As a Technical Account Manager, you serve as the dedicated technical expert for enterprise clients, guiding them through onboarding, managing escalations, analyzing performance, and collaborating with sales for renewals and growth.
The Opportunity (Hybrid Ottawa)
We are seeking a highly skilled, client-focused, and commercially-savvy Account Manager based in the Ottawa area to own the strategic, commercial, and technical relationships for our high-volume enterprise customers.
In this critical role, you will be the primary commercial strategist and single point of contact for our most valuable clients, bridging the gap between business objectives, technical execution, and commercial growth. As the AM, you will own the technical relationship from the moment a sale closes - guiding clients through onboarding, leading live demos, managing technical escalations, and acting as the strategic liaison between clients and SMTP.com’s internal Technical Support, Product, and Operations (Ops) teams.
You will combine deep commercial acumen with a strong functional understanding of email delivery infrastructure, guiding C-level conversations, leading contract negotiations and renewals, and actively collaborating with commercial teams to identify opportunities for expansion revenue.
Key Responsibilities
Client Onboarding & Sales Transition
- The Post-sales Liaison: Partner with the Sales team to ensure a seamless handoff immediately after a contract is closed, ensuring no client requirements are lost in transition.
- Onboarding & Implementation: Lead the technical onboarding process for high-volume accounts, coordinating setup, IP warming strategies, and integration testing.
- Product Demonstrations: Conduct technical product demos and walk-throughs customized to the client's specific sending architecture and business needs.
Single Point of Contact & Technical Escalation
- Technical Champion: Act as the dedicated, trusted technical advisor and primary escalation point for all technical issues, performance anomalies, and deliverability concerns.
- Support Liaison: Partner closely with Tier 2/3 Technical Support to expedite troubleshooting for high-priority incidents and ensure SLA compliance.
- Root Cause Analysis: Communicate complex technical resolutions and incident reports back to customers in an easy-to-understand, business-oriented manner.
Product & Operations (Ops) Liaison
- Voice of the Customer: Collect and synthesize client feedback, feature requests, and pain points to deliver actionable insights directly to the Product team.
- Infrastructure & Ops Alignment: Coordinate with Operations and Infrastructure teams to monitor client sending volumes, plan for capacity scaling, and manage IP reputation/warm-up plans.
- Beta Testing & Feature Rollouts: Help premium clients adopt new SMTP.com features, coordinating testing feedback loops between clients and engineering.
Proactive Performance Optimization
- Deliverability Audits: Regularly analyze sending logs, bounce rates, spam complaints, and authentication configurations (SPF, DKIM, DMARC) to proactively optimize clients' inbox placement.
- Technical Reviews: Conduct quarterly technical business reviews (TBRs) with key clients to report on delivery metrics, infrastructure health, and future growth alignment.
Commercial Alignment & Revenue Growth
- Renewals Safeguarding: Proactively monitor account health, adoption, and deliverability performance to eliminate technical churn risks and guarantee successful client renewals
- Expansion Revenue: Maintain a deep understanding of customer growth plans to identify expansion opportunities, such as volume tier increases, additional dedicated IPs, or premium support add-ons
- Commercial Collaboration: Partner closely with Account Management and Sales to provide technical validation during upsell discussions, contract renegotiations, and renewals.
Job Qualifications
- Location: Must be based in the Ottawa area and eligible to work in Canada.
- Experience: 3-5+ years in Enterprise Account Management, Commercial Customer Success, or Technical Account Management in a SaaS/IaaS environment.
- Commercial Acumen: Proven experience or strong proficiency supporting commercial activities, including securing renewals, mitigating churn risk, and identifying organic account expansion/upsell opportunities.
- Communication: Exceptional verbal and written communication skills, with a proven ability to explain complex technical concepts to non-technical stakeholders (and vice-versa).
- Relationship Management: Proven track record of managing and retaining high-value, high-volume enterprise accounts.
- Deliverability Knowledge: Solid understanding of email delivery concepts, authentication protocols (SPF, DKIM, DMARC, BIMI), and sender reputation management.
Nice-to-Haves
- Prior experience in high-volume email marketing, transactional deliverability, or digital marketing platforms.
