Technical Account Manager

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 clear and effective English communication and a commitment to living by Samsaras 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 customers 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 role open to candidates based in Canada

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in realworld impacthelping 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 wont 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.
• Youre 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 highcaliber team that will encourage you to do your best.

In this role you will:

• Transform your assigned customers technical support experience through technical proficiency and problem solving. Demonstrate an understanding of Samsaras 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 Samsaras solutions with their specific needs. Identify opportunities for additional value and growth while presenting outcomes achieved.
• Cultivate solid and longlasting 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 uptodate 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 teams capabilities.
• Be available for occasional travel to customer sites and may need to be online for some afterhour or weekend coverage depending on the customers needs.
• Champion role model and embed Samsaras 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.

Minimum requirements for the role:

• Bachelors 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 enterpriselevel 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 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 datainformed approach.
• Strong bias for action ownership ability to dive deep and insistence on the highest delivery standards.

An ideal candidate also has:

• 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 fastpaced environment.
• Prior experience with Gainsight.

Required Experience:

Manager