role, created to support Smile’s continued growth and commitment to operational excellence.