[Remote] Technical Account Manager
Note: The job is a remote job and is open to candidates in USA. Samsara is a pioneer of the Connected Operations™ Cloud, helping organizations improve their physical operations through IoT data. The Technical Account Manager will act as a trusted technical advisor, ensuring customers achieve their desired outcomes while fostering strong relationships and driving long-term adoption of the Samsara platform.
Responsibilities
- Drive Customer Impact & Value Realization: Go beyond technical support to consistently deliver measurable value. You will develop a deep understanding of your customers' business objectives and proactively align Samsara's solutions to help them achieve their goals, tracking and demonstrating technical ROI along the way
- Execute Transformational Technical Account Management: Independently manage a portfolio of accounts, developing tailored success plans and identifying and mitigating risks to customer health. You will maintain accurate records of customer interactions and contribute to team-wide objectives
- Demonstrate Deep Technical Acumen & Samsara Expertise: Be the primary technical point of contact, mastering Samsara's platform, including APIs, hardware, and software. You will advise customers on best practices and troubleshoot complex technical issues with proficiency
- Provide Consultative Problem Solving & Solutioning: Employ a consultative approach to understand the root cause of customer challenges. You will own the technical ticket lifecycle, including technical escalations from report to resolution, and conduct root cause analysis to prevent recurrence and drive product improvement
- Communicate with Influence and Clarity: Lead customer meetings, from technical deep dives to quarterly technical account reviews, with confidence. You will adapt your communication style to effectively engage with diverse audiences, from technical staff to non-technical executives
- Foster Cross-Functional Collaboration: Partner effectively with Sales, Support, Product, and Engineering teams to advocate for customer needs and deliver a unified experience
- Demonstrate Ownership and Act as a Multiplier: Embody a 'get it done' mentality by taking initiative on team projects and process improvements. You will actively contribute to our internal knowledge base and help onboard new team members, sharing best practices to enhance the entire team's capabilities
- Embody Samsara's Values & Principles: Consistently champion and role model Samsara's core values and operating principles in every interaction, actively seeking feedback for continuous improvement
Skills
- 5+ years experience in a technical, customer-facing role such as technical account management, solutions consulting, or customer success, with a demonstrated track record of success
- Bachelor's degree in Management Information Systems, Computer Science, or a related field preferred, or equivalent relevant professional experience
- Exceptional technical literacy with the ability to understand and troubleshoot complex hardware, software, and API integrations. A strong passion for technology and a commitment to continuous learning, including an interest in AI and its applications
- A data-informed approach to understanding customer needs and a demonstrated ability to build trusted, long-term relationships
- Strong English written and verbal communication skills
- A team player who thrives in a fast-paced environment and works effectively with internal teams to drive customer success
- Experience supporting global enterprise-level customers in a SaaS, IoT, or PaaS environment
- Proven experience leveraging AI tools and methodologies in daily workflows to drive efficiency, generate customer insights, and improve overall customer success
- Prior experience with Samsara, Salesforce, Zendesk, Jira, Gong, Gainsight, and Tableau
- Basic Python coding skills are an asset for providing enhanced technical solutions
Benefits
- Performance-based bonus/variable pay
- Equity (for eligible roles) in a high-growth public company
- A flexible, employee-led remote model
- A professional development stipend
- Comprehensive health and parental leave plans
- Flexible working model that caters to the diverse needs of our teams
- Offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements
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