Job description
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. Learn more at simpplr.com.
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
What 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.
- 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, innovative colleagues who put customer success at the center.
- Opportunity to influence product direction and customer experience.
- Competitive compensation, benefits, and 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
Pay Range
$115,000—$135,000 USD
Simpplr’s Hub-Hybrid-Remote Model:
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.
