Job Specifications
SOCi, the CoMarketing Cloud for Multi-Location Enterprises, is currently looking for an experienced Senior Technical Account Manager to drive long-term customer satisfaction, retention, and product adoption through strategic, technical, and proactive support. As a trusted advisor, this position will serve as the primary point of contact for product guidance, technical enablement, and issue escalations, helping customers achieve their business goals and maximize the value of the SOCi platform.
The Senior Technical Account Manager will collaborate closely with cross-functional teams across the Customer Success org, as well as Product and Engineering, to deliver a seamless, cohesive and coordinated customer experience. This position requires a strong blend of technical expertise, business acumen, and exceptional communication skills to effectively engage and influence diverse stakeholders. As the customer's advocate, this role will be responsible for ensuring the successful adoption and use of the SOCi platform.
SOCi expects to pay a base salary in the range of $70,000 - $95,000 CAD base plus bonuses/commission. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.
Who We Are
SOCi is one of the fastest growing technology companies in the United States, ranking on the Inc. 5000 Fastest Growing Companies in America list for the last seven consecutive years. The leader in AI-powered marketing solutions for multi-location businesses, SOCi is trusted by nearly 1,000 top brands including Ford, Ace Hardware, Kumon, Liberty Tax, and more. At SOCi, our vision is to empower people to do what they love by providing intelligent software that can do the rest. SOCi provides a first-of-its-kind, AI-powered digital workforce capable of handling the workload of 1,000 local marketers, empowering brands to achieve unmatched digital visibility, strengthen customer engagement, and scale faster than ever before. View more on our Awards & Accolades here!
How You'll Make An Impact
Build and maintain strong, trusted relationships with senior customer stakeholders, serving as a key advisor on complex issues affecting long-term success.
Serve as the main technical contact for customer escalations and troubleshooting, leveraging deep domain expertise to assess root causes and develop sustainable issue resolutions.
Conduct regular business reviews and customer health checks with senior-level leaders, surfacing KPIs, usage statistics, and adoption metrics
Partner with onboarding and implementation teams to ensure a smooth transition into the platform.
Develop and execute thoughtful customer success plans tailored to each customer's unique business objectives, leveraging customer intelligence to drive results.
Deliver thought leadership on best practices to help customers maximize value from the SOCi platform.
Proactively identify and mitigate churn risks using nuanced judgement and historical analysis to shape mitigation strategies and engagement models. Align customer goals with SOCi's product roadmap and strategic initiatives
Advocate for customer needs within SOCi, influencing cross-functional priorities and product development decisions through data-backed narratives and direct customer insight. Participate in root cause analysis and post-escalation reviews to drive continuous improvement.
Report regularly on customer health, sentiment, and key insights to leadership
Contribute to renewal preparation and upsell opportunities through data-driven insights and value demonstration.
Be willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned.
What You'll Need To Be Successful
Hybrid Opportunity: This role is fully remote until our Vancouver, BC office is established. Once the office is in place, it will transition to a hybrid model, with a 50/50 split between remote and in-office work.
Must Have:
5+ years of experience in a Technical Account Manager, Solutions Engineer, or related SaaS role
Strong technical acumen with experience supporting web-based software, APIs, or platform configurations
Demonstrated ability to develop strategic relationships with customers and internal teams
Excellent troubleshooting and problem-solving skills
Experience navigating cross-functional teams and communicating with engineering, product, and support
Strong organizational and time management skills with a high capacity for managing multiple priorities
Familiarity with customer success platforms and CRM tools (e.g., Salesforce, Zendesk, Gainsight)
Outstanding written and verbal communication skills
Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned
Desired Skills (but not required):
Experience in multi-location, franchise, or partner ecosystems
Familiarity with social media marketing platforms or localized marketing solutions
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About the Company
SOCi is the leader in AI-powered marketing solutions for multi-location businesses. With its proprietary Genius AI(tm) and suite of Genius Agents(tm), SOCi provides a first-of-its-kind, AI-powered digital workforce capable of handling the workload of 1,000 local marketers(tm), empowering brands to achieve unmatched digital visibility, strengthen customer engagement, and scale faster than ever before. SOCi is recognized by Fast Company as one of the World's Most Innovative Companies, and is trusted by nearly 1,000 top brands-...
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