- Experience with server administration, basic scripting or querying tools (SQL).
- API Experience & Understanding: Experience working with APIs (RESTful APIs, Webhooks). Must have a strong proficiency in troubleshooting API integrations, analyzing JSON/XML payload data, and assisting client developers with programmatic SMTP setups.
About SMTP/ Martech
SMTP, a part of Moz group and Ziff Davis company , has been a trusted leader in email delivery and deliverability. We provide high-volume transactional and marketing email relay services to businesses worldwide, ensuring their critical communications reach the inbox reliably and securely. Our infrastructure handles billions of emails, and we pride ourselves on unmatched delivery expertise, infrastructure robust enough for enterprise scales, and world-class, human support.
About Ziff Davis
Ziff Davis (NASDAQ: ZD) is a vertically focused digital media and internet company whose portfolio includes leading brands in technology, shopping, gaming and entertainment, connectivity, health, cybersecurity, and martech. Today, Ziff Davis is focused on seven key verticals – Technology, Connectivity, Shopping, Entertainment, Health & Wellness, Cybersecurity and Marketing Technology. Its brands include IGN, Mashable, RetailMeNot, PCMag, Humble Bundle, Spiceworks, RootMetrics, Everyday Health, BabyCenter, Moz, iContact and Vipre Security.
Our Benefits
Martech offers competitive salaries in addition to robust, health and wellness-focused benefits. We are committed to work-life balance with paid time off when you need it.
At Ziff Davis, we remain dedicated to creating an environment where everyone feels valued, respected, and empowered to succeed. We offer Employee Resource Groups, company-sponsored events, and regular opportunities for professional growth through educational support, mentorship programs, and career development resources. Our employees are recognized and celebrated through employee engagement programs and recognition awards.
If you're seeking a dynamic and collaborative work environment where you can see the direct impact of your performance and thrive both personally and professionally, then Martech is the place for you.
Compensation Range
Ziff Davis provides a range for the base pay. Factors that may be used to determine your actual pay may include your specific job related knowledge, skills, experience, and geographic location. The salary compensation for this role is between $85,000 - $95,000 OTE CAD. Individual pay within the compensation range for this business unit specific role is determined based on a variety of factors including experience, scope of the role, capabilities to perform the role, education and training, as well as business and company performance.
Ziff Davis is an Equal Opportunity Employer. At Ziff Davis, Diversity, Equity, and Inclusion (DEI) has always been about fairness, equal opportunity, and belonging. DEI enables us to attract and retain the best talent, regardless of background or circumstances, while enabling our thousands of employees worldwide to thrive. If you have a disability or learning difficulty that requires accommodation, please let us know by sending an email to is [email protected]
Similar Jobs
.png)
Cloud • Insurance • Payments • Software • Business Intelligence • App development • Big Data Analytics
The Enterprise Account Executive will focus on acquiring new business in the insurance sector, managing client relationships, and collaborating with sales teams to enhance reach.
Top Skills:
CRMSalesforce
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Design and implement core features for a lightweight macOS security sensor, collaborate cross-platform with teams, own feature lifecycle from design through delivery, debug low-level memory and performance issues, and mentor distributed engineers while aligning sensor architecture with broader Falcon Host strategy.
Top Skills:
AgileCC++LinuxmacOSSecurity FrameworksSwiftWindows
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
Lead and execute incident response engagements, perform host and network forensics across Windows, macOS, and Linux, conduct basic malware analysis and reverse engineering, develop hunting methods, produce reports and remediation plans, engage with legal and executives, and contribute thought leadership and public-facing content.
Top Skills:
AIAWSAzureBroGCPLinuxmacOSSuricataWindowsZeek
What you need to know about the Ottawa Tech Scene
The capital city of Canada and the nation's fourth-largest urban area, Ottawa has proven a rapidly growing global tech hub. With over 1,800 tech companies, many of which are leaders in their sectors, the city's tech talent now makes up more than 13 percent of its total workforce. This growth is driven not only by the big players like UL Solutions and Dropbox, but also by a thriving startup ecosystem, as new businesses emerge to follow in the footsteps of those that came before them.
