Senior Technical Account Manager

RevolutionParts

Tempe (AZ)

On-site

USD 85,000 - 95,000

Full time

14 days+

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Benefits offered by this job

401K match

Parental leave

Career development

Benefits

Job summary

RevolutionParts is seeking a Technical Account Manager to own a portfolio of accounts and ensure a reliable support experience across teams. You will manage configurations, integrations, and workflows while advocating for customers and driving issue resolution.

This role sits in the Support organization and is not a Sales or CS role; no revenue targets, focused on technical outcomes, patterns, and proactive improvements. Compensation includes comprehensive benefits and a 401K match.

Qualifications

3 to 5 years of experience in technical support, SaaS account management, solutions engineering or a related technical customer-facing role.
Strong troubleshooting skills across integrations, APIs and web-based platforms.
Experience managing multiple accounts simultaneously and prioritizing across competing demands.
Clear, confident communication skills translating technical concepts for non-technical audiences.
Familiarity with support tools and CRMs (Salesforce, Jira or similar).
Experience in ecommerce, automotive or marketplace SaaS platforms.
Familiarity with ecommerce integrations, payment processing, catalog and inventory systems.
Experience with data analysis and trend identification using support metrics.
Understanding of REST APIs, webhooks and common SaaS integration patterns.

Responsibilities

Serve as the primary technical point of contact for a defined portfolio of accounts.
Build working relationships with key technical and operational contacts at each account.
Develop a deep understanding of each account's configuration, integrations, workflows and business context.
Represent the customer internally by providing context to Support, Engineering and Product teams.
Monitor support request flow and case trends across accounts to identify recurring issues.
Conduct regular account health reviews to surface risks before they escalate.
Aggregate common technical problems and drive broader resolution with Support leadership.
Track open issues to completion and ensure follow-through across teams.
Own escalated issues for accounts and drive resolution with the right internal resources.
Coordinate cross-functional communication during complex incidents.
Keep customers informed with timely status updates throughout the escalation lifecycle.
Conduct post-incident reviews to identify root causes and prevent recurrence.
Ensure customers understand how to engage Support and when escalation is appropriate.
Maintain structured documentation for each account (environment details, known issues, key contacts).
Deliver periodic account reviews covering open issues, trends and recommendations.
Provide onboarding guidance to new customer contacts on support processes and self-service tools.
Partner with Customer Success Managers on shared accounts to align on customer health and priorities.
Provide technical input to Product and Engineering based on observed patterns and customer feedback.
Contribute to internal knowledge bases by documenting solutions, workarounds and tribal knowledge.
Your performance will be measured by a combination of leading and lagging indicators:
Customer Satisfaction (CSAT) scores for your account portfolio.
Support backlog trends: open case count, age and resolution velocity.
Escalation volume and time-to-resolution for escalated issues.
Recurrence rate: repeat issues on the same account declining over time.
Account health review completion and action item follow-through.
Internal stakeholder feedback (360 input from Support, Engineering, CS).