Technical Account Manager

What You’ll Do

Customer Engagement & Retention

• Own a portfolio of Advantage customers and maintain structured monthly and quarterly engagement cadences.
• Track and document customer health signals including adoption depth, engagement frequency, open issues, sponsor stability and act on deteriorating trends before they escalate.
• Build multi-threaded relationships across customer organizations, not just with a single point of contact.
• Manage at-risk accounts with structured re-engagement plans; escalate when necessary.
  
  

Proactive Optimization

• Conduct regular environment reviews and deliver hands-on improvements: configuration, workflows, performance, and reporting.
• Maintain a value log for each customer—documenting optimizations made, issues resolved, and outcomes delivered, to support renewal conversations with evidence.
• Identify and remove adoption barriers before customers experience them as friction.

Strategic Advisory

• Facilitate Customer Success Plans and quarterly roadmap sessions tied to each customer’s business objectives.
• Provide governance coaching and portfolio maturity guidance as customer needs evolve.
• Participate in renewal planning 90+ days in advance; partner with Sales when expansion opportunities arise.

Technical Execution

• Deliver remote configuration support, integration troubleshooting, and release impact guidance.
• Leverage Power BI, Power Automate, and OnePlan APIs to support reporting and automation needs.
• Coordinate across Support, Product, and Engineering to resolve complex issues efficiently.

Our Ideal Fit

• 3+ years in a TAM, Customer Success, or Solutions Consultant role in a B2B SaaS environment.
• Demonstrated ability to manage a portfolio of accounts with measurable retention outcomes.
• Strong technical proficiency. Comfortable diagnosing configuration issues, reading data models, and supporting integrations.
• Excellent communication in high-stakes conversations: difficult renewals, executive briefings, at-risk account recovery.
• Experience with Project Portfolio Management (PPM) concepts and tools.
• Proficiency with Microsoft Power Platform: Power BI, Power Apps, Power Automate.
  
  

Bonus Points

• Hands-on experience with OnePlan or Microsoft Project.
• Familiarity with SharePoint, Teams, Azure, and the Microsoft 365 ecosystem.
• Experience with Agile and DevOps delivery methodologies.
• Prior experience building or contributing to customer health scoring frameworks.

More Reasons Why You Should Apply!

• We’re a remote-first company with team members across the USA, Canada, UK, and India!
• OnePlan has been recognized as the Global Microsoft Partner of the Year in Project Portfolio Management in 2019, 2020, 2021, 2022 and 2023.
• We’ve been named a "Strong Performer" in the latest Forrester Strategic Portfolio Management WAVE report.
• We offer comprehensive health, dental, and vision benefits, with additional insurance options.
• Employer RRSP and 401K matching programs.
• A fun, collaborative, and diverse environment with regular health and team challenges to keep things light and enjoyable!