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Toronto, Ontario, Canada
Hybrid
The Global Success Architects at Deliverect are a team of highly skilled professionals passionately dedicated to propelling global businesses to success in the digital age. By crafting and executing tailored solutions, we enhance digital ordering experiences, drive revenue growth, and improve operational efficiencies on a multi-regional scale. With a customer-first approach, we collaborate closely to understand unique needs and align our solutions with their objectives, working hand-in-hand with both internal and external teams for seamless integration. As trusted partners, we guide our customers through the evolving digital landscape, helping them achieve their business goals and architecting global success stories.
As a Technical Success Manager, you'll be the technical backbone for Deliverect's largest global brands, owning the health of their integrations end-to-end and ensuring the SLAs they depend on are consistently met. You'll act as the bridge between our support and engineering teams and enterprise customers — getting ahead of technical risk before it becomes a business problem — and your judgment on when to escalate, and how, will directly protect retention and trust with our most valuable accounts.
*This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our Toronto, New York, Ghent - Belgium, Amersfoort or Paris office and 2 days from the comfort of your home
Fluency in English is required, with strong written and verbal communication skills being essential.
Work Location: This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our Toronto office once a month.
Vacancy Status: This position is for an existing vacancy.
Act as the primary technical and relationship point of contact for a portfolio of Deliverect's largest global accounts, leveraging deep integration knowledge to proactively maintain account health.
Partner with Sales and Strategic Account teams during QBRs and strategic touchpoints to translate technical performance into actionable business outcomes.
Identify expansion opportunities—such as additional modules, integrations, or use cases—during technical engagements to support department Net New MRR targets.
Track and drive SLA performance across your portfolio, using data to flag risk early and hold internal teams accountable to resolution timelines.
Lead proactive issue management with Support teams, conducting root-cause analysis on ticket patterns to determine when to resolve internally or escalate to Engineering or Product.
Query and analyze technical health data using SQL and lightweight scripting, delivering clear business insights to internal leadership and key client stakeholders.
2–4 years of experience in technical account management, solutions engineering, or technical support within an enterprise SaaS environment (or equivalent work experience).
Practical experience reading logs, diagnosing API and webhook failures, and troubleshooting root causes alongside engineering teams.
Proficiency with SQL for independent data querying, tracking SLA compliance, and identifying system trends.
Working knowledge of Python or JavaScript to script lightweight diagnostic tools and automate routine technical checks.
Strong communication and stakeholder management skills, with the ability to translate complex technical concepts into business-level discussions.
