Technical Account Manager - Kickbox

Description

Position at MOZ Group

The Opportunity (Hybride Ottawa)

We are seeking a highly analytical, client-focused, and commercially-savvy Technical Account Manager based in the Ottawa area to partner with our high-volume enterprise  this role, you will be the dedicated technical advocate, strategic advisor, and primary support liaison for Kickbox's premium clients, ensuring they maximize the value of their verification services. You will oversee the complete post-sales lifecycle: leading technical onboarding, acting as the bridge to our technical support desk for escalations, managing verification credit allocations, maintaining usage logs, and producing comprehensive reports.

By monitoring usage patterns and ensuring a seamless technical experience, you will work closely with our Sales team to identify expansion opportunities and protect recurring revenue.
Key Responsibilities
1. Client Onboarding & Sales Collaboration

Seamless Sales Handoff: Partner with the Sales team to take ownership of newly closed high-volume enterprise accounts, translating contract terms into technical implementation plans.

API Integration & Onboarding: Assist client development teams with integrating the Kickbox Real-Time Verification API into their registration forms, CRMs, and internal systems.

Platform Demonstrations: Conduct personalized platform demonstrations and walkthroughs of Kickbox’s list cleaning and deliverability suite.

2. Support Liaison & Technical Escalation

Primary Support Liaison: Act as the dedicated single point of contact and trusted technical advisor for premium clients, bridging the gap between their engineering/marketing teams and Kickbox's internal Support department.

Escalation Management: Own, prioritize, and fast-track complex support issues, coordinate with Tier 2/3 Technical Support and Operations, and ensure swift resolution within agreed SLAs.

Root Cause Communication: Translate complex backend engineering analyses and incident resolutions into clear, digestible, and business-focused client communications.

3. Credit & Usage Management

Credit Monitoring: Proactively monitor and manage customer verification credit balances, ensuring high-volume senders never experience service interruptions due to depleted balances.

Usage Log Maintenance: Maintain accurate, up-to-date customer usage logs to track system performance, API response times, and daily verification volumes.

Proactive Troubleshooting: Act as the first line of defense for API integration anomalies, list upload errors, and authentication/credential issues.

4. Usage & Revenue Reporting

Performance Reporting: Produce and present periodic verification reports for enterprise clients, detailing list hygiene trends, bounce mitigation, and cost-benefit analysis.

Internal Revenue Metrics: Generate monthly and quarterly usage-to-revenue reports for internal stakeholders, highlighting consumption trends and forecasting future credit needs.

Operational Audits: Analyze usage logs to identify efficiency gaps, optimizing how clients structure their API calls to minimize latency and manage costs.

5. Expansion Revenue & Commercial Growth

Expansion Identification: Leverage usage logs and growth trends to identify accounts ripe for expansion (., migrating from pay-as-you-go credits to monthly recurring subscription tiers).

Joint Account Strategy: Work collaboratively with Sales/Account Executives on account reviews, renewal strategies, and pitching advanced deliverability features.

Renewals Safeguarding: Keep a pulse on client health and API usage patterns to detect and mitigate drop-offs in verification activity, protecting recurring revenue.

6. Product & Operations Liaison

Feedback Loop: Represent the voice of our enterprise users to the Product and Engineering teams, helping prioritize API enhancements, new dashboard features, and deliverability tools.

System Health Alignment: Coordinate with Infrastructure and Security Operations to report on volume spikes and ensure platform scalability for enterprise batches.

Job Qualifications

Location: Must be based in the Ottawa area and eligible to work in Canada.

Experience: 3–5+ years of experience in a Technical Account…