Technical Account Manager

Samsara; EUA; Teletrabalho; USD 120 000 - 180 000; Tempo integral

Resumo da oferta

Samsara is seeking a Technical Account Manager (TAM) to build a track record of customer success by leveraging technical expertise, business acumen, and English fluency. You will manage relationships with customers and account teams, develop a deep understanding of implementations, and align Samsara solutions to customer needs.

You will be the primary technical interface, coordinate with internal and external stakeholders, and help mitigate risk during critical events.

Qualificações

• 7+ years of experience in technical account management, customer success, or a similar role.
• Bachelor's degree in a technical field or equivalent practical experience.
• Exceptional technical literacy with hardware, software and AI technology.
• Strong written and verbal communication and ability to build customer relationships.
• Business acumen with data-informed approach to customer needs.
• Bias for action, ownership, and insistence on high standards.

Responsabilidades

• Transform customer support experience through technical proficiency and problem solving across Samsara products (APIs, hardware, software).
• Serve as primary technical point of contact between Samsara and customers; ensure requirements and objectives are met.
• Develop deep understanding of customers’ operations to align Samsara solutions and identify growth opportunities.
• Build long-lasting relationships with technical stakeholders and act as a trusted advisor.
• Maintain accurate account records in the system of engagement.
• Contribute to scaling and knowledge sharing within the TAM team.
• Occasionally travel to customer sites and support after-hours as needed.

Conhecimentos

English fluency

TAM/CS experience

Customer relationship management

Technical literacy

Strong communication

Problem solving

Python coding (nice-to-have)

Formação académica

Bachelor's degree in technical field

Ferramentas

Salesforce

Zendesk

Jira

Gainsight

Tableau

AI (Gemini) experience

Descrição da oferta de emprego

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

About the role:

As a Samsara Technical Account Manager (TAM), you will build a track record of customer success by leveraging your technical expertise, strong business acumen, proficiency in English, and a commitment to living by Samsara's core values and operating principles. Your primary responsibilities will be to build and maintain relationships with customers and account teams, develop a technical understanding of your customers’ Samsara implementations, transform their technical support experience, update our system of engagement, and contribute to team growth. These activities will enable you to proactively set your assigned customers up for success by optimizing their Samsara platform and mitigating risk with particular care during critical peak events.

As a TAM, you will occasionally be the point of contact for significant incidents, being responsible for the customer’s expectations and communications through resolving such incidents. Our TAM is the primary technical interface on behalf of our customers and works closely across internal and external stakeholders, as required, to address customer needs.

This is a remote positionopen to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

In this role, you will:

• Transform your assigned customers’ support experience through technical proficiency and problem solving. Demonstrate an understanding of Samsara's products, including APIs, hardware, and software troubleshooting.
• Act as the primary technical point of contact between Samsara and assigned customers, ensuring their technical requirements and objectives are met.
• Develop a comprehensive understanding of our customers' business operations and use this knowledge to align Samsara's solutions with their specific needs. Identify opportunities for additional value and growth while presenting outcomes achieved.
• Cultivate solid and long-lasting relationships with technical stakeholders within your customers’ organizations. Establish yourself as a technical trusted advisor, advocating for customer interests within Samsara.
• Be fluent in English to effectively engage and communicate with a diverse customer base in North America.
• Maintain accurate and up-to-date records of customer interactions and activities in our system of engagement.
• Actively participate in scaling and building the Technical Account Management team, sharing knowledge and best practices to enhance the team's capabilities.
• Be available for occasional travel to customer sites and may need to be online for some after-hour or weekend coverage depending on the customers’ needs.
• A strong passion for technology and a commitment to continuous learning, with a demonstrated interest in artificial intelligence, machine learning, and their practical applications in a business context.
• Champion, role model, and embed Samsara’s Operating Values and Principles in how you show up to work.

Minimum requirements for the role:

• Fluency in English is a must.

7+ years of experience in technical account management, customer success, or a similar role.

• We welcome applications from candidates with a bachelor's degree in a technical field, or those who have gained equivalent expertise through practical experience in areas such as Computer Science, Engineering, or related fields.
• Exceptional technical literacy, with the ability to understand and troubleshoot hardware, software and AI technology.
• Strong written and verbal communication skills.
• Demonstrated ability to build and maintain customer relationships.
• Business acumen with a focus on understanding customer needs through a data-informed approach.
• Strong bias for action, ownership, ability to dive deep, and insistence on the highest standards.

An ideal candidate also has:

• Python coding skills, allowing you to provide enhanced technical support and solutions to our customers.
• Experience supporting enterprise-level customers in a SaaS, IoT, or PaaS environment.
• Organized, with a commitment to maintaining accurate account records.
• A team player who can collaborate effectively in a fast-paced environment.
• Prior experience with Salesforce, Zendesk, Jira, Gainsight, Tableau, and AI (Gemini preferred).

The compensation range shown spans approved pay zones for this role. Your primary work location determines the range applicable to you, which may be narrower than the full range displayed.The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience. Learn more about our total rewards and benefits below.

Total Rewards

At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.

Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.

Flexible Working

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Belonging at Samsara

At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure Samsara is a place where people from all backgrounds can make an impact.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [e-mail] or click here if you require any reasonable accommodations throughout the recruiting process.

Our Commitment to Authenticity

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