Simpplr

Technical Account Manager, TAM

Simpplr

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $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.