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 Samsara's 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 customer’s 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 real-world impact—helping 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 won’t 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.
• You’re 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 high-caliber 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 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.

Minimum requirements for the role:

• 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 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.

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 fast-paced environment.
• Prior experience with Gainsight.