Technical Account Manager

Are you ready to embark on a career that truly affects people around the world? Trulioo invites you to be a catalyst for change in the dynamic realm of digital identity verification. As the global front-runner in our industry, we are redefining how businesses grow, innovate and comply online. Picture yourself at the forefront of innovation, contributing to our award-winning platform that enables organizations worldwide to quickly onboard customers, optimize costs and combat fraud. Fueled by Silicon Valley support, Trulioo stands as the trusted platform that can verify more than 5 billion people and 700 million business entities spanning 195 countries. But Trulioo is more than a tech company. We are a united force of dedicated experts committed to establishing trust online - and we’re proud to be recognized as a BC Top Employer for the second consecutive year , reflecting our commitment to an inclusive, collaborative, and people-first workplace. Headquartered in Vancouver and with strategic hubs in San Diego and Dublin, we foster a culture of collaboration and open communication. Our offices support a hybrid model and staff typically work three days per week at a hub location. Join us where excitement meets innovation and contribute to a world where trust and technology unite. What We Offer Comprehensive Benefits: We provide a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage, retirement plans with company match, paid time off, parental leave, and an annual education & training stipend (equivalent to $1,000 in local currency). Specific benefits may vary by location and will be discussed further during the interview process. Flexible Hybrid Working Environment: Our offices are designed to support both collaboration and flexibility. Enjoy weekly lunches, quality coffee, and regular social events. Many locations also feature parent rooms, on-site gyms, comfortable lounges, and adaptable workstations to support your comfort and productivity. Wellness: We care about your well-being. Team members have access to wellness workshops and events, as well as a complimentary Headspace subscription to help you stay focused, grounded, and energized. Employee Resource Groups: Belonging is an important part of doing your best work. Our ERGs provide an inclusive space, support and community for employees of diverse backgrounds and allies. We host informative, fun sessions and celebrations that are often open to the entire organization. Position Summary: Reporting to the Team Lead, Service Delivery, the Technical Account Manager (TAM) serves as a trusted technical advisor responsible for supporting the operational and technical success of a portfolio of clients. Working closely with Customer Success Managers and cross-functional teams, the TAM helps ensure customers achieve value from the company's products through proactive technical guidance, operational support, technical adoption, and workflow optimization. The TAM acts as the primary point of engagement for ongoing customer technical interactions, supporting live operational processes, coordinating technical escalations, and driving technical health across assigned accounts. This role is ideal for experienced customer-facing technical professionals who enjoy partnering directly with customers to drive operational success, technical adoption, and platform optimization in a SaaS environment. This will be a full-time, permanent position working out of the Vancouver office on a hybrid model (3 days per week in the office). What You'll Be Doing: Serve as the primary day-to-day technical point of contact for assigned customers across Slack, email, and customer meetings. Monitor customer technical health, workflow performance, and operational trends to proactively identify risks and optimization opportunities. Provide technical guidance and operational best practices to support customer adoption and workflow optimization. Support customers through technical troubleshooting activities while coordinating with Support and internal teams as needed. Coordinate customer-facing technical escalations with Product, Engineering, DevOps, Support, and Operations teams. Partner closely with Customer Success Managers to support overall account health, customer retention, and technical success initiatives. Collaborate with the Implementation team during onboarding, transition-to-production, and stabilization activities for assigned customers. Support customer enablement sessions, operational reviews, and technical discussions during customer meetings and QBRs. Assist with technical validation activities during customer expansion opportunities in partnership with Solutions Consultants and CSMs. Contribute to knowledge-sharing initiatives by developing internal and client-facing resources, documentation, and best-practice materials. Participate in continuous improvement initiatives to improve customer operational success and internal service delivery processes. What You’ll Bring: 3+ years of experience in Technical Account Management, Customer Success, Implementation Consulting, or a related customer-facing technical role. Post-Secondary Degree or a combination of desired experience and education Demonstrated experience supporting customers through technical troubleshooting, operational workflows, integrations, or platform optimization initiatives. Experience coordinating cross-functional technical escalations involving Support, Product, Engineering, or Operations teams. Familiarity with APIs, technical workflows, and operational support models. Strong written and verbal communication skills with the ability to translate technical concepts into business-friendly guidance. Strong understanding of SaaS products, APIs, integrations, and workflow-based systems. Ability to explain technical concepts clearly to both technical and non-technical stakeholders. Strong troubleshooting, analytical, and operational problem-solving skills. Ability to manage multiple customer priorities and technical requests effectively. Strong organizational, communication, and stakeholder management skills. Ability to coordinate effectively across technical and customer-facing teams. Customer-centric mindset with strong technical advisory capabilities. Ability to align technical recommendations with customer business outcomes. Nice to Have: Experience with financial, compliance, and or regulatory industries Exposure to compliance, fintech, identity verification, fraud, payments, or regulated environments is considered an asset. Experience supporting developers with API integrations or equivalent technical experience preferred. Familiarity with SQL, Tableau, BI tools, or similar analytical/reporting platforms is considered an asset. Thriving at Trulioo At Trulioo, you’re not just an employee. You’re a valued member of our Trulicrew on a journey of professional and personal growth with a world-class organization. With Trulioo, you have the power to revolutionize the intersection of technology, digital trust and online identity to open the global economy to everyone. Together, we can shape the digital future. We’re on the lookout for exceptional people to empower with trust, autonomy and the freedom to cultivate their potential. Your curiosity, meticulous attention to detail and passion to contribute are highly valued. If that resonates with you, apply today to become a part of our team. Join us in shaping a future where your career isn’t just a journey but also a boundless exploration into the possibilities of technology and digital identity verification. Get an inside look at life at Trulioo by following us on LinkedIn , or learn more about us at www.trulioo.com If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that minorities and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply. Trulioo welcomes applications from people with disabilities. Support is available upon request for candidates taking part in all aspects of the selection process. Finally, we know from time-to-time emergencies happen and you may need to reschedule an interview - we understand and encourage you to be in communication without worrying about losing the opportunity or your credibility. Privacy Notice As part of our job application process, Trulioo collects, processes, and discloses personal data for the purpose of identifying suitable candidates for our job openings. For more detail, please visit Trulioo’s Website Privacy Policy in the section “When you apply for a job”.