Description
At Engine by Starling, we're on a mission to find and work with leading banks around the world who have the ambition to build rapid growth businesses on our technology. We're looking for a future leader to join our team as a Senior Technical Account Manager for Canada, based in Toronto.
This is a rare opportunity to build something from the ground up. As Engine's inaugural Senior Technical Account Manager for Canada, you'll lead our entry into one of North America's most sophisticated and tightly regulated financial markets, anchored by a strategic partnership with a major Canadian financial institution.
As a Senior Technical Account Manager, you'll serve as the primary executive-level technical advisor for our Canadian launch client, a well-known digital challenger bank backed by one of the Big Six. You'll cultivate a relationship that will define Engine's regional credibility for years to come.
Your responsibilities will include:
- Driving the end-to-end technical success strategy for our Canadian launch client, with a clear focus on platform adoption, client satisfaction, and measurable business outcomes aligned to their Canadian market entry goals.
- Owning and localising Engine's global TAM playbook for the Canadian market, adapting frameworks, success metrics, and engagement models to reflect the regulatory and cultural context of Canadian financial services.
- Developing and executing joint success plans with the client, identifying and prioritising technical initiatives that accelerate their core use cases and long-term platform value.
- Leading Monthly and Quarterly Business Reviews (MBRs/QBRs), presenting strategic insights on platform performance, feature adoption, and forward-looking value realisation to VP and C-Suite stakeholders.
- Building and sustaining trusted advisory relationships at the executive level, translating complex platform capabilities into clear business value for Canadian market operations, and ensuring Engine is seen as a strategic partner, not a vendor.
You'll also be responsible for:
- Owning the end-to-end Major Incident lifecycle for the Canadian client, driving cross-functional resolution with urgency, clear communication, and accountability across internal and client teams.
- Leading proactive Problem Management initiatives to identify systemic risks, address root causes, and reduce the frequency and impact of incidents over time.
- Serving as the Canadian client's primary escalation point for technical issues, maintaining composure and credibility under pressure in an environment where platform reliability directly affects financial operations.
As a member of our global TAM community, you'll participate in a collaborative on-call rotation, working alongside TAMs in the UK and Australia to ensure our global client base always has access to expert support.
Requirements:
- 5+ years of progressive experience in Technical Account Management, Strategic Customer Success, or a comparable client-facing role.
- A demonstrated track record managing top-tier enterprise accounts or leading foundational client relationships in a new market or region.
- Proven ability to localise and execute a global strategy or methodology within a distinct regional context, adapting rather than replicating.
- Fluency with cloud-based SaaS platforms and APIs, with the ability to troubleshoot and resolve complex technical issues independently and with credibility.
- Executive presence: proven effectiveness building relationships with and influencing the technical strategy of C-level and VP-level stakeholders.
- Outstanding written and verbal communication skills, with a track record of translating complex technical concepts for non-technical executive audiences, confidently and concisely.
Highly desirable:
- Direct experience working in, or supporting clients operating in, the Canadian financial services market.
- Familiarity with Canadian financial regulatory frameworks, including OSFI guidelines, FINTRAC reporting obligations, and relevant provincial regulatory requirements.
- Experience as a first-hire or market-entry employee, with a track record of building and scaling high-performing teams.