Technical Account Manager

Technical Account Manager

The Technical Account Manager (TAM) serves as the technical advisor for customers throughout their lifecycle, partnering closely with Account Management, Sales, Solutions Consulting, Product, and Engineering to deliver technical solutions that maximize customer value. This role is responsible for leading customer-facing technical services, including integrations, identity management, data services, and technical consultation. The TAM also serves as a trusted internal resource, supporting revenue-generating opportunities, delivering professional services engagements, and acting as the highest level of technical escalation for complex customer implementations. We're looking for someone who enjoys solving technical challenges, building strong customer relationships, collaborating across teams, and translating complex technical concepts into practical business solutions.

Integration Services

• Lead the implementation and delivery of standard and custom customer integrations.
• Configure and support identity management solutions including SSO, SAML, SCIM, and Just-in-Time (JIT) provisioning.
• Execute customer identity migrations post-launch such as UserPass to SSO, SAML to SCIM, switching of Identify Providers, etc.
• Coordinate custom API integration projects with customers and Engineering teams.
• Manage technical implementation timelines while ensuring successful customer outcomes.

Data Services

• Deliver customer implementations for GraphQL API integrations supporting Metrics Widgets.
• Configure and support Resource Library sFTP integrations when implemented post-launch.
• Implement and support Data Connector (BigQuery) integrations.
• Lead implementation of advanced data exchange solutions and other future data products.
• Consult with customers on data architecture and API best practices.

Customer Technical Consultation

• Serve as a trusted technical advisor throughout the customer lifecycle.
• Conduct customer consultation sessions around:
• Custom API integrations
• Integration architecture
• Reporting capabilities
• Data services
• Platform best practices
• Translate business requirements into scalable technical solutions.
• Identify opportunities to improve customer workflows through integrations and automation.

Internal Technical Consulting

• Partner with Sales and Solutions Consulting during the sales cycle by answering technical questions, participating in discovery sessions and reviewing integration and API functionality.
• Support Account Managers with technical strategy for integration and data services upsell opportunities.
• Provide consultation on reporting capabilities, Metabase functionality, and available technical solutions for existing customers.
• Collaborate with Product and Engineering to communicate customer feedback and influence future platform enhancements.

Technical Escalations & Support

• Serve as the Tier 3 escalation point for complex integration and API-related customer issues.
• Troubleshoot authentication, provisioning, API, and data synchronization challenges.
• Partner with Engineering to investigate, prioritize, and resolve complex technical issues.
• Ensure customers receive timely communication and resolution throughout technical investigations.

Documentation & Enablement

• Develop and maintain customer-facing API, integration, and technical documentation.
• Partner with Engineering to improve documentation for existing and new integrations.
• Create internal documentation and best practices to improve technical enablement across Customer Success, Sales, and Solutions Consulting.
• Share technical knowledge with internal teams through training and consultation.

Special Projects

• Lead strategic technical initiatives requiring cross-functional coordination across Product, Engineering, Customer Success, and customer stakeholders.
• Support other high-impact technical initiatives across the business as needed.
• Manage complex technical implementations requiring detailed project management and stakeholder coordination.
• Participate in approved strategic projects as prioritized by leadership.

Must-Haves

• 4+ years of experience in Technical Account Management, Technical Consulting, Solutions Engineering, Professional Services, or a similar customer-facing technical role within a B2B SaaS environment.
• Experience working with enterprise customers, preferably within the retail technology space.
• Hands-on experience implementing or supporting APIs, integrations, identity management, or enterprise SaaS platforms.
• Working knowledge of SSO, SAML, SCIM, OAuth, or enterprise identity providers (Okta, Azure AD, Google Workspace, Ping, etc.).
• Experience delivering customer-facing technical implementation or professional services engagements.
• Strong understanding of REST and/or GraphQL APIs, web services, authentication methods, and data exchange concepts.

Nice-to-Haves

• Experience with SQL, PostgreSQL, MySQL, or other relational databases.
• Familiarity with Ruby on Rails or modern web application architectures.
• Experience with data warehouses such as BigQuery.
• Experience using project or work management platforms such as Jira/Confluence.
• Experience supporting enterprise reporting platforms or BI tools such as Metabase.
• Retail industry experience or experience working with retail operations teams.

Compensation

At Zipline, we're committed to paying our team fairly, transparently, and in a way that supports growth. This role is targeting an annual salary within Canada of $129,122.10-$157,815.90 CAD. The broad salary ranges reflect the growth someone will experience in the role from developing skills to reaching expertise within their career level. We've found that hiring team members with the expectation of being accomplished in the role sets them up for success, which for this position, on the Canada band is $129,122.10. Salaries below this point typically reflect someone with potential but still building the necessary skills, while salaries above are for individuals already excelling in the role, with a deep understanding of Zipline's impact on customers, product, and company. At Zipline, you'll continue to have career development conversations with your manager to ensure your compensation grows as you advance. Our salary ranges are determined by market, factoring in our revenue and employee size and paying competitively. In higher cost of living markets, we apply 5-10% multipliers on our ranges, depending on the location, to maintain competitive compensation and reflective of the increased expenses our team members face in those areas. While we primarily hire in Canada and the USA, we are a global employer, and all hiring regions will use the same methodology to determine fair and transparent pay. Transparency is key to building trust in our compensation process. To better understand how this range is determined, we encourage you to ask as many questions as you'd like about compensation during the interview process to ensure clarity and confidence.

What's In It For You

• Remote-first culture: Join a high performing, fully remote team and work where you're comfortable.
• Stock Options: Get meaningful ownership in a fast-growing, venture-backed company shaping the future of retail.
• Time off: We believe rest fuels great work. Our flexible time-off policy gives you the freedom to take the breaks you need, when you need them—whether it's a long weekend or a well-deserved vacation. We'll also give you a monthly coffee-shop stipend to switch up your workspace and get inspired outside the office. And when you've been with us for five years? You'll earn a fully paid one-month sabbatical to truly unplug and reflect—we call it a thank-you for your impact and dedication.
• Benefits: World-class medical, dental, and vision policies.
• Team Connection: Annual company off-sites in fun locations. We've done New York, Costa Rica, Whistler, Palm Springs, San Diego, and Mexico City.
• Volunteering: Every quarter, Zipliners get a paid day off to volunteer for a nonprofit of their choice.
• Learning: We support continuous learning and provide unlimited access to our Udemy Business account.
• Great humans, great work: Work with kind, collaborative teammates who care about doing meaningful work and making a real impact. We value diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.

Want to learn more about how we work?

We may be remote, but we're anything but disconnected. Zipline is a thriving, dynamic team spread across the globe—collaborating, innovating, and having