Technical Account Manager

About Reputation

Reputation, founded in Silicon Valley in 2013, is the industry's sole platform that uses an AI-powered product stack to help companies measure, manage, and scale their real-time reputation performance everywhere, effectively functioning as a business's eyes and ears across all customer feedback channels to uncover predictive insights. This market leadership is reinforced by significant funding from top-tier firms like Bessemer Venture Partner, Kleiner Perkins, and Marlin Equity Partners, driving substantial annual recurring revenue from Global Fortune 1000 companies, major automotive OEMs, healthcare systems, and top property management firms, with trust from over 250 partners including Google and Meta. Recognized recently as America's Greatest Midsized Workplaces by Newsweek which rewards excellence and career development, and attracts player-coaches, team-oriented collaborators, and individuals who value perseverance and hustle.

Your Role at Reputation

As a Technical Account Manager, you will be responsible for guiding and supporting some of our top clients in successfully adopting and maximizing their investment in the Reputation platform. You will partner with client marketing, digital, and IT teams to ensure execution of key projects, while also serving as the main point of contact for technical issues. The TAM acts as the voice of the customer across all internal teams within Reputation.

The successful candidate will bring strong technical aptitude and the ability to clearly communicate complex architectures, along with a track record of building trusted relationships with enterprise customers. You will work with both technical users managing complex issues and non-technical business leaders driving strategy.

How You'll Shape the Experience:

• Work directly with clients to scope, manage, and implement integration projects.

• Share best practices, tools, and resources to help clients maximize their use of the Reputation platform.

• Identify opportunities for additional value by recommending and implementing new integrations.

• Proactively manage issues reported through the Technical Solutions support channel.

• Stay engaged with client teams to ensure successful adoption and desired outcomes.

• Partner with Customer Success Managers to support Quarterly Business Reviews with data and analysis.

• Represent client needs to internal product management and engineering teams.

• Perform additional duties as assigned

The Skills That Set You Apart:

• 5+ years of experience in professional services, SaaS account management, technical account management, customer success, project/program management, solutions engineering or related fields.

• BA/BS degree or equivalent experience.

• Experience with public cloud services such as AWS or Microsoft Azure. Ability to write scripts, noSQL queries, API calls etc. Hands-on experience working with a variety of enterprise software infrastructure products (CRM, ERP, ORM, Survey platforms) in production environments.

• Excellent project management skills with an understanding of Lean Six Sigma.

• Excellent customer relationship management skills.

• Excellent communication and interpersonal skills.

• The ability to thrive in a fast-paced, high growth and rapidly changing environment.

• A demonstrated passion for making customers successful.

Where You'll Connect & Collaborate:

• Your main HQ is our Scottsdale, AZ, Lehi, UT, or San Jose, CA office, but we know great work can happen anywhere. You'll have the flexibility of a hybrid schedule, joining us in person on Tuesdays and Wednesdays (subject to change) and working from home the rest of the week.

Our Benefits & Perks

We believe our people deserve to feel supported, valued, and rewarded both in and out of work. That's why we offer a generous and thoughtfully designed benefits package, including:

Paid Time Off:

• Flexible PTO for salary paid employees

• Hourly employees accrue PTO based on tenure & receive 5 sick days annually. Sick days are available day 1. PTO accrues on a per paycheck basis.

• 10 company paid holidays plus 4 "Extended Company Holidays," which are additional paid days off for the company.

Health and Welfare Benefits

• Multiple medical and dental plan options, plus 100% company paid vision coverage

• 401k available through Fidelity

• Paid Parental Leave for all eligible employees as of day 1 of employment

• Employer paid short and long term disability and life insurance

• Critical Illness, Accident & Hospital Indemnity insurance

• Employee Assistance Program (EAP)

• Access to a wide variety of perks and wellbeing apps:

- PerkSpot: Employee discount program

- Wellhub (Gym Pass): Access to virtual wellbeing apps, coaching, and gym memberships

- Carrot Fertility: Support for fertility, family planning, maternity, parenting, and hormonal health

- Omada: Virtual prevention and physical therapy program

- Ladder: Supplemental life insurance

- SoFi: Financial wellbeing platform with 1:1 advice

- Fetch: Pet insurance discount program

- Spring Health for Guardian: Virtual mental health support

- XP Health for Guardian: Virtual eyewear platform

- Rate.com: Mortgage services discount program

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

To learn more about how we handle the personal data of applicants, visit ourCandidate Privacy Notice.

Applicants only - No 3rd party agency candidates.