Technical Account Manager (TAM)/ Enterprise Support at RepSpark Systems LLC – Durham, North Carolina

POSITION SUMMARY:
As a Technical Account Manager (TAM) at RepSpark, you are the post-implementation technical partner for our most complex and high-value customers. Working alongside Strategic Account Managers and in close coordination with Proserve, Support, Engineering, and Product, you ensure accounts adopt the platform effectively, minimize friction, and experience real progress.
This role is about impact more than activity. You understand the business behind the brand and connect technical signals to business outcomes. You have the ability to anticipate opportunities and issues and can read between the lines to help customers move forward with clarity and confidence.
You simplify the path, catch issues early, close the loop consistently, and create a high-impact, human customer experience.

What You’ll Do as a TAM:

Post-Implementation Technical Ownership
● Serve as the dedicated technical partner after implementation
● Resolve friction, reduce escalations, and provide continuity
● Monitor product usage and system health using tools like New Relic, GitHub, Metabase, and internal dashboards
● Translate technical signals into clear business impact
● Close the loop on open issues and ensure customers feel real momentum

Risk Management & Escalation Handling
● Surface and mitigate technical risks before they impact renewals or growth
● Identify business impact even when customers don’t explicitly articulate it
● Partner cross-functionally to resolve complex issues with context and clarity
● Track technical health indicators (errors, workarounds, deployment impact, support frequency)
● Identify patterns across accounts and advocate for systemic improvements

Adoption Support & Enablement
● Drive meaningful feature adoption aligned to real workflows
● Connect usage to measurable business outcomes
● Provide technical guidance to unblock usage and improve time-to-value
● Reinforce training and build long-term customer confidence
● Reduce customer effort by simplifying how they get help and make progress
● Share insights internally to inform Account Management strategy and Product priorities

Cross-Functional Collaboration
● Align technical strategy with AMs around customer goals, renewals, and expansion
● Support renewal and QBR prep with technical insight, usage analysis, and risk visibility
● Serve as the voice of the customer on recurring technical friction
● Protect Engineering time by bringing clarity and prioritization to requests

What success looks like:
Success in the role means customers experience you as a steady, thoughtful technical partner who understands both how the platform works and how their business works. You notice patterns early, connect technical signals to real business impact, and step in before small issues become larger risks. When something breaks or feels unclear, you bring structure to the situation, define next steps, and ensure nothing lingers unresolved.
Customers don’t feel like they’re chasing updates or wondering who owns an issue - they feel progress. You consistently close the loop, follow through on commitments, and restore momentum when things stall. Even in complex or ambiguous situations, you bring calm, clarity, and direction.
Your presence reduces friction, builds confidence, and strengthens long-term partnerships. Accounts run more smoothly, customers feel supported in a real and practical way, and technical complexity becomes manageable instead of overwhelming.

What We’re Looking For:
● 3+ years in a TAM, Solutions Engineer, or Technical CSM role in B2B SaaS
● Strong understanding of SaaS architecture (APIs, integrations, error handling, system workflows) and tools like JIRA, HubSpot, Postman, Metabase, New Relic, and GitHub
● Experience supporting complex, high-value enterprise or high-growth mid-market accounts
● Strong communicator across all seniority levels, able to build trust and set clear expectations internally and externally
● Exceptional follow-through and loop-closing discipline
● Someone who creates clarity, reduces effort, and builds momentum for customers
● A champion of customer ease– someone who simplifies the experience, reduces effort, and creates momentum