Implementation Manager III

RevolutionParts•Tempe, AZ

13d

About The Position

RevolutionParts is actively seeking passionate and talented individuals to join their squad of Revolutionaries. As leaders in providing streamlined, user-friendly solutions, they empower automotive brands to maximize online sales. Their commitment to technology, top-notch customer service, and a profound understanding of the automotive market sets them apart. The Technical Account Manager is a named technical owner assigned to a portfolio of accounts. They are responsible for ensuring consistency, visibility, and accountability across the support experience. This role serves as the connective tissue between the customer, Support, and internal technical teams, helping reduce friction and prevent recurring issues through structured oversight. This role sits inside the Support organization and is not a Customer Success or Sales role. The focus is on technical outcomes: ensuring issues get resolved, patterns get surfaced, and the customer experience stays reliable.

Requirements

3 to 5 years of experience in technical support, SaaS account management, solutions engineering or a related technical customer-facing role.
Strong troubleshooting skills with the ability to diagnose complex technical issues across integrations, APIs and web-based platforms.
Experience managing multiple accounts simultaneously and prioritizing across competing demands.
Clear, confident communication skills. You translate technical concepts for non-technical audiences and hold your own in technical conversations.
Comfort working cross-functionally with Engineering, Product and Support teams.
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.
Using AI tools responsibly to accelerate research, analysis, documentation, and problem-solving.
Exercising strong judgment around data privacy, accuracy, and ethical use.
Continuously learning and adapting as AI capabilities evolve.
Proven examples of using AI to improve outcomes in prior roles is expected.

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 your accounts to identify recurring issues.
Conduct regular account health reviews to surface risks before they escalate.
Aggregate common technical problems and work with Support leadership to drive broader resolution (training, documentation, product feedback).
Track open issues to completion and ensure follow-through across teams.
Own escalated issues for your accounts and drive them to resolution by engaging the right internal resources.
Coordinate cross-functional communication during complex or high-impact incidents.
Keep customers informed with timely, clear 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 that cover 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.