About the job
Why Work at Reputation?
- Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.
- We've raised over $200 million in funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including $150 million in equity financing from Marlin Equity Partners in January 2022.
- Reputation is trusted by more than 250 partners, including Google, Facebook, Salesforce, J.D. Power, Amazon and Web.com.
- Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer, Customer Feedback Management, and Social Suites research reports.
- The platform is used by 10+ major automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.
- 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: We exist to forge relationships between companies and communities.
As a Technical Account Manager, you will be responsible for working with and guiding some of our top clients to successful adoption and maximization of their Reputation platform investment. You will act as the primary technical liaison between our key customers' technical teams and program owners to ensure customers receive exceptional service and support. The TAM is the voice of the customer internally with all internal organizations within Reputation.
The successful candidate for this job will have a strong technical aptitude along with an ability to visualize and communicate complex technical architectures cleanly. You must have a proven track record of creating and maintaining strong trust relationships with enterprise level customers. You will be dealing with technical users managing complex issues, alongside non-technical business owners executing on strategy.
Responsibilities
- Customer Advocates: Tap into customer-centric thinking, become an extension of their business/technical teams, and be the direct, trusted advisor into all organizations within Reputation on behalf of the customer
- Program execution and Knowledge: Manage customer's live program technical components, including troubleshooting and leading functional changes required to maintain suitability of solution
- Lead discovery of technical requirement refinements in partnership with Reputation Customer Success teams, to document functional and technical requirements for expansion opportunities
- Proactively manage issues, risks, and dependencies to mitigate time, scope, and budget impacts
- Share best-practices and other tools and resources to help the client fully realize the investment in Reputation
- Stay actively engaged with the client's internal teams to ensure achievement of desired outcomes
- Partner with Customer Success Managers to support Quarterly Business Reviews by providing data and analysis
- Influence Reputation’s product roadmap with suggestions for improvements and new features
- Conduct regular technical reviews and health checks to ensure optimal system performance and customer satisfaction
- Gather and relay feedback to drive continuous improvement internally to our product and engineering teams.
Qualifications
- BA/BS degree in Computer Science or Engineering or equivalent work experience
- 5+ years experience working as a professional services consultant, Customer Success Engineer, Technical Account Manager, Solutions Architect, or similar.
- PMP, Agile, Scrum and/or certification(s) a plus
- Excellent communication, interpersonal, teamwork, and collaboration skills
- Experience with partner and customer relationship management
- Ability to write scripts, SQL and noSQL queries, API calls etc.
- Strong organizational skills to include reporting on open issues, tracking decisions and managing communications internally and externally
- Hands-on experience working with enterprise software infrastructure products (CRM, ERP, ORM, Survey platforms) in production environments.
- UK based —Must be based in the UK with the legal right to work in the UK
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.
Our Employees Say It Best
According to Glassdoor, 94% of our employees approve of our CEO, Joe Burton.
Our Employees Highlight Our
- Ample Opportunities- “There are many opportunities to learn and grow. Many open roles are replaced with internal promotions.”
- Positive Culture- "Great opportunity and exceptional culture." “You will never have a better culture anywhere else. Period.”
- Training and Tools- “All managers truly want you to succeed, and you are given great tools and training to be successful in your role.”
- Balance- “Great work life balance and awesome team environment!”
Diversity Programs & Initiatives
Our Reputation Nation spans around the world. This global perspective allows us to intentionally unlock the magic that comes from diversity of experience to contribute to our success.
At Reputation, We Believe In
- Diversity: Embracing a culture that values uniqueness.
- Inclusion: Inviting diverse groups to take part in company life.
- Belonging: Helping each individual feel accepted for who they are.
"At Reputation, we see diversity and inclusion as the foundation for an equitable workplace. Our goal is to empower all of our employees, regardless of their background, to make an impact in their work each and every day." - Joe Burton, CEO, Reputation
Additionally, we offer a variety of benefits and perks, such as:
- 15 paid sick days per year
- 21 Paid company holidays plus 9 Bank Holidays (subject to change each year)
- 6 company provided, “Recharge Days”, which are wellness days off for the entire company (subject to change each year)
- Several active Employee Resource Groups (ERG’s) to help foster inclusion and community
- Monthly social events
- All expensed quarterly social meetup event
- Free car parking at our Liverpool UK office
- Full stocked kitchen at our Liverpool UK office
- £15 Food lunch 3 days a week at Liverpool office
- Gym membership up to £20 per month
- Opportunity to participate in giveback & culture activities
- Employee Assistance Program
- Private Healthcare with BUPA for you and your family
- AIG Life Insurance: 4x base salary
- Save tax with our Cycle to Work and Techschemes
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.
