Location: Canada

Job Type: Full-time

Key Responsibilities:

• Develop a deep understanding of customers’ technical environments, business needs, and goals to provide tailored solutions and guidance.
• Serve as the primary technical point of contact for assigned customers, ensuring their success in using our products and services.
• Proactively monitor and manage customer health, identifying potential issues and providing preventative solutions.
• Lead technical conversations, product reviews, and technical workshops with customers.
• Drive product adoption, ensure proper implementation, and provide guidance on best practices.
• Collaborate with internal teams (e.g., Support, Engineering, Sales) to resolve complex technical issues and advocate for customers' needs.
• Provide product updates, troubleshooting assistance, and technical guidance during critical incidents or escalations.
• Manage and prioritize multiple customer accounts, ensuring timely resolution of support requests and the delivery of high-quality service.
• Track and report on customer satisfaction, technical health, and product feedback.
• Assist customers in developing and executing their roadmap for product deployment, integration, and scaling.
• Contribute to the development of internal resources and best practices for customer success.

Required Skills and Qualifications:

• Bachelor's degree in Computer Science, Engineering, Information Technology, or related field (or equivalent experience).
• 3+ years of experience in a technical customer-facing role, such as a TAM, Solutions Engineer, or Technical Support Engineer.
• Strong technical background with experience in cloud services, enterprise software, or infrastructure technologies.
• Experience with troubleshooting and resolving complex technical issues in a fast-paced environment.
• Knowledge of IT infrastructure, networking, and system integration.
• Excellent communication and interpersonal skills, with the ability to build relationships with both technical and non-technical stakeholders.
• Ability to explain complex technical concepts in simple, customer-friendly language.
• Strong problem-solving skills, with a focus on customer satisfaction and success.
• Self-starter with excellent time management and organizational skills, able to handle multiple priorities and customers simultaneously.

Preferred Skills:

• Experience with specific technologies relevant to your company’s offerings (e.g., cloud platforms, SaaS solutions, security tools, etc.).
• Certifications in relevant technologies (e.g., AWS, Azure, VMware, Cisco, ITIL).
• Familiarity with agile methodologies and project management tools.
• Knowledge of IT service management (ITSM) best practices.
• Experience in a customer success or account management role in a technical environment.

How to Apply:

Please send your resume and a cover letter detailing your experience and why you're a great fit for this role to careers@axiom360.it. We’re excited to hear how you can contribute to our customers' success and our growing team!