Overview

As a Technical Account Manager, you will support a complex, integration-heavy portfolio of customers, partnering closely with Customer Success Managers and Leave Success to ensure a seamless customer experience. You will act as the bridge between customers and internal teams (Customer Success, Leave Success, Product, and Engineering), troubleshooting technical issues, supporting integrations, and improving system performance, data accuracy, and overall customer health.

You are highly technical, detail-oriented, and solutions-driven. You thrive in ambiguity, enjoy working with systems and data, and are energized by solving complex problems while clearly communicating technical insights to both customers and internal teams.

Day in the Life

• Manage a portfolio of technical and integration-heavy customers alongside Customer Success Managers

• Serve as the primary technical resource for customers using integrations (HRIS/payroll systems, file feeds, APIs, etc.)

• Troubleshoot and resolve integration, data flow, and system issues

• Review logs and analyze structured data to understand system behavior and data movement

• Partner with Leave Success to ensure accurate and efficient leave data handling across systems

• Collaborate with Support, Product, and Engineering to escalate bugs and define requirements

• Monitor integration health and proactively identify risks, gaps, or inefficiencies

• Support onboarding and implementation for technically complex customers

• Translate technical issues into clear, actionable communication for customers and internal teams

• Document issues, resolutions, and best practices to build scalable playbooks

• Identify trends across accounts and recommend system or process improvements

• Contribute to building a scalable model for supporting integrated customers

Must Haves

• 1-2 years experience in a Technical Account Manager, Implementation Specialist, SaaS Support Engineer, or similar technical customer-facing role

• 1-2 years client-facing communication skills

• Must be able to read code, analyze logs, and interpret structured data to troubleshoot system behavior

• Experience working with integrations, HRIS/payroll systems, APIs, or data flows

• Excellent problem-solving skills and attention to detail

• Ability to manage multiple accounts, priorities, and stakeholders

• Strong ownership mindset with ability to drive issues from identification to resolution

• Comfort working in fast-paced, evolving, and ambiguous environments

• Ability to translate technical concepts into clear, simple language

Preferred Skillset

• Experience with SaaS platforms in a technical support or implementation capacity

• Basic understanding of SQL

• Familiarity with JSON and APIs

• Experience supporting HRIS or payroll system integrations (Rippling experience is a plus)

• Background in Customer Success with technical product or systems experience

• Experience working cross-functionally with Product and Engineering teams

• Experience identifying trends and contributing to process or system improvements

Core Competencies

Technical Problem Solving

• Diagnoses integration and data issues using logs, system behavior, and structured data

• Breaks down complex technical problems into clear, actionable steps

• Identifies root causes rather than just symptoms

Customer Communication & Relationship Management

• Communicates technical concepts in a clear, simple, and customer-friendly way

• Builds trust with customers through clarity, responsiveness, and ownership

• Maintains professionalism in high-pressure or complex situations

Cross-Functional Collaboration

• Partners effectively with Customer Success, Leave Success, Product, and Engineering

• Escalates issues appropriately and helps drive resolution across teams

• Influences without authority to ensure customer needs are met

Ownership & Accountability

• Takes full ownership of issues from identification through resolution

• Follows through consistently on commitments

• Manages multiple priorities with strong accountability

Systems Thinking & Data Fluency

• Understands how systems connect and how data flows between them

• Uses logs, structured data, and system insights to guide decisions

• Spots patterns and opportunities to improve system performance

Adaptability & Curiosity

• Thrives in ambiguous, fast-changing environments

• Continuously learns technical systems, products, and processes

• Actively seeks opportunities to improve tools, workflows, and outcomes