Technical Account Manager - SMTP

MOZ Group • Ottawa, ON

24d • Hybrid

About The Position

We are seeking a highly skilled, client-focused, and commercially savvy Technical Account Manager based in the Ottawa area to serve as the dedicated technical champion and strategic partner for our high-volume enterprise customers. In this critical role, you will be the single point of contact (SPOC) for our most valuable clients, bridging the gap between business objectives, technical execution, and commercial growth. As the TAM, you will own the technical relationship from the moment a sale closes—guiding clients through onboarding, leading live demos, managing technical escalations, and acting as the strategic liaison between clients and SMTP.com’s internal Technical Support, Product, and Operations (Ops) teams. Additionally, you will bring a commercial mindset to the role, actively collaborating with commercial teams to secure account renewals and identify opportunities for expansion revenue.

Requirements

• Must be based in the Ottawa area and eligible to work in Canada.
• 3–5+ years of experience in a Technical Account Manager, Solutions Architect, Technical Support Engineer, or equivalent high-touch technical customer-facing role in a SaaS/IaaS environment.
• Proven experience or strong proficiency supporting commercial activities, including securing renewals, mitigating churn risk, and identifying organic account expansion/upsell opportunities.
• Proven hands-on experience working with APIs (RESTful APIs, Webhooks). Must have a strong proficiency in troubleshooting API integrations, analyzing JSON/XML payload data, and assisting client developers with programmatic SMTP setups.
• Solid understanding of email infrastructure and protocols (SMTP, IMAP, POP3, DNS, HTTP).
• Deep familiarity with email deliverability concepts, authentication protocols (SPF, DKIM, DMARC, BIMI), and sender reputation management.
• Exceptional verbal and written communication skills, with a proven ability to explain complex technical concepts to non-technical stakeholders (and vice-versa).
• Proven track record of managing and retaining high-value, high-volume enterprise accounts.
• Comfortable parsing technical logs, analyzing volume trends, and interpreting system performance metrics.

Nice To Haves

• Experience with server administration, basic scripting or querying tools (SQL)

Responsibilities

• Partner with the Sales team to ensure a seamless handoff immediately after a contract is closed, ensuring no client requirements are lost in transition.
• Lead the technical onboarding process for high-volume accounts, coordinating setup, IP warming strategies, and integration testing.
• Conduct technical product demos and walk-throughs customized to the client's specific sending architecture and business needs.
• Act as the dedicated, trusted technical advisor and primary escalation point for all technical issues, performance anomalies, and deliverability concerns.
• Partner closely with Tier 2/3 Technical Support to expedite troubleshooting for high-priority incidents and ensure SLA compliance.
• Communicate complex technical resolutions and incident reports back to customers in an easy-to-understand, business-oriented manner.
• Collect and synthesize client feedback, feature requests, and pain points to deliver actionable insights directly to the Product team.
• Coordinate with Operations and Infrastructure teams to monitor client sending volumes, plan for capacity scaling, and manage IP reputation/warm-up plans.
• Help premium clients adopt new SMTP.com features, coordinating testing feedback loops between clients and engineering.
• Regularly analyze sending logs, bounce rates, spam complaints, and authentication configurations (SPF, DKIM, DMARC) to proactively optimize clients' inbox placement.
• Conduct quarterly technical business reviews (TBRs) with key clients to report on delivery metrics, infrastructure health, and future growth alignment.
• Proactively monitor account health, adoption, and deliverability performance to eliminate technical churn risks and guarantee successful client renewals.
• Maintain a deep understanding of customer growth plans to identify expansion opportunities, such as volume tier increases, additional dedicated IPs, or premium support add-ons.
• Partner closely with Account Management and Sales to provide technical validation during upsell discussions, contract renegotiations, and renewals.

Benefits

• Competitive salaries
• Robust, health and wellness-focused benefits
• Paid time off when you need it
• Employee Resource Groups
• Company-sponsored events
• Regular opportunities for professional growth through educational support, mentorship programs, and career development resources.
• Employee engagement programs
• Recognition awards

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed