WHO WE ARE

Simpplr is the AI-powered platform that unifies the digital workplace – bringing together engagement, enablement, and services to transform the employee experience. It streamlines communication, simplifies interactions, automates workflows, and elevates the everyday experience of work. The platform is intuitive, highly extensible, and built to integrate seamlessly with your existing technology.
More than 1,000 leading organizations – including AAA, the NHS, Penske, and Moderna – trust Simpplr to foster a more aligned and productive workforce. Headquartered in Silicon Valley with global offices, Simpplr is backed by Norwest Ventures, Sapphire Ventures, Salesforce Ventures, and Tola Capital. Learn more at simpplr.com.

WHAT YOU WILL BE DOING:

Proactive Customer Engagement

• Serve as the primary technical point of contact for assigned enterprise customers.
• Conduct regular health checks to identify risks, gaps, and optimization opportunities.
• Develop and execute proactive success plans to improve adoption, stability, and performance.
• Anticipate issues before they occur, leveraging data insights, system monitoring, and customer feedback.

Technical Expertise & Advisory

• Deeply understand Simpplr’s architecture, APIs, integrations, and configuration best practices.
• Guide customers on technical implementation, configuration changes, and platform optimization.
• Partner with product and engineering teams to advocate for customer needs and drive resolution of complex issues.
• Provide root cause analysis (RCA) for critical incidents and ensure preventative measures are implemented.

Escalation Management

• Act as the main point of escalation for urgent or complex customer issues, ensuring timely communication and resolution.
• Coordinate across support, engineering, and product teams to drive accountability and closure on escalated cases.
• Maintain clear visibility for customers during escalations, providing updates on progress and next steps.
• Capture and communicate lessons learned from escalations to prevent recurrence.

Relationship Management
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- Build and maintain trusted advisor relationships with technical stakeholders, admins, and business sponsors.
- Collaborate with Customer Success Managers (CSMs) to align on strategic account goals and outcomes.
- Escalate risks early, ensuring internal teams are aligned on mitigation steps.

At Simpplr we believe that when work is good, life is better and that belief guides all we do. Including how we approach our flexible work model. Simpplr operates with a Hub-Hybrid-Remote model. This model is role-based with exceptions and provides employees with the flexibility that many have told us they want.

• Hub - 100% work from Simpplr office. Role requires Simpplifier to be in the office full-time.
• Hybrid - Hybrid work from home and office. Role dictates the ability to work from home, plus benefit from in-person collaboration on a regular basis.
• Remote - 100% remote. Role can be done anywhere within your country of hire, as long as the requirements of the role are met