Technical Account Manager

Technical Account Manager (TAM)

Genista Biosciences |Location: Remote – Canada Only | Full-Time

ABOUT GENISTA BIOSCIENCES

At Genista Biosciences, we are modernizing food and product safety through state-of-the-art lab automation, accredited testing, and an AI-powered platform. We empower leading food, beverage, and consumer goods manufacturers with rapid, audit-ready data and seamless quality management tools.

ROLE OVERVIEW

We are seeking a Technical Account Manager (TAM) to serve as the bridge between client teams, laboratory operations, and software platforms. You will act as the primary technical advisor to customers, driving successful onboarding, resolving complex technical challenges, and supporting CSAMs to maintain high retention and satisfaction.

KEY RESPONSIBILITIES

• Customer Technical Support: Provide technical support to client Data Ops teams and lead technical discussions regarding test results, specs, and workflows.
• Troubleshooting Guides: Author and maintain technical troubleshooting guides, SOPs, and knowledge base articles.
• Technical Onboarding: Review customer testing methods/references; verify calculations, units, and specifications; setup new methods and automated platform workflows.
• CSAM Support & Escalations: Partner with CSAMs in meetings and emails to resolve complex customer challenges, technical inquiries, and account escalations.
• Damage Control & Quality (CAPA/CAR): Perform Root Cause Analysis (RCA) and lead Corrective & Preventive Actions (CAPA) and Corrective Action Requests (CARs).
• Trainings & Webinars: Plan and carry out technical webinars and specialized training sessions for customers and internal teams.
• Technical Marketing: Assist marketing teams with technical content creation for industry newsletters, articles, and collateral.

DOMAIN SPECIALIZATION TRACKS

Candidates may specialize in or align with one of the following domain areas:

• Analytical Chemistry TAM: Specialization in LC-MS, GC-MS, and ICP-MS testing techniques and data evaluation.
• Food Science / Chemistry TAM: Focus on Proximates, Nutritional Analysis, and Allergen testing/compliance.
• Food Microbiology TAM: Focus on Environmental Monitoring Programs (EMP), Pathogen Testing, and general Microbiology.

QUALIFICATIONS & REQUIREMENTS

• Education: PHD degree in Chemistry, Food Science, Microbiology, Biology, or a related scientific discipline.
• Experience: 3+ years in a technical client-facing role, laboratory operations, or technical account management.
• Domain Knowledge: Hands-on familiarity with LC-MS/GC-MS/ICP-MS, food chemistry analysis, or microbiological EMP frameworks.
• Problem Solving: Strong capability in root-cause analysis (RCA), handling customer escalations, and executing CAPA/CAR protocols.
• Communication: Excellent verbal and written communication skills; ability to translate complex lab data into clear customer insights.