Vancouver Technical Account Manager

Vancouver Technical Account Manager
Most Customer Success teams have turned into glorified Support Chat teams. When we say Customer Success we mean it, we’ve even renamed the function internally “Outcomes” because it’s about getting real outcomes for real customers and it’s a shared responsibility.

Product builds, sales sets expectations, and outcomes partners to deliver them.

Customer Success is not a cost‑center, it’s a revenue engine that is driving more and more of our revenue with renumeration like a sales role based on renewals and expansions. We’re here to hire people that can work outside of the box to deliver what customers are looking for, partner with some of the fastest moving global teams and help our customers Win more, Faster.

It’s hard work but it’s what’s required to win in the AI space and grow 15% MoM (10x last year).

Company Overview
AutoRFP.ai is one of the few products leveraging generative AI to its full potential, automating critical parts of the sales workflow. We've built the leading platform for RFP response management and automation, with customers across 30+ countries in just 18 months.

Revenue is growing on average 15% month on month, and we want to maintain that. We’re all a little bit crazy, and our customers are some of the most impressive businesses and people to work with.

Position Summary
We are looking for our third Customer Success team member who exhibits:

Care for customers. Actively listens and confidently presents solutions to complicated business problems

High Autonomy. Can look at a day and instantly prioritise what drives the most impact for their customers and our company.

Learns quickly. We’re looking for someone potentially earlier in their career, and is eager to make this a career defining role, working at an early‑stage start up and understands it can accelerate learning.

Fortifies and grows accounts. You actively work with customers to expand their usage of the platform and fight for the renewal when needed.

Your Mission
As the second Customer Success team member in our North American Market, you will:

Work directly with customers whether it be onboarding accounts for large businesses or triaging Intercom support requests

Drive expansion and renewals across our existing customer base while ensuring every customer is successful to win more, faster.

Help us dominate a category where ~$100 Billion USD is transacted through RFPs daily

This role offers a unique opportunity to become a key player in our Outcomes team and directly influence how we build this business and its products.

Key Responsibilities

Ensure our customers are successful.

Onboard new customers and work with them through their time with AutoRFP.ai

Provide online training to customers across NA, LATAM & occasional EU regions

Collaborate with the sales team across pre‑sales accounts. We’re all driving the same results, you’ll be working closely across teams. No silos.

Work across segments, from small business to enterprise

Use our product as a subject‑matter‑expert to assist in RFPs and Security Questionnaires

Identify and attain customer testimonials, case studies and reviews

Manage the customer lifecycle from signed contract to raving fan

Collaborate with Co‑Founders and our first CS hires to refine CS strategies

Provide feedback to the product team based on customer conversations to help shape the product roadmap

Generate revenue through renewals and account expansions

Become an absolute expert on our product and the competitive landscape

We want our team to be able to make impact right away. We don’t have everything figured out, but we want to ensure you are provided the right context and tooling and to be successful from day one.

In your first week you can expect to:

Understand our ICP and sit in on customer calls

Begin understanding our product and functionality

Reach out to existing customers to book in calls

By the end of the week:  Run a customer call end‑to‑end

In your first month you can expect to:

Confidently run customer calls independently across segments

Complete your first onboarding of a new customer

Complete your first proof‑of‑concept with the sales team

Enter your first deals into a…