Technical Account Manager, Simpplr

• 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

Desirable

• The Technical Account Manager (TAM) is a customer-facing role responsible for ensuring the long-term success and satisfaction of Simpplr’s enterprise customers. This position blends deep technical knowledge with strategic account management, focusing on proactive engagement, platform optimization, and owning escalations through to resolution
• The ideal candidate thrives at the intersection of technology and customer success, anticipating needs, solving problems quickly, and ensuring customers get maximum business value from their Simpplr investment
• 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
• Technical Expertise & Advisory:
• 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
• Escalation Management:
• 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
• Relationship Management:
• 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