Job Description
The Technical Account Manager at Samsara is responsible for ensuring customer success by providing technical expertise, troubleshooting complex issues, and aligning platform solutions with customer goals to deliver measurable value and foster long-term relationships.
Key Responsibilities
- Act as the primary technical point of contact for customers, managing technical issues and troubleshooting complex problems.
- Develop tailored success plans for accounts, identifying and mitigating risks to customer health.
- Proactively optimize customer technical health and demonstrate technical ROI.
- Lead customer meetings, including technical deep dives and quarterly reviews, with diverse audiences.
- Collaborate cross-functionally with Sales, Support, Product, and Engineering teams to advocate for customer needs.
- Manage technical ticket lifecycle from escalation to resolution, conducting root cause analysis.
- Advise customers on best practices related to Samsara’s platform, APIs, hardware, and software.
- Contribute to team knowledge base and onboard new team members to enhance team capabilities.
Requirements
- Minimum of 5 years experience in a technical, customer-facing role such as technical account management, solutions consulting, or customer success, with a demonstrated track record of success.
- Bachelor's degree in Management Information Systems, Computer Science, or a related field preferred, or equivalent relevant professional experience.
- Exceptional technical literacy with the ability to understand and troubleshoot complex hardware, software, and API integrations.
- A strong passion for technology and a commitment to continuous learning, including an interest in AI and its applications.
- A data-informed approach to understanding customer needs and a demonstrated ability to build trusted, long-term relationships.
- Strong English written and verbal communication skills.
- A team player who thrives in a fast-paced environment and works effectively with internal teams to drive customer success.
- Experience supporting global enterprise-level customers in a SaaS, IoT, or PaaS environment.
- Proven experience leveraging AI tools and methodologies in daily workflows to drive efficiency, generate customer insights, and improve overall customer success.
- Prior experience with tools such as Salesforce, Zendesk, Jira, Gong, Gainsight, and Tableau.
- Basic Python coding skills are an asset for providing enhanced technical solutions.
Benefits & Perks
Annual Base Salary 83,725 - 108,350 CAD
Performance-based bonus variable pay
Equity for eligible roles
Flexible, employee-led remote work model
Professional development stipend
Comprehensive health plans
Parental leave plans
Ready to Apply?
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