Technical Account Manager

Summary

Join Simpplr as a Technical Account Manager (TAM) and ensure the success and satisfaction of our enterprise customers. You will be the primary technical point of contact, conducting regular health checks and developing proactive success plans. Leverage your technical expertise to guide customers on implementation, configuration, and optimization. Manage escalations, ensuring timely resolution and collaborating with internal teams. Build strong relationships with technical stakeholders and contribute to a positive customer experience. This role requires a strong technical background in SaaS platforms and excellent communication skills. Simpplr offers competitive compensation, benefits, and growth opportunities, including a flexible work environment.

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

Responsibilities

• 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

Preferred Qualifications

• Experience with digital workplace or intranet platforms (SharePoint, Simpplr, LumApps, Unily, etc.)
• Familiarity with Salesforce or other CRM systems
• Familiarity with AWS and other Cloud platforms
• Knowledge of web technologies (HTML, CSS, JavaScript) and enterprise IT ecosystems

Benefits

• Competitive compensation, benefits, and growth opportunities
• Full health, vision and dental benefits
• Flexible work environment