Technical Account Manager – Product Delivery & Client SuccessMontreal / Hybrid · Full-time
SmartPixel™ is a cutting-edge technology company specializing in the development of interactive 3D platforms, immersive sales experiences, and SaaS solutions for the global real estate industry.
For more than 15 years, SmartPixel has partnered with leading real estate developers and sales organizations across North America, Europe, Latin America, and the Middle East to deliver innovative technologies that transform how properties are marketed and sold. Our ecosystem combines real-time rendering, interactive environments, SaaS platforms, custom software development, and integrated hardware solutions to create exceptional customer experiences.
As our client portfolio continues to grow internationally, we are looking for a Technical Account Manager who will ensure the successful delivery, adoption, and long-term success of our solutions while also serving as a trusted technical and operational resource for internal teams.
Reporting directly to the Lead TAM and working closely with the Production team, the successful candidate will serve as the primary point of contact for a portfolio of strategic clients. This individual will own the post-sales relationship, coordinate project delivery, manage client expectations, oversee critical issues, and help identify opportunities to expand existing accounts. Without direct people-management responsibilities, the Technical Account Manager will exercise situational leadership by stepping in when a project, meeting, or cross-functional issue requires structure, coordination, or technical guidance.
This role is ideal for someone who enjoys operating at the intersection of technology, project management, client relations, and business growth.
Main Responsibilities1. Product Delivery & Project Leadership- Lead project kickoffs and onboarding activities following contract signature.
- Translate commercial commitments into structured delivery plans and internal execution strategies.
- Coordinate internal teams to ensure projects are delivered on time, on budget, and according to client expectations.
- Develop and maintain project schedules, milestones, and delivery roadmaps.
- Monitor project risks and proactively implement mitigation strategies.
- Manage project scope evolution and coordinate change requests when required.
- Ensure clear communication between client stakeholders and internal teams throughout the project lifecycle.
- Escalate critical issues and delivery risks when necessary.
2. Client Success & Strategic Account Management- Act as the primary point of contact for assigned strategic accounts.
- Build trusted relationships with key stakeholders and decision-makers.
- Understand client objectives and ensure successful adoption of SmartPixel solutions.
- Conduct regular account reviews and strategic follow-up meetings.
- Monitor client satisfaction and identify opportunities to strengthen long-term partnerships.
- Maintain visibility on account health and proactively address potential concerns.
- Support client retention and contribute to long-term account growth.
3. Technical Coordination & Solution Expertise- Develop a strong understanding of SmartPixel’s products, platforms, and technical ecosystem.
- Serve as the bridge between clients and internal production, development, and support teams.
- Diagnose and coordinate the resolution of technical issues and client-impacting incidents.
- Assist clients in understanding product capabilities, technical requirements, and best practices.
- Ensure technical requests and business requirements are accurately translated into actionable deliverables.
- Coordinate internal resources to ensure timely resolution of escalated issues.
- Serve as a technical and operational reference for other Technical Account Managers and Project Managers facing complex situations.
- Facilitate cross-functional meetings when additional structure or direction is required, helping teams establish clear ownership and next steps.
- Act as an internal escalation point for complex technical or operational problems until the appropriate resources are mobilized and a clear path to resolution is established.
- Provide hands-on technical support and troubleshooting guidance to clients and internal colleagues when required.
- Participate proactively in the quality assurance of project deliverables and promote strong QA practices across the delivery team.
- Share knowledge and support colleagues in resolving problems, without assuming direct people-management responsibilities.
- Identify recurring technical or operational issues and contribute to improvements in processes, tools, and documentation.
4. Account Growth & Commercial Development- Identify opportunities for upselling, cross-selling, and account expansion.
- Collaborate with leadership and sales teams to maximize account value.
- Recommend additional services, customizations, and solutions that support client objectives.
- Contribute to recurring revenue growth through strong client engagement and successful product adoption.
- Support renewal discussions and long-term account planning.
5. Performance Monitoring & Continuous Improvement- Monitor project delivery metrics and account performance indicators.
- Track product adoption, engagement, project status, issue resolution times, and escalation trends.
- Prepare account summaries and project updates for management.
- Identify recurring challenges and recommend improvements to internal processes.
- Contribute to the continuous enhancement of SmartPixel’s delivery and client success methodologies.
Profile SoughtWe are seeking a highly organized and client-oriented professional who is comfortable navigating both technical and business conversations. The ideal candidate combines strong project management skills with a natural ability to build relationships, coordinate multidisciplinary teams, maintain a high level of client confidence throughout complex project lifecycles, and lead situations effectively without relying on hierarchical authority.
The successful candidate will have experience working in a technology, SaaS, software development, or digital services environment and will be comfortable managing multiple high-value accounts simultaneously. A strong understanding of software delivery processes, client-facing project management, and technical problem-solving is essential.
While this role does not require hands-on software development experience, the ability to understand SaaS platforms, CMS environments, APIs, integrations, and technical concepts is important in order to communicate effectively with both clients and internal technical teams.
Experience working with international clients, enterprise-level stakeholders, or complex technology implementations will be considered a strong asset.
An interest in real estate technology, immersive experiences, interactive 3D applications, or emerging digital platforms will also be highly valued.
Objectives After 6 MonthsWithin the first six months, the successful candidate will be expected to establish strong working relationships with assigned clients and become fully integrated into SmartPixel’s delivery ecosystem.
They will be responsible for successfully managing a portfolio of strategic accounts while providing clear visibility on project progress, client satisfaction, delivery risks, and growth opportunities. By this stage, the candidate should have implemented structured account management practices, improved communication flows between clients and internal teams, strengthened quality assurance practices, and demonstrated the ability to resolve complex issues through proactive technical and operational leadership.
The successful candidate will also be expected to identify opportunities to increase client engagement, strengthen product adoption, and support the long-term growth of existing accounts.
Company BenefitsAt SmartPixel, we believe that exceptional people create exceptional products. We are committed to providing an environment where talented individuals can grow professionally while maintaining a healthy balance between work and personal life.
Employees benefit from a competitive compensation package, a flexible hybrid work environment, and access to a comprehensive group insurance program including health, dental, vision, disability, life insurance, and a health spending account following the probation period.
Additional benefits include employer RRSP contributions, telemedicine services, cell phone and internet allowances, public transit or parking reimbursement, ongoing professional development opportunities, and four weeks of paid vacation annually.
Our offices are conveniently located near Place-des-Arts metro station in downtown Montreal, providing easy access to public transportation and city amenities.
Working ConditionsThis is a permanent full-time position based in Montreal, Quebec, operating under a hybrid work model combining office presence and remote work. Presence at the office is required at least 3 days a week.
Compensation will be determined based on the candidate’s experience, qualifications, and overall fit for the role.
The expected schedule is 40 hours per week with flexible daytime working hours.
Right to Work in CanadaCandidates must be legally authorized to work in Canada at the time of employment. Proof of eligibility may be requested during the hiring process.
Equal OpportunitySmartPixel is committed to fostering an inclusive and diverse workplace. We encourage applications from all qualified individuals and are dedicated to providing equal employment opportunities regardless of background, identity, or personal circumstances.
Language RequirementProfessional proficiency in French and English is required. The selected candidate will regularly interact with English-speaking clients, partners, and stakeholders located outside Quebec.
Professional proficiency in French is also required for effective collaboration with internal teams and local stakeholders.
