Simpplr is the AI-powered platform that unifies the digital workplace – bringing together engagement, enablement, and services to transform the employee experience. It streamlines communication, simplifies interactions, automates workflows, and elevates the everyday experience of work. The platform is intuitive, highly extensible, and built to integrate seamlessly with your existing technology.
More than 1,000 leading organizations – including AAA, the NHS, Penske, and Moderna – trust Simpplr to foster a more aligned and productive workforce. Headquartered in Silicon Valley with global offices, Simpplr is backed by Norwest Ventures, Sapphire Ventures, Salesforce Ventures, and Tola Capital. Learn more at simpplr.com.
The Technical Account Manager (TAM) is a customer-facing, proactive, and technical role responsible for driving success and satisfaction across Simpplr’s enterprise customers. The TAM blends deep technical expertise with strategic account management, ensuring long-term value realization through proactive engagement, issue prevention, and ownership of escalations.
The TAM will act as the customer’s Designated Technical Support Engineer—responsible for health reviews, proactive recommendations, and managing escalations—while also advocating for the customer internally with Product and Engineering.
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.
Your Job ResponsibilitiesWhat you will be doing: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.
- Work with CSMs and Sales to develop and execute proactive success plans to improve adoption, stability, and performance.
- Deliver proactive recommendations to improve stability, adoption, integrations, and performance.
- Anticipate issues before they occur, leveraging data insights, system monitoring, and customer feedback.
- Conduct periodic support reviews to assess performance, adoption, and open issues.
- Host quarterly product roadmap & release briefings to keep customers aligned on upcoming features.
Technical Expertise & Advisory
- Deeply understand Simpplr’s architecture, APIs, integrations, and configuration best practices.
- Guide customers on configuration changes and platform optimization.
- Partner with product and engineering teams to advocate for customer needs and drive resolution of complex issues.
- Partner with Product Management for an annual product strategy briefing with customers.
- Provide Root Cause Analysis (RCA) and ensure post-mortem follow-ups with preventative action plans.
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 resolution 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.
- Deliver clear communication and progress updates during escalations.
Internal Advocacy & Influence
- Champion customer needs internally by submitting feature requests and enhancement feedback to Product and Engineering.
- Identify recurring issues and work with internal teams to implement long-term fixes.
- Document and share best practices across the TAM and Support organization.
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.
- Anticipate risks and escalate them internally before they impact customer success.
- 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.
We’d specially love to hear from you if:
- 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, Python, JavaScript) and enterprise IT ecosystems.
- Strong project management skills with the ability to handle multiple priorities.
- Work on a product loved by employees in top global brands.
- Collaborate with passionate, innovative colleagues who put customer success at the center.
- Opportunity to influence product direction and customer experience.
- Directly shape the customer experience by combining proactive engagement, technical ownership, and advocacy.
- Competitive compensation, benefits, and professional growth opportunities.
Our job titles may span more than one career level. The starting base pay for this role is between $115k - $135k. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity and benefits.
Simpplr is proud to be an equal opportunity employer and provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or genetics.
General Benefits Statement:Simpplr provides a competitive compensation package along with full health, vision and dental benefits. We believe in work-life integration and offer a flexible work environment. These benefits, coupled with an amazing team of individuals who believe in our mission and value openness, collaboration and teamwork, make Simpplr an incredible place to work.
#LI-REMOTE
At Simpplr we believe that when work is good, life is better and that belief guides all we do. Including how we approach our flexible work model. Simpplr operates with a Hub-Hybrid-Remote model. This model is role-based with exceptions and provides employees with the flexibility that many have told us they want.
- Hub - 100% work from Simpplr office. Role requires Simpplifier to be in the office full-time.
- Hybrid - Hybrid work from home and office. Role dictates the ability to work from home, plus benefit from in-person collaboration on a regular basis.
- Remote - 100% remote. Role can be done anywhere within your country of hire, as long as the requirements of the role are met.
