Technical Account Manager (Job Req #2026-043) at Ross Video

Canada

Why Work at Ross Video? We have a great group of people working together to create and deliver cutting edge products that look amazing and are easy to use. We go all out so that our customers can have the best possible experience and achieve quality results. With a product focus, continual learning, results driven processes, and creative thinking, we constantly strive to improve our solutions and to deliver results. If you've ever watched live television, news, sports, or entertainment, you've seen our products in use. All of the major Hollywood award shows, most professional sports teams, and many of the largest broadcasters in the world use Ross Video technology. Get behind the scenes and learn about what it takes to make live events possible. If that resonates, and you’re someone with integrity, commitment, and a strong drive to deliver great products, we’d love to hear from you.<br/><br/><br/>Job overview:<br/>The Technical Account Manager I (TAM I) is a customer-facing, technically proficient professional responsible for supporting day-to-day needs of a portfolio of assigned accounts. The TAM I ensures smooth onboarding, ongoing technical guidance, and proactive support to maximize product value and customer satisfaction. This role collaborates closely with internal teams to resolve moderately complex issues and contributes to knowledge-sharing initiatives.<br/>Who you report to: Manager, Technical Account Management<br/>What we offer:<br/>Ross offers competitive salaries, comprehensive health plans, and several perks to help you perform at your best. Some of these perks include flexible hours, generous paid time off, fitness/wellness allowance, an employee share ownership program, development support, and a ton of fun social activities and events! Best of all, you will be part of the Ross Video family, and we've got an energizing environment here.<br/>What the job is all about:<br/> • Serve as the primary point of contact for customer accounts, responding to technical inquiries and providing clear, actionable guidance.<br/> • Guide customers through technical onboarding, ensuring successful adoption and configuration of Ross products.<br/> • Offer product usage advice and best practices that align with customer business goals, escalating more complex issues where needed.<br/> • Resolve technical problems by applying product knowledge, research, and collaboration with internal engineering and support teams.<br/> • Maintain detailed customer interaction records and ensure timely follow-up on outstanding issues.<br/> • Contribute to internal documentation, FAQs, and knowledge base resources to support scalable service delivery.<br/> • Provide input to product teams based on recurring customer feedback or pain points.<br/>Who you are:<br/> • Bachelor’s degree in a technical field or equivalent experience.<br/> • Minimum 3 years in technical support, systems integration, or account management roles.<br/> • Solid understanding of Ross Video’s core product portfolio and the broadcast industry.<br/> • Comfortable solving technical issues with guidance; escalates or consults when necessary.<br/> • Excellent interpersonal and communication skills; able to build rapport and trust with customers.<br/> • Familiarity with CRM and ticketing systems (e.g., Salesforce, Jira).<br/> • Able to manage several accounts and competing priorities simultaneously.<br/><br/>#LI-Remote<br/><br/><br/>Equity, Diversity &amp; Inclusion<br/>At Ross, we embrace diversity, and we want you to bring your authentic self to work. We are committed to building a team that includes a variety of backgrounds, perspectives, and skills. Inclusivity drives innovation and creativity, and that’s something we’re passionate about at Ross! We believe everyone should be able to enjoy a rewarding career at Ross, regardless of race, colour, religion, sexual orientation, gender, gender identity or expression, marital status, age, veteran status, physical or mental disability. If a disability means that you need any additional support during the recruitment process, please contact Talent Acquisition and we will make all reasonable efforts to accommodate your request.