Technical Account Manager

Summary

Join Samsara as a Technical Account Manager (TAM) and build a successful customer experience leveraging your technical expertise and bilingual skills in English and Spanish. You will be responsible for building and maintaining customer relationships, developing a technical understanding of customer implementations, transforming their technical support experience, and contributing to team growth. This remote role, open to candidates in specific states, requires a Bachelor's degree, 5+ years of relevant experience, and proficiency in troubleshooting hardware, software, and API solutions. You will be the primary technical point of contact for assigned customers, ensuring their technical requirements are met. Samsara offers a competitive compensation package and benefits, including health benefits, flexible working arrangements, and opportunities for career development.

Requirements

• Bachelor's degree in a related field of Management Information Systems or Computer Science
• 5+ years of experience in technical account management, technical Support engineering, customer success, or a similar role
• Experience supporting enterprise-level customers in a SaaS, IoT, or PaaS environment
• Proficient in troubleshooting hardware, software, and API solutions
• Prior experience with Salesforce, Zendesk and Tableau or similar tools
• SQL proficiency basic knowledge at the minimum
• Experience using tools such as Power BI or tableau
• Strong written and verbal English 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 delivery standards

Responsibilities

• Transform your assigned customers’ technical support experience through technical proficiency and problem solving. Demonstrate an understanding of Samsara's products and solutions, including APIs, hardware, and software troubleshooting
• Be 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
• Communicate effectively, both verbally and in writing, 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
• Organized, with a commitment to maintaining accurate account records
• A team player who can collaborate effectively in a fast-paced environment
• Prior experience with Gainsight

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more