About Acorn PLMS: At Acorn PLMS, we are on a mission to transform the corporate learning experience. Our cutting-edge Performance Learning Management System (PLMS) software is powered by AI and designed to ensure that what people learn directly contributes to their exceptional performance in business. Corporate learning needs a revolution, and Acorn PLMS is the antidote. We are the only solution that guides learners step by step to master the specific capabilities required for their roles, ultimately accelerating organisational performance. About the role: Are you a strategic thinker with a passion for technology and a commitment to exceptional customer service? We''re seeking a dynamic Technical Account Manager (TAM) to join our team in Vancouver, Canada. In this role, you''ll be instrumental in managing customer relationships, ensuring technical success, and helping our customers maximise the value of our PLMS software across North America. You''ll collaborate closely with customers and internal teams in a fast-paced, high-growth environment. The best part we use our Acorn software at Acorn. We believe in the power of our Managers and Staff being aligned on the 5 capabilities needed for each role, and the level that we expect for any given role, using our Acorn AI tool to streamline this consistently across our business. The 5 levels comprise Foundational, Developing, Proficient, Advanced and Expert. Here are the 5 capabilities for our Technical Account Manager to give you an idea of what the role entails, and the level we are looking for from it: Client Relationship Management - Develop and maintain strong, long-term relationships with key stakeholders within client organisations. Serve as the primary point of contact, addressing client inquiries and concerns promptly to ensure satisfaction and trust. Level - Proficient: Manages complex client relationships independently, ensuring high client satisfaction. Sales and Account Expansion - Proactively identify opportunities for upselling and cross-selling Acorn PLMS solutions. Work closely with sales teams to drive account renewals and expansions. Level - Proficient: Confidently handles upsell and cross-sell scenarios, contributing to account growth. Business Insight and Strategic Guidance - Conduct regular business reviews with clients, offering strategic insights and guidance to ensure maximisation of client performance and learning initiatives. Level - Proficient: Independently conducts full reviews, contributing strategic guidance to client initiatives. Technical Solutions and Product Expertise - Possess a deep understanding of Acorn PLMS software to advise clients on system utilisation. Provide proactive support and insights into product usage and benefits. Level - Proficient: Advises clients on optimal use of PLMS to enhance their performance. Cross-functional Collaboration - Collaborate effectively with internal teams to ensure successful client implementations and ongoing satisfaction. Engage with various departments for seamless service delivery. Level - Proficient: Manages multiple team interactions, facilitating smooth implementations. Experience and qualifications: Customer-focused with 1-2 years experience of managing large enterprise accounts with expertise in building strong relationships 3-4 years of experience in customer success, technical support, or similar roles Experience with Amazon Web Services (AWS) preferred (additional training will be provided) Proven skills in communication, collaboration, problem-solving, and managing multiple projects and priorities We encourage anyone who feels they are a right fit and wants to work in tech to apply. If you don''t have the exact experience or qualifications but think you''re the right fit, let us know why you''re the right person in an awesome cover letter. Location We are open to individuals based in Vancouver, Canada. We are an office-first company, meaning we work from our local offices the majority (if not all) of the time. Please note candidates will need to be in commuting distance to our offices based in the CBD. Applicants must have full working rights in Canada to be considered for this role. Unfortunately, we are unable to provide visa sponsorship at this time. Our recruitment process Acorn is committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We are an equal opportunities employer and welcome applications from all qualified candidates. We aim to ensure that our recruitment process is fair and accessible to everyone and encourage candidates to request any accommodations needed during the application or interview stages. About Acorn Acorn is the hub for learning and performance for over 1 million active learners globally. The work you do whether thats writing lines of code, designing the layout of a dashboard, or talking to customers helps real people grow not just professionally, but personally. In the space of 10 years, weve grown to a global platform in the heart of many major organisations ecosystems. Theres still so much more to do, and we need people who are keen to help us journey into the next phase on board! And since were still growing, theres so much you can learn on that journey with us. Want to see more about life at Acorn? Check out our video: find out more about Acorn, our Values and working with us, check out our website at
Job Title
Technical Account Manager (TAM)