Technical Account Manager

Vocantas provides workforce engagement and communication solutions for organizations where responsiveness and reliability are critical. Its platform helps customers improve staff communication, automate scheduling and outreach workflows, and increase operational efficiency. Vocantas supports organizations across North America in streamlining their processes and improving the experience for their staff and the people they serve.

Vocantas is part of Fluent Software Group (a Valsoft Corporation operating group), a global acquirer and operator of vertical market software businesses. We focus on specialized industries where expertise creates lasting advantages.

Vocantas is looking for a Technical Account Manager to make sure our customers succeed after they buy, partnering with the Account Executive who owns each account. This role blends hands-on support, adoption strategy and product expertise. You’ll triage and resolve customer issues, work with internal teams to move them forward, present insights at QBRs, and identify opportunities to expand.

You’ll also have an opportunity to improve how the team operates by spotting gaps, suggesting practical solutions, and helping build stronger customer success processes as the organization evolves.

Location:

Canada (remote)

While we aim to keep to regular business hours, this role requires the flexibility to support customers outside those hours, and across time zones, when urgent issues arise.

The salary for this role is $60,000–75,000 per year, plus an annual performance bonus and an uncapped expansion incentive. Final compensation will be determined based on experience, skills, and qualifications.

Customer Support

• Act as the first point of contact when customers in your portfolio experience an issue or need assistance.

• Troubleshoot and resolve support tickets, bringing in Support, Product or Engineering when an issue needs their expertise.

• Manage customer escalations and sensitive situations with clear communication and consistent follow-through.

Triage, Prioritization & Internal Communication

• Triage and prioritize customer issues and activities across your portfolio to meet service commitments.

• Work with Support, Product and Engineering on complex issues, providing the context needed to move them toward resolution, and keep customers informed throughout.

• Track customer commitments, open action items, and internal follow-ups through to completion.

Engagement & Adoption Strategy

• Lead onboarding activities for Enterprise customers, including milestone planning, progress tracking, and adoption support.

• Build strong customer relationships through proactive communication, regular engagement, and a clear understanding of each customer’s needs.

• Identify at-risk accounts early through customer feedback, usage trends, and engagement patterns, and proactively drive recovery plans.

QBRs & Account Strategy

• Partner with the Account Executive on structured Quarterly Business Reviews (QBRs) focused on customer outcomes, adoption, and future priorities.

• Present usage and value insights, and follow through on the action items that come out of each review.

Expansion & Renewals

• Identify expansion opportunities across your accounts and support the Account Executive through to close.

• Support renewal conversations with insight into account health, risks and value delivered.

Product Expertise & Continuous Improvement

• Develop deep expertise in the Vocantas platform and serve as a trusted advisor, guiding customers on best practices and training them to get the most out of the product.

• Look for gaps, inefficient processes, or recurring customer issues and bring forward practical solutions to improve how the team works.

• Collaborate closely with…