Technical Account Manager I (Tennessee)

Job Summary:

This Technical Account Manager (TAM) will dedicate 50% of their time to supporting captive manufacturing deployments acting as the key technical liaison between our Korea-based engineering teams and our field engineering in North America. The role is technical and delivery-focused with less emphasis on sales engineering and more on ensuring successful deployments product performance and structured onboarding.

They will play a critical role in site-level scoping (CRDs) deployment execution issue resolution and performance optimization while providing structured technical feedback to the product and engineering teams.

Key Duties/Responsibilities:

Pre-Sales & Technical Enablement

• Support enterprise sales efforts by leading technical discovery integration planning and product fit assessments.
• Develop technical proposals Customer Requirement Docs system architecture diagrams and deployment plans tailored to customer environments.
• Present technical solutions and product demos to senior customer stakeholders including executives.

Integration & Deployment Support

• Lead configuration testing and validation of robots in customer environments including API integrations and workflow tuning.
• Coordinate with internal engineering and product teams to align on customer-specific needs and timelines.
• Provide on-site or remote deployment support and training when needed for complex enterprise rollouts.
• Partner with Account Executives to define success criteria for PoCs and drive expansion into multi-site pilots contributing to revenue growth from existing accounts.

Customer Success & Account Management

• Serve as the main technical point of contact post-sale ensuring successful adoption and performance of deployed robots.
• Monitor performance metrics troubleshoot operational issues and proactively recommend improvements or upgrades.
• Collaborate with RFE AM and Support teams to ensure a high standard of service and robot uptime.

Cross-Functional Feedback & Product Insight

• Collect and synthesize customer feedback and operational data to provide actionable insights to product and engineering teams.
• Participate in customer-facing VOC (Voice of the Customer) sessions and internal product roadmap discussions.
• Advocate for customer priorities in internal roadmap planning while aligning expectations on feasibility and timelines.

Supervisory Responsibilities:

• None.

Required Skills/Abilities/Qualifications:

• 3 years of experience in a customer-facing technical role (Sales Engineering Solutions Architect TAM etc.)
• Strong knowledge of robotics automation systems or industrial integration (preferably in 3PL/manufacturing/logistics).
• Experience with API integrations systems architecture and workflow automation.
• Excellent problem-solving skills and technical troubleshooting abilities.
• Strong communication skills across technical and non-technical stakeholders.
• Comfortable managing multiple enterprise customers/projects simultaneously.
• Proficient in tools such as Linux Slack Google Workspace and CRM platforms (e.g. Salesforce or HubSpot).
• Ability to travel up to 50% for deployments technical planning and customer workshops.
  
  

Preferred Skills/Abilities/Qualifications:

• Fluent in Korean and English language (strongly preferred).
• Experience working in robotics or industrial automation startups.
• Familiarity with robot operating systems (e.g. ROS) rosbags or robot performance visualization tools.
• Experience supporting enterprise software and hardware deployments.
• Experience or exposure to the restaurant hospitality or foodservice technology sectors.
• Prior experience in manufacturing/3PL operations processes and terminology.

Education/Experience:

• Bachelors degree in Engineering Computer Science Robotics or a related field (or equivalent experience).
  
  

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to occasionally lift and transport up to 80 lbs of hardware or robot equipment.
• Comfortable working in warehouse or industrial environments during deployment phases.
• Prolonged periods of sitting at a computer and participating in virtual calls.