Technical Account Manager - Jobs in Ottawa, Ontario

Job Description

Job DescriptionWe are looking for a Technical Account Manager to join our growing global team at Sectigo.As a Technical Account Manager (TAM) at Sectigo, you will play a pivotal role in providing Premier Support to high value enterprise customers, delivering an elevated level of access to Sectigo experts and features. Acting as the single point of contact for issue management, you will ensure consistent, proactive, and personalized service while collaborating with internal teams to optimize solutions for customer success. Sectigo Premier Support is designed to provide 24/7/365 access to experts, minimizing downtime, maximizing productivity, and driving customer success. This role is critical to achieving Sectigo’s mission of delivering a world-class customer experience. This is a full-time and in-office position, working 5 days a week from our Ottawa office.This is an individual contributor role, reporting to the Manager, Technical Support.The suggested compensation range for this position is between CAD 62,000 and CAD 70,000, based on years of relevant experience and internal equity.Here are the core functions, responsibilities, and expectations for this role: Technical Support and Guidance:

• Facilitate timely solutions for technical support problems, ensuring minimal disruption and productivity loss.
• Collaborate with internal technical teams to proactively monitor and manage customer issues.
• Troubleshoot and resolve technical problems with a strong understanding of Sectigo #39;s PKI/Digital Security products, including SSL/TLS, S/MIME, and Certificate Lifecycle Management (CLM).
• Adhere to support metrics, including SLAs, response times, and resolution times, while meeting and exceeding customer expectations.Customer Relationship Management:
• Provide Premier-quality account management to assigned customers, ensuring they fully receive the benefits of the Premier Support program.
• Act as the primary point of contact, delivering advanced troubleshooting and maintaining strategic relationships.
• Build trust by providing consistency, accountability, and visibility tailored to the customer #39;s business and product needs.
• Conduct periodic business reviews to discuss technical health, actionable insights, and personalized assessments. Product Expertise:
• Provide product training and technical advice to clients, ensuring they are empowered to use Sectigo solutions effectively.
• Maintain expertise in Sectigo #39;s product suite and related technologies, including Microsoft, Cisco, AWS, Citrix, Linux, Apache, RedHat, and Windows operating systems.
• Demonstrate strong knowledge of networking concepts (TCP/IP, DNS, SMTP, SSH, SSL) and information security products (antivirus, spam filters, email encryption, etc.).
• Leverage deep technical skills to proactively manage key events and prevent disruptions for customers. Account Management and Growth:
• Manage customer relationships to ensure satisfaction, retention, and long-term success.
• Identify opportunities by analyzing customer needs and usage trends.
• Act as a trusted advisor by providing personalized, data-driven insights and technical health reviews to achieve customer objectives.
• Advocate for customers by providing feedback to Sectigo #39;s engineering and product teams based on customer insights.
• Other duties as assigned and related to the nature of this role and company initiatives.