Description

The Opportunity (Hybride Ottawa)

• 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.

• 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.

• 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.

• 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.

• Expansion Identification: Leverage usage logs and growth trends to identify accounts ripe for expansion (e.g., 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.

• 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.

• Location: Must be based in the Ottawa area and eligible to work in Canada.
• Experience: 3–5+ years of experience in a Technical Account Manager, Technical Customer Success, Solutions Engineer, or Technical Support Liaison role within a SaaS or Developer-focused environment.
• Support & Escalation Management: Proven ability to manage enterprise support escalations, coordinate with backend technical teams, and clearly communicate technical resolutions under tight deadlines.
• API Proficiency: Hands-on experience working with and troubleshooting RESTful APIs and Webhooks. Ability to parse JSON payloads, read developer documentation, and confidently discuss integrations with software engineers.
• Commercial Acumen: Strong experience collaborating with sales teams, with a track record of identifying expansion/upsell opportunities and maintaining high customer retention rates.
• Data & Reporting Skills: Strong proficiency in data analysis, including working with spreadsheets (Excel/Google Sheets) or SQL to analyze usage logs, generate visual reports, and track revenue metrics.
• Email Industry Knowledge: Solid understanding of the email landscape, including the impact of list hygiene on deliverability, bounce rates, spam folders, and sender reputation.
• Communication: Exceptional verbal and written communication skills; comfortable presenting technical data and usage reports to both technical teams and executive-level business sponsors.

• Familiarity with database querying tools (SQL) or log analysis platforms (Kibana, Datadog).
• Experience with major marketing automation and ESP platforms (e.g., Hubspot, Marketo, Salesforce).