Technical Account Manager

About F12

F12 was built by uniting IT consulting firms across Canada with a shared vision: to reduce risk and complexity by crafting technology platforms that empower leaders to focus and thrive. We elevate IT conversations from ingredients to outcomes, delivering fully designed solutions with no bad options. If you’re looking for the fast lane into an IT career or want to supercharge your professional development, you’ve come to the right place.

At F12, you’ll collaborate with a diverse team and gain exposure to technology services across countless businesses—building a resume rich with experience and accomplishments. Our mission is to elevate our employees by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders. We value humble service, continuous improvement, and hard work—and we’re looking for like-minded individuals to join us.

Reporting to the General Manager, the Technical Account Manager will provide an elevated experience and strategic integration by leveraging the F12 VCIO’s to assist in offering an enhanced customer value. They will work cohesively with the managers of the technical teams, Project Teams, and Coordinators Teams for seamless escalations and conflict resolution, as well as enabling the Renewals and Conversions Team for smooth and successfully renewal of our flagship clients.

The Technical Account Manager (TAM) will have an in-depth knowledge of their account base and build relationships with purpose. They will understand internal F12 team challenges within their base, work to resolve and align to improve the overall customer experience. Partnering with the Account Coordinators, they will ensure smooth aligned delivery of operational resolution and ongoing communication to the customer.

• Builds business relationships with purpose, advancing organizational goals of approximately 30-35 top-tier F12 accounts while maintaining retention of account base.
• Analyzes individual client challenges and proposes solutions to resolve them by creating, designing, and implementing client roadmaps.
• Clients view Account Managers as an extension of their organization. Consults and makes recommendations on key business decisions. For example, asked to join client annual business planning sessions
• Advocates for the Client within F12. Identifies and collaborates with internal stakeholders to resolve issues or escalations that impact client experience.
• Presents roadmap to Client in a compelling way. Client is committed to achieving roadmap outcomes
• Educates Client on F12 processes that enhance service delivery such as understanding escalation paths

• With guidance from the General Manager, defines measures of success for account base in annual and quarterly business plans
• Leverages advice of General Manager to improve roadmap and drive conversion to F12 primary offering
• Partners with internal stakeholders on how to improve account base experience within F12. Present areas of concerns, suggestions for enhancements, or overall trends and works with other departments to implement solutions
• Keep track of key account metrics
• Assess competitors by analyzing and summarizing information and trends, identifying sales opportunities

• Advises customers on technical scope, such as leveraging F12 services and products to better serve the clients tasks and goals
• Inform and train clients about F12 products and services
• Documents customer needs
• Researches current market trends, learn about new technology products and services to create better dialogue with the customer base
• Matches customer pain/requirements to potential technology solutions

• Advanced business knowledge and acumen. Understands the components of a successful business and how IT contributes to achieving goals
• Formal technical training, such as technical certification(s), or post-secondary education in a technical program, or equivalent
• Experience working in a technical program or equivalent experience working in a technical/troubleshooting capacity
• Capable of having technical conversations…