Technical Success Manager - Strategic Accounts

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market. Department Focus: Strategic Accounts 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. Your Impact 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 Important Information • 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. • • Compensation: The expected annual salary for this role in Toronto is between CAD 80,000 - and CAD 100,000 • Compensation: The expected annual salary for this role in Chicago is between $90,000 - $110,000 • Compensation: The expected annual salary for this role in New York is between $95,000 - $120,00 • Vacancy Status: This position is for an existing vacancy. What you will do: • 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. What you will bring: • 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. Join Our Innovative Journey: At Deliverect, we're not just building a platform; we're redefining how restaurants and retailers connect with their customers globally. We're looking for agile, ambitious, and resourceful team members who are excited to tackle complex challenges, take calculated risks and contribute to innovative solutions that shape the future of commerce. What You'll Gain by Joining Us: Invest in Your Growth- We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment. Solve Meaningful Challenges- Contribute to tackling some of the most significant challenges in the global tech industry, directly impacting the way businesses operate worldwide. Drive Innovation- Immerse yourself in a culture where innovation isn't just a buzzword – our weekly releases and new features ensure you're always working on cutting-edge solutions. Collaborate with a Global Team- Be part of a diverse, international team that values transparency, visibility, and a multitude of perspectives. Be Part of a Unicorn- Join a rapidly scaling SaaS unicorn at the forefront of the order management industry, where your contributions have significant impact. Enjoy Regionally Tailored Rewards- Our compensation and benefits packages are thoughtfully designed to reflect the unique needs of each market, ensuring you’re supported with what matters most—right where you are. Our Commitment to Inclusion: We are dedicated to building a diverse and inclusive workplace where everyone feels valued and has equal opportunities to succeed. We strongly encourage applications from underrepresented groups. Important Information: 1. Fluency in English is required, with strong written and verbal communication skills being essential. 2. Applicants must possess the legal right to work in the country where the role is based, as we are currently unable to provide financial assistance for relocation or travel. 3. Please note that certain roles may require a background check as a condition of employment, and you will be informed of this during the initial screening process. 4. We strive for an efficient and objective hiring process. Please be advised that an Artificial Intelligence tool is utilized to assist in the initial screening and assessment of applications based on required skills and qualifications. This process is designed to support our recruiters and does not replace human review. If you require any accommodations or support during the recruitment process due to a disability, please do not hesitate to contact us at talent@deliverect.com. Ready to shape the future of commerce with us? Explore our opportunities and apply today!