Technical Account Manager

About Reputation

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013, Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real-time, everywhere. Functioning as a business’ eyes and ears in the spaces where customers talk, post, review, and recommend, Reputation AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on, and improve their online reputations. Visit reputation.com to learn more.

Reputation continues to earn recognition as a trusted leader in both innovation and partnership. Most recently, the company was named an Inc. Power Partner, a distinction awarded to B2B organizations with a proven track record of helping clients thrive. Reputation was also officially Certified™ as a Great Place to Work, reflecting its commitment to cultivating a world-class culture that fuels long-term success for employees and customers alike.

Why work at Reputation?

• Reputation has achieved substantial annual recurring revenue from Global Fortune 1000 companies and continues to grow worldwide.

• We've secured significant funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including a major equity financing from Marlin Equity Partners in January 2022. 

• Reputation is trusted by more than 250 partners, including Google, Meta, Yelp, Apple Business Connect, Healthgrades and Entrata.

• The platform is used by major automotive OEMs and thousands of their new vehicle dealerships. Additionally hundreds of healthcare systems and their locations, along with top property management firms have integrated Reputation within their organizations.

• Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.

• Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

• Our Mission: Help businesses always know what their customers are saying about them and always act on that feedback

Job Summary:

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.
 

Responsibilities:

• 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

Qualifications:

• 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.

When you join Reputation, you can expect:

• Flexible working arrangements.

• Career growth with paid training tuition opportunities.  

• Active Employee Resource Groups (ERGs) to engage with. 

• An equitable work environment. 

• 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. 

• At Reputation, we’re committed to building a workforce that reflects a broad range of backgrounds, experiences, and perspectives. We believe that diversity strengthens our team, drives innovation, and helps us better serve our customers and communities. Through inclusive hiring practices and ongoing initiatives, we strive to create a workplace where everyone feels valued and empowered to contribute.

Additionally, we offer a variety of benefits and perks, such as:

• Flexible PTO for salary paid employees 

• Hourly employees accrue PTO based on tenure and receive 5 sick days annually, available day 1

• 10 paid company holidays

• 4 company paid , “Recharge Days,” which are wellness days off for the entire company

• Health, dental and vision insurance

• 401k

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

• Employer paid short and long term disability and life insurance

• Employee Assistance Program (EAP)

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

  • PerkSpot - Employee Discount Program

  • Wellhub (Gym Pass) - Access to wellbeing virtual apps, coaching and gym membership options

  • Carrot Fertility - Fertility & family forming, maternity, parenting, and hormonal health support

  • Omada - Virtual prevention and physical therapy program

  • Ladder -Life insurance to supplement outside of employer offering

  • SoFi - Financial wellbeing platform and 1:1 advice

  • Fetch - Pet insurance discount program 

  • Spring Health for Guardian - Virtual mental health support 

  • XP Health for Guardian (virtual eye-wear platform)

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 our Candidate Privacy Notice.

Applicants only - No 3rd party agency candidates.