Technical Account Manager

Summary

Join Samsara as a Technical Account Manager (TAM) and build a successful customer experience leveraging your technical expertise and bilingual proficiency in English and Spanish. You will build and maintain customer relationships, develop a technical understanding of customer implementations, transform their technical support experience, and contribute to team growth. This remote role, open to candidates in Mexico, requires proactive problem-solving and optimizing the Samsara platform for assigned customers. You will be the primary technical point of contact, addressing customer needs and expectations. This role offers opportunities for career development within a rapidly growing company and the chance to make a real-world impact.

Requirements

• Bachelor's degree in a related field of Management Information Systems or Computer Science
• 5+ years of experience in technical account management, customer success, or a similar role
• Exceptional technical literacy, with the ability to understand and troubleshoot hardware software and API solutions
• Bilingual; Fluency in English and Spanish is a must
• 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

Responsibilities

• 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 trusted advisor, advocating for customer interests within Samsara
• Be fluent in English and Spanish 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
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Preferred Qualifications

• 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, Gainsight or Tableau

Benefits

• Competitive total compensation package
• Employee-led remote and flexible working
• Health benefits
• Samsara for Good charity fund