Technical Account Manager, Enterprise Support
Remote (Canada) | Hybrid Available – Kitchener, ON
Reports to: Manager, Customer Support
About Encircle
Encircle is leading the $1.6 trillion property insurance industry out of the dark ages of pen and paper, into the digital age of transparency and empowerment. Our easy-to-use software platform enables thousands of restoration contractors and insurance professionals across North America to process claims faster and with greater accuracy.
We’re a remote-first company with a collaboration hub in downtown Kitchener—and we’re growing.
About the Role
This pivotal role is designed for a proactive, self-motivated professional who excels in a fast-paced environment and is passionate about driving customer success and retention. You are someone who not only resolves issues but also deeply understands customer needs, anticipates challenges, and proactively identifies opportunities for value creation.
You will serve as a primary technical point of contact for our most valuable, strategic enterprise customers, building strong relationships and ensuring their optimal utilization of the Encircle platform. This role requires a blend of deep technical expertise, exceptional communication skills, and a keen business acumen to provide world-class support that contributes directly to customer satisfaction and contract renewals.
We’re looking for someone with 5+ years of experience in a technical account management, enterprise support, or senior customer success engineering role, ideally within a SaaS environment.
Key Responsibilities
- Deliver Strategic Technical Account Management: Provide proactive, white-glove technical support and guidance to Encircle's most valuable enterprise customers via phone and email, ensuring their success and satisfaction.
- Drive Product Adoption & Value: Deeply analyze customer product usage data to identify trends, uncover insights, and provide data-driven recommendations that optimize their workflow, enhance their return on investment, and support contract renewals.
- Proactive Engagement & Relationship Building: Initiate regular proactive calls and touchpoints with key stakeholders within assigned accounts to anticipate needs, address potential issues before they escalate, and strengthen long-term partnerships.
- Collaborate for Customer Success: Work in very close partnership with our Customer Success Managers to develop and execute account strategies, ensuring a unified and exceptional customer experience from onboarding through renewal.
- Complex Issue Resolution: Investigate and resolve highly complex technical issues, acting as a bridge between the customer and our engineering teams, while maintaining transparent and exceptional communication throughout the resolution process.
- Escalation Management: Expertly handle escalated and high-touch accounts with professionalism, urgency, and a solutions-oriented approach, ensuring swift and satisfactory outcomes.
- Bug Management & Feedback Loop: File, manage, and prioritize bugs and feature requests in Jira, clearly communicating detailed technical specifications and customer impact to the development and product teams.
- Identify Trends & Insights: Continuously monitor for patterns and trends in customer interactions and product usage, proactively raising potential incidents, UX pain points, or opportunities for product enhancement.
- Knowledge & Process Improvement: Contribute significantly to the creation and refinement of internal and external documentation, knowledge base articles, and best practices to scale enterprise support.
- Strategic Project Contribution: Take initiative on cross-functional projects aimed at improving the overall customer experience, product stability, and internal operational efficiency.
- Mentorship & Leadership: Share advanced technical knowledge and best practices, mentoring more junior members of the support team and contributing to their professional development.
- After-Hours Emergency Support: Participate in a 24/7 passive on-call to monitor a dedicated phone number and email for urgent after-hours issues, particularly supporting customers in UK timezones (emergencies only)..
- HOURS OF OPERATION- Monday–Friday, 9:00 AM–5:00 PM ET with some on-call and Holiday coverage rotation
✅ What You Bring
- 5+ years of experience in a Technical Account Manager, Enterprise Support, or Senior Customer Success Engineering role, preferably in a SaaS or technical B2B environment.
- Proven analytical skills with the ability to dig into product usage data, extract meaningful insights, and present findings to both technical and non-technical audiences.
- Exceptional proactive communication skills, both written and verbal, with a calm, professional phone presence and the ability to influence and build rapport with executive-level stakeholders.
- Fluency in both French and English is a strong asset.
- Demonstrated ability to self-learn complex tools and platforms quickly and independently.
- Experience in managing relationships with large, complex enterprise customers and navigating intricate organizational structures.
- Familiarity with CRM (e.g., Salesforce), support ticketing systems (e.g., Zendesk), and project management tools (e.g., Jira).
- Superior problem-solving skills, critical thinking, and the ability to perform under pressure.
- A highly collaborative mindset with a proven track record of working effectively across internal teams (Sales, Product, Engineering, Customer Success).
- Experience in insurance, restoration, or construction industries is a plus—but not required.
What You’ll Gain at Encircle
We are a high-impact, agile team dedicated to supporting our most valuable customers. As a Technical Account Manager, you will have the unique opportunity to directly influence enterprise customer retention and growth, stretch beyond traditional support, and contribute meaningfully to our product's evolution and customer strategy.
We’re building tools for people doing essential work—helping families and businesses recover after a disaster. If you care about making a significant difference in a dynamic, remote-first environment, you’ll fit right in.
Why Encircle?
- Balance: Flexible hours, self-managed vacation, and trust to manage your time
- Remote-first: Work where you’re most productive—with access to our collaboration hub in Kitchener
- Growth-oriented: We support your learning and career development
- Well-being: We care about the full human—inside and outside of work
Encircle is an equal opportunity employer committed to building a diverse and inclusive team. We encourage all qualified candidates to apply and will work with applicants to accommodate accessibility needs throughout the hiring process.
