Implementation Manager III

RevolutionParts is not just a pioneering force in the automotive eCommerce realm; we're actively seeking passionate and talented individuals to join our squad of Revolutionaries (yes, that's what we call ourselves!). As leaders in providing streamlined, user-friendly solutions, we empower automotive brands to maximize online sales. Our commitment to technology, top-notch customer service, and a profound understanding of the automotive market sets us apart. If you're ready to revolutionize the eCommerce space for automotive parts and accessories, consider joining our dynamic team of Revolutionaries. Purpose RevolutionParts is the leading ecommerce platform purpose-built for automotive parts sellers. Our customers rely on us to power their online parts businesses across multiple sales channels. The Technical Account Manager is a named technical owner assigned to a portfolio of accounts. You are responsible for ensuring consistency, visibility and accountability across the support experience. You serve 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. It is not a Customer Success or Sales role. You do not carry revenue targets. Your focus is technical outcomes: making sure issues get resolved, patterns get surfaced and the customer experience stays reliable. What You Will Do Account Ownership and Advocacy 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. Proactive Issue Management 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. Escalation Coordination 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. Support Experience Consistency 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. Internal Collaboration Partner with Customer Success Managers on shared accounts to align on customer health and priorities. CSMs own business outcomes and renewals; you own the technical support experience. 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. What Success Looks Like Customers understand how to engage Support and when escalation is appropriate. Technical issues are tracked and resolved without repeated rework. Patterns and risks are identified early and addressed proactively. Communication feels coordinated and reliable across all touchpoints. The overall support experience is consistent across your accounts. Internal teams have the context they need to act quickly on your accounts. Key Performance Indicators 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). What You Bring Required 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. AI Fluency & Modern Tooling At RevolutionParts, we expect team members to actively use modern tools — including AI-powered systems — to improve decision-making, productivity, and quality of work. This includes: 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. RevolutionParts is proud to provide all full-time Revolutionaries with a comprehensive employment package including competitive compensation, career development, benefits, 401K match, parental leave, and many more valuable perks. You can learn more about our core-value driven culture at our career page. RevolutionParts is an Equal Opportunity Employer; we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender orientation, gender identity or expression, sexual identity, sexual orientation, age, marital status, family status, genetic information, veteran status, or disability status. Please Note: You will only receive correspondence through the Gem ATS or from a @revolutionparts.com email address. If you are receiving communication through any other platform or domain, it may be fraudulent, and we urge you to ignore the communication. * The salary range listed reflects the base pay only. Compensation The base pay range for this role is $85,000 – $95,000 per year.