Technical Account Manager (TAM)

Who We Are

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.

The Opportunity

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.

Your Job Responsibilities

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.

Your Skillset

What makes you a great fit for the team:

• 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, JavaScript) and enterprise IT ecosystems.

Why Join Simpplr?

• Work on a product loved by employees in top global brands.
• Collaborate with passionate,