Technical Account Manager
Spreedly
Technical Account Manager, TAM
Simpplr
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $115,000 - $135,000 per year
Job Level
Mid-LevelSenior
Tech Stack
AWSCloudJavaScript
About the role
- Proactive Customer Engagement
- Serve as the primary technical point of contact for assigned enterprise customers.
- Conduct regular health checks to identify risks, gaps, and optimization opportunities.
- Develop and execute proactive success plans to improve adoption, stability, and performance.
- Anticipate issues before they occur, leveraging data insights, system monitoring, and customer feedback.
- Deeply understand Simpplr’s architecture, APIs, integrations, and configuration best practices.
- Guide customers on technical implementation, configuration changes, and platform optimization.
- Partner with product and engineering teams to advocate for customer needs and drive resolution of complex issues.
- Provide root cause analysis (RCA) for critical incidents and ensure preventative measures are implemented.
- Act as the main point of escalation for urgent or complex customer issues, ensuring timely communication and resolution.
- Coordinate across support, engineering, and product teams to drive accountability and closure on escalated cases.
- Maintain clear visibility for customers during escalations, providing updates on progress and next steps.
- Capture and communicate lessons learned from escalations to prevent recurrence.
- Build and maintain trusted advisor relationships with technical stakeholders, admins, and business sponsors.
- Collaborate with Customer Success Managers (CSMs) to align on strategic account goals and outcomes.
- Escalate risks early, ensuring internal teams are aligned on mitigation steps.
Requirements
- 5+ years of experience in Technical Account Management, Solutions Engineering, or Customer Success with a technical focus.
- Strong technical background with experience in SaaS platforms, APIs, SSO/SAML, integrations, and cloud environments.
- Proven track record of proactive account management and handling customer escalations end-to-end.
- Excellent communication skills, able to explain technical concepts to both technical and non-technical audiences.
- Experience conducting root cause analysis and implementing preventative solutions.
