Technical Account Manager
Offer summary
Qualifications:
3-5 years of experience in Technical Account Management or Customer Success., Strong technical skills in e-commerce platforms, ERP, and integrations., Excellent organizational and communication skills, with the ability to manage multiple accounts., Proactive, solution-oriented, and able to work under pressure..Key responsibilities:
- Serve as the main technical contact for key clients, ensuring clear communication.
- Support pre-sales activities by providing technical guidance to win new business.
- Manage onboarding processes for new merchants to ensure successful setup.
- Handle and escalate support issues, collaborating with internal teams to resolve problems.
Job description
Our Commitment to Our Team
At Pipe17, our values aren’t just words on a wall—they’re how we operate every day.
We are a high-performance team built around ownership, integrity, and a strong bias for action. We believe in setting bold goals, holding ourselves accountable, and moving fast to solve customer problems. Every team member is empowered to make decisions and drive outcomes—not wait for permission.
We operate with urgency, but not recklessly. We focus on what matters most, take initiative, and course-correct quickly when needed. We value people who speak up, follow through, and take pride in their work.
Teamwork is at our core. We win together, support each other, and celebrate our shared victories. Collaboration across functions isn’t a buzzword here—it’s a daily practice. We learn from each other, improve constantly, and rally around our mission: simplifying ecommerce operations for modern merchants.
And above all, we act with integrity. We do what’s right, even when it’s hard. That’s how we build trust—with each other, our customers, and our partners.
If these values resonate with how you like to work, you’ll fit right in.
Position Overview:
The Technical Account Manager (TAM) is responsible for supporting Pipe17’s key clients, helping them achieve success with our platform. This role serves as the main technical contact between Pipe17 and our strategic customers, assisting them during pre-sales, onboarding new merchants, and resolving escalated technical support issues. The TAM tracks important operational metrics, such as support response times and platform uptime, and prepares materials for Quarterly Business Reviews (QBRs).
Responsibilities:
- Be the main point of contact for key clients, maintaining clear and consistent communication.
- Support the pre-sales process by providing technical guidance helping strategic clients win new business.
- Manage onboarding for new merchants, ensuring they are set up successfully and efficiently.
- Handle and escalate urgent support issues, working closely with internal teams to quickly resolve problems.
- Generate clear and useful documentation to help clients effectively use the Pipe17 platform and provide Level 1 support to their merchants.
- Monitor key performance metrics such as support response times, platform availability, and client satisfaction.
- Prepare and present clear operational reports and business updates during Quarterly Business Reviews.
- Build strong relationships with clients and become a trusted advisor.
- Collaborate with Sales, Solution Architects, Product, Support, and Customer Success teams to ensure clients’ needs are met.
Key Skills and Qualifications:
- 3-5 years of experience in Technical Account Management, Customer Success, or similar roles.
- Strong technical skills in e-commerce platforms, ERP, order management, and integrations.
- Experience tracking and managing key performance metrics, such as support response times and platform reliability.
- Excellent organizational and project management skills, able to manage multiple client accounts effectively.
- Strong analytical abilities to interpret data and identify trends.
- Clear written and verbal communication skills, able to explain complex topics simply.
- Proactive and solution-oriented, with high accountability and urgency.
- Experience preparing and delivering presentations for client meetings.
- Ability to work under pressure - track record of working in high-velocity environments and handling difficult situations in a coherent, empathic, and thoughtful fashion
Preferred Experience:
- Experience with Pipe17 or similar integration platforms.
- Knowledge of ticketing systems (Zendesk, Jira) and CRM tools (HubSpot, Salesforce).
- Training or certification in project management (PMP, Agile, Scrum).
Compensation (US FTE)
- Competitive salary
- Great healthcare + dental + vision coverage
- Retirement plan
- Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
- Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation
About Us
Pipe17 is a venture funded software startup headquartered in Seattle, WA with a significant presence in the San Francisco Bay area.
We offer an innovative SaaS platform for ecommerce operations that automates management of order, inventory and product flows between 100+ ecommerce applications. Using Pipe17 our customers grow faster and serve their customers better all while reducing operational costs.
We are a solution business with innovative technology that is 10-100X faster than competitors. Selling both direct and through a growing network of partners, we are growing fast with many happy customers.
Pipe17 is backed by GLP Partners, a leading investor in the ecommerce logistics space. We recently raised a large round of capital to fund our growth, which you can read about here.
Required profile
Experience
Other Skills
- Analytical Skills
- Time Management
- Teamwork
- Communication
- Problem Solving
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