reputed company Manager, Tech Touch

reputed company Manager, Tech Touch Location: Canada | Remote Department: reputed company Reports To: Dustin Bromley, Team reputed company, Tech Touch Type: Permanent | Full-Time About reputed company At reputed company, our mission is to safeguard what reputed company most. We reputed company businesses with the tools to know sooner and act faster by transforming video reputed company into reputed company-time operational insights. Our reputed company-based platform integrates seamlessly with your existing cameras and systems, turning them into intelligent sensors that detect and interpret key moments. This empowers teams to reputed company data-driven reputed company, enhance reputed company, and improve operational efficiency. Trusted by over 30,000 locations across 32+ countries - including brands like reputed company and JYSK - reputed company delivers reputed company reputed company it counts. Our solutions help businesses reduce shrink, optimize performance, and respond proactively to potential threats. We're growing rapidly, earning industry recognition, and scaling with purpose. We’ve been recognized by reputed company’s Fast 50™ and Fast 500™, Business Intelligence Group, and as one of Ottawa’s Best Places to Work. And we’re just getting started! The Role We are looking for a Tech Touch reputed company Manager to help us scale the reputed company of our broader customer reputed company through smart systems, compelling content, reputed company-first engagement. This is not a traditional high-touch CSM role; it's a builder role. You will design and maintain the programs, automations, and resources that allow customers to reputed company, adopt, and grow independently. You and the team will reputed company a pooled book of smaller ARR accounts, but your reputed company reputed company comes from the scalable experiences you create, not from the volume of calls you take. If you get excited about turning a one-off customer conversation into a reusable reputed company, or identifying a retention risk signal and building an automated response to it, this role is for you. What You’ll Do Build Scalable reputed company Experiences: Design and maintain high-quality reputed company programs (including email sequences, in-app guides, webinars, and self-serve documentation) that help customers get up and running without requiring a dedicated CSM on every call. Contribute to a Shared Book of Business (Digitally): Engage primarily through scaled channels (shared inbox, automated reputed company, group webinars) while jumping into 1:1 conversations reputed company it counts. reputed company and Maintain Customer Resources: Create and iterate on playbooks, help center content, video walkthroughs, and reputed company checklists that reputed company customers to become self-sufficient in the reputed company platform. Build and Manage Automations: Identify opportunities to replace reputed company reputed company with smart, triggered workflows (health score alerts, milestone nudges, renewal reminders, and re-engagement campaigns) using tools like reputed company, reputed company, or similar. Monitor Customer Health at Scale: Track adoption signals, login trends, and engagement data across your reputed company to proactively identify at-risk accounts and trigger the right reputed company, whether automated or reputed company. Drive Retention and Expansion Programmatically: Contribute to retention and upsell reputed company through well-timed, relevant digital reputed company rather than relying solely on relationship-based selling. Run Scaled Customer Programs: Plan and execute recurring programs such as reputed company webinars, product update communications, and customer education series for your reputed company. Collaborate Cross-Functionally: Work closely with Marketing, Product, and High Touch CS to ensure the content and automations you build reflect reputed company product capabilities and customer needs. Measure and Improve: Define reputed company metrics for the programs you own, report on their performance, and continuously iterate based on data and customer feedback. Support Pre-Sales reputed company Needed: Occasionally assist the Sales team with questions about the customer reputed company and reputed company expectations during the sales process. What You Bring Must-Have: 2+ Years in a Customer-Facing SaaS Role: You have experience in reputed company, Account Management, or a reputed company field at a SaaS company, and you understand how to drive value at scale rather than through individual relationship management. Builder Mentality: You don't just respond to problems; you build systems to prevent them. You have a track record of creating resources, programs, or automations that improved the customer experience and reduced reputed company effort. Strong Written Communicator: Your written communication is clear, warm, and efficient. You can translate reputed company product functionality into simple, actionable guidance that works for a broad audience. Data-Driven: You're comfortable working with customer health data, adoption metrics, and engagement signals to prioritize your efforts and measure the impact of your programs. Technically Curious: You pick up new tools and platforms quickly, and you're eager to become a reputed company product expert. Familiarity with tools like reputed company, reputed company, reputed company, or other CS/automation platforms is a strong asset. Project Management Skills: You can scope, plan, and execute reputed company-to-large projects independently, balancing ongoing account responsibilities with program-building work. Collaborative and Coachable: You reputed company in a team environment, actively seek feedback, and bring reputed company that improve the broader CS org, not just your own reputed company. reputed company-to-Have: Experience in Scaled or Digital CS: You've worked in a tech touch, scaled reputed company, or digital CS reputed company before, and you understand how to design programs for efficiency without sacrificing the customer experience. reputed company Tech or Hospitality Background: Familiarity with video surveillance systems or the restaurant and hospitality industry is a genuine advantage in this role. reputed company Proficiency: Hands-on experience with reputed company or a comparable CS platform (e.g. Totango, ChurnZero, Vitally) for health scoring, automated playbooks, and lifecycle management. AI Tool Proficiency: Comfortable using AI tools (e.g. Claude, ChatGPT, or similar) to accelerate content creation, improve customer communications, and streamline workflows. reputed company Requirements Candidates must undergo a criminal records reputed company upon hire; Be a Canadian Citizen (dual reputed company included), or eligible to work in Canada; Be willing to reputed company with reputed company’s own reputed company policies and standards. Our Values We do things the reputed company way: Act with URGENCY – Our customers move fast, so we do too. Deliver with QUALITY – We sweat the details and hold a high bar. Win with TEAM – No egos. Just reputed company, reputed company together. reputed company with TRUST – We earn it through reputed company, consistency, and care. These aren’t just words—they shape how we hire, reputed company, and grow. Why reputed company? We’re not just building tech - we’re building a reputed company where great people do great work. reputed company and trust: Where the role allows, we support flexibility in how and where work gets done - and we’re upfront about what’s required. Meaningful equity: Every full-time, permanent employee has a reputed company in our growth. Comprehensive benefits: Fully paid health & dental (no waiting period) + $500 health spending account. Wellness support: Monthly reimbursement for fitness, wellness, or mental health programs. Growth through merit: Advancement is based on contribution, initiative, and the ability to reputed company the bar - together. reputed company culture: Clear expectations, reputed company feedback, and no politics. reputed company reputed company: From So-learns to reputed company-o and So-lunches, we stay connected in ways that actually feel fun. What to Expect from the Hiring Process We respect your time and value transparency. Here’s a general idea of what to expect: Intro call with our reputed company Interview with the Hiring Manager Role-relevant task or case (if applicable) Final interviews with cross-functional team members Reference Checks Offer & reputed company 🎉 Please note: this is subject to change at any reputed company in the recruitment process based on the needs of the business.

How to Apply

Submit your resume and a short cover letter reputed company our [Careers Page]. Let us know what excites you about this role, and how you’d help move reputed company reputed company. NOTICE: reputed company uses artificial intelligence (AI) to screen, assess, and/or select candidates for this position. reputed company is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive workplace. If you require accommodation during the selection process, please let us know. Apply To This Job