Technical Account Manager

Summary

Join Fleetio as an experienced Technical Account Manager and become a trusted advisor to our largest fleet customers. You will ensure customer success by addressing technical needs, minimizing risks, and delivering impactful solutions. Leverage your technical expertise to optimize Fleetio's solutions, drive growth, and achieve operational excellence. Build strong relationships across all customer levels, including C-suite executives. This role demands exceptional technical acumen, strategic thinking, and a customer-centric approach. You will serve as a thought leader, advocating for customer needs within Fleetio while driving product improvements and organizational change. Your work will resolve technical issues and proactively enhance customer engagement and long-term value.

Requirements

• 7+ years of experience in technical account management, system engineering, or enterprise SaaS solutions, with a focus on large-scale implementations and high-impact customer engagements
• Demonstrated success engaging with enterprise customers and managing complex technical requirements
• Proven ability to build and execute strategic plans that drive system performance, customer satisfaction, and revenue growth
• Experience collaborating cross-functionally to influence product direction and customer outcomes
• Strong problem-solving capabilities, with an emphasis on balancing technical and customer-centric execution
• Excellent interpersonal and communication skills with the ability to navigate and influence complex customer environments
• Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related field

Responsibilities

• Develop and Maintain Technical Partnerships: Build deep, strategic relationships with key stakeholders, from technical teams to senior leadership, across a portfolio of enterprise and key accounts
• Technical Strategy and Advocacy: Craft and execute strategic plans that align customer goals with Fleetio’s solutions, ensuring operational success and system optimization
• Proactive Issue Resolution: Lead escalations and complex problem-solving efforts, minimizing risk, mitigating challenges, and enhancing customer satisfaction
• System Optimization: Leverage advanced analytics and performance monitoring to anticipate customer needs, optimize configurations, and drive system health improvements
• Industry Thought Leadership: Stay informed about trends and innovations within the fleet management and enterprise SaaS landscape, influencing product strategy and sharing insights with customers
• Cross-Functional Collaboration: Partner with internal teams such as Product, Engineering, Customer Success, and Support to advocate for customer needs and deliver cohesive solutions
• Customer Enablement: Design and deliver comprehensive training sessions, workshops, and documentation tailored to customer use cases, driving product adoption and utilization
• Escalation Management: Lead escalations and cross-team coordination to swiftly resolve issues while maintaining open communication with customers
• Customer-Focused Communications: Craft impactful, tailored communication for technical updates, strategic recommendations, and performance reviews for diverse audiences
• Mentorship and Leadership: Guide other team members, fostering a culture of technical excellence, learning, and proactive problem-solving

Preferred Qualifications

Advanced certifications and industry-specific credentials

Benefits

• BCBS health/dental coverage options (100% coverage for employee, 50% for family)
• Vision insurance
• Incentive stock options
• 401(k) match of 4%
• PTO - 4 weeks per year
• 12 company holidays + 2 floating holidays
• Parental leave - birthing parent (16 weeks paid) non-birthing (4 weeks paid)
• FSA & HSA options
• Short and long term disability (short term 100% paid)
• Community service funds
• Professional development funds
• Wellbeing fund - $150 quarterly
• Business expense stipend - $125 quarterly
• Mac laptop + new hire equipment stipend
• Remote working friendly since 2012