Job Description

Zipline is a well-funded and quickly growing SaaS company that works with many of the world's top retailers across many industries. We have best-in-class NPS and CSAT scores, and our customers rave about us. Plus, we are a fully remote company with employees all over Canada, the United States and beyond!

Please note: Zipline is 100% remote and accepts applicants from Canada, US & internationally. This role would require you to work in a North American Time Zone.

The Technical Account Manager fills a critical role within Retail Zipline. This person is responsible for providing in-depth technical support, training, and guidance to ensure customers fully utilize the product's features, achieve their business goals, and maintain high satisfaction levels by deeply understanding their technical needs and tailoring solutions accordingly. Only seeking self-starters that are independent thinkers and who love building and developing relationships with others!

Key Responsibilities:

• Collaborating with Account Management and engineering teams to design and implement solutions that align with client needs and objectives
• Provide technical support to customers as part of the pre-sales and post-sales procedures.
• Work with clients to ensure their understanding of the usage of products.
• Consult with clients to understand challenges and needs to be addressed
• Assist consumers with technical requests and resolve any technical issues that arise.
• Evaluating customer needs to suggest upgrades or additional features
• Establish strong customer relationships, particularly with key stakeholders and sponsors.
• Design holistic solutions that seamlessly meet customer needs and requirements
• Define job descriptions, responsibilities, and requirements for a given solution
• Assist developers with customers' suggestions and feedback to help determine potential new products and features.
• Manage and implement technical solutions and upgrades like third party integrations, data feeds, and more

Must-haves:

• 4+ years providing technical support for accounts in a B2B SaaS environment, ideally with retail as a vertical.
• Preferably, experience in Retail, working with retail customers or in Headquarters
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
• Experience in delivering client-focused solutions based on customer needs
• Ability to manage multiple projects at a time while paying strict attention to detail
• Experience with project management software such as Basecamp, Asana, Jira, etc.
• Technical experience delivering integrations, data feeds, and working with API's
• Has deep knowledge of SaaS application development, distributed systems, and release/version management.
• Excels at learning new software quickly and often has an intuitive knowledge about how product features work.
• Self-starter, initiator, strong organizational, presentation, interpersonal and consultative skills a must.
• Outstanding listening and writing skills.
• A keen ability to translate complex concepts into simple and intuitive communication.
• Familiarity or professional work experience with Ruby on Rails, Web Services, API, PostgreSQL/MySQL, and IP based protocols
• Team player with excellent collaboration skills to build relationships across the company -- both ours as well as our customers.
• A strong track record for managing relationships and supporting their onboarding efforts.
• Demonstrates work behaviors such as self-motivation, dependability, and dedication.
• Highly organized.

Compensation:

At Zipline, we're committed to paying our team fairly, transparently, and in a way that supports growth. This role has a minimum annual salary within Canada of $94,400 CAD and a maximum of $141,600 CAD . This role has a minimum annual salary in the USA of $100,000 and a maximum of $150,000 USD .

The broad salary ranges reflect the growth someone will experience in the role—from developing skills to reaching expertise within their career level. We've found that hiring team members with the expectation of being accomplished in the role sets them up for success, which for this position on the USA band means a starting salary of $112,500 USD Within the Canadian band, $106,200 CAD . Salaries below this point typically reflect someone with potential but still building the necessary skills, while salaries above are for individuals already excelling in the role, with a deep understanding of Zipline's impact on customers, product, and company.

At Zipline, you'll continue to have career development conversations with your manager to ensure your compensation grows as you advance.

Our salary ranges are determined by market, factoring in our revenue and employee size, paying competitively at the 75th percentile. In higher cost of living markets, we apply 5-10% multipliers on our ranges, depending on the location, to maintain competitive compensation and reflective of the increased expenses our team members face in those areas. While we primarily hire in Canada and the USA, we are a global employer, and all hiring regions will use the same methodology to determine fair and transparent pay.

Transparency is key to building trust in our compensation process. To better understand how this range is determined, we encourage you to ask as many questions as you'd like about compensation during the interview process to ensure clarity and confidence.

What's in it for you:

• Remote-first culture: Join a high performing, fully remote team and work where you're comfortable
• Stock Options: Get meaningful ownership in a fast-growing, venture-backed company shaping the future of retail.
• Time off: We believe rest fuels great work. Our flexible time-off policy gives you the freedom to take the breaks you need, when you need them—whether it's a long weekend or a well-deserved vacation. We'll also give you a monthly coffee-shop stipend to switch up your workspace and get inspired outside the office. And when you've been with us for five years? You'll earn a fully paid one-month sabbatical to truly unplug and reflect—we call it a thank-you for your impact and dedication.
• Benefits: World-class medical, dental, and vision policies.
• Team Connection: Annual company off-sites in fun locations. We've done New York, Costa Rica, Whistler, Palm Springs, San Diego, and Mexico City.
• Volunteering: Every quarter, Zipliners get a paid day off to volunteer for a nonprofit of their choice.
• Learning: We support continuous learning and provide unlimited access to our Udemy Business account
• Great humans, great work: Work with kind, collaborative teammates who care about doing meaningful work and making a real impact. We value diversity of all kinds and are committed to building a diverse and inclusive workplace where we learn from each other. We are an equal opportunity employer and welcome people of all different backgrounds, experiences, abilities, and perspectives.

Want to learn more about how we work?

We may be remote, but we're anything but disconnected. Zipline is a thriving, dynamic team spread across the globe—collaborating, innovating, and having a blast along the way.

Zipliners work from all over—vans, boats, Airbnbs, and everything in between. No office? No problem. Our culture still feels like one big hug.

Even though we're distributed, we make space to connect—whether it's our weekly all-company social or gathering in person at our yearly retreats. We're building something meaningful together, and we're glad you're considering being a part of it.

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