Technical Account Manager

Trulioo•Vancouver, BC

1d•CA$70,000 - CA$80,000•Hybrid

About The Position

Are you ready to embark on a career that truly affects people around the world? Trulioo invites you to be a catalyst for change in the dynamic realm of digital identity verification. As the global front-runner in our industry, we are redefining how businesses grow, innovate and comply online. Picture yourself at the forefront of innovation, contributing to our award-winning platform that enables organizations worldwide to quickly onboard customers, optimize costs and combat fraud. Fueled by Silicon Valley support, Trulioo stands as the trusted platform that can verify more than 5 billion people and 700 million business entities spanning 195 countries. But Trulioo is more than a tech company. We are a united force of dedicated experts committed to establishing trust online - and we’re proud to be recognized as a BC Top Employer for the second consecutive year, reflecting our commitment to an inclusive, collaborative, and people-first workplace. Headquartered in Vancouver and with strategic hubs in San Diego and Dublin, we foster a culture of collaboration and open communication. Our offices support a hybrid model and staff typically work three days per week at a hub location. Join us where excitement meets innovation and contribute to a world where trust and technology unite.

Requirements

3+ years of experience in Technical Account Management, Customer Success, Implementation Consulting, or a related customer-facing technical role.
Post-Secondary Degree or a combination of desired experience and education
Demonstrated experience supporting customers through technical troubleshooting, operational workflows, integrations, or platform optimization initiatives.
Experience coordinating cross-functional technical escalations involving Support, Product, Engineering, or Operations teams.
Familiarity with APIs, technical workflows, and operational support models.
Strong written and verbal communication skills with the ability to translate technical concepts into business-friendly guidance.
Strong understanding of SaaS products, APIs, integrations, and workflow-based systems.
Ability to explain technical concepts clearly to both technical and non-technical stakeholders.
Strong troubleshooting, analytical, and operational problem-solving skills.
Ability to manage multiple customer priorities and technical requests effectively.
Strong organizational, communication, and stakeholder management skills.
Ability to coordinate effectively across technical and customer-facing teams.
Customer-centric mindset with strong technical advisory capabilities.
Ability to align technical recommendations with customer business outcomes.

Nice To Haves

Experience with financial, compliance, and or regulatory industries
Exposure to compliance, fintech, identity verification, fraud, payments, or regulated environments is considered an asset.
Experience supporting developers with API integrations or equivalent technical experience preferred.
Familiarity with SQL, Tableau, BI tools, or similar analytical/reporting platforms is considered an asset.

Responsibilities

Serve as the primary day-to-day technical point of contact for assigned customers across Slack, email, and customer meetings.
Monitor customer technical health, workflow performance, and operational trends to proactively identify risks and optimization opportunities.
Provide technical guidance and operational best practices to support customer adoption and workflow optimization.
Support customers through technical troubleshooting activities while coordinating with Support and internal teams as needed.
Coordinate customer-facing technical escalations with Product, Engineering, DevOps, Support, and Operations teams.
Partner closely with Customer Success Managers to support overall account health, customer retention, and technical success initiatives.
Collaborate with the Implementation team during onboarding, transition-to-production, and stabilization activities for assigned customers.
Support customer enablement sessions, operational reviews, and technical discussions during customer meetings and QBRs.
Assist with technical validation activities during customer expansion opportunities in partnership with Solutions Consultants and CSMs.
Contribute to knowledge-sharing initiatives by developing internal and client-facing resources, documentation, and best-practice materials.
Participate in continuous improvement initiatives to improve customer operational success and internal service delivery processes.