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Job Description
The Technical Account Manager at Samsara is responsible for ensuring customer success by acting as a trusted technical advisor, optimizing platform adoption, troubleshooting complex issues, and fostering long-term relationships with clients in the IoT and connected operations space.
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 ensure achievement of desired outcomes.
- Translate customer operational goals into technical solutions and demonstrate technical ROI.
- Lead customer meetings, including technical deep dives and account reviews, engaging with technical and non-technical stakeholders.
- Collaborate cross-functionally with Sales, Support, Product, and Engineering teams to advocate for customer needs.
- Manage technical escalations from report to resolution, including root cause analysis to prevent recurrence.
- Contribute to internal knowledge base and onboard new team members by sharing best practices.
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
Above-market total compensation through base salary, performance-based bonus, and equity
Flexible, employee-led remote work model with options for in-office or hybrid work
Comprehensive health and parental leave plans
Professional development stipend
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