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Job Description
A Technical Account Manager at Samsara is responsible for building strong customer relationships, providing technical support and expertise on IoT solutions, and ensuring successful implementation and ongoing success of Samsara's platform for clients, primarily in a remote setting.
Key Responsibilities
- Build and maintain relationships with customers and account teams.
- Develop a technical understanding of customer implementations and optimize their Samsara platform.
- Act as the primary technical point of contact, addressing customer needs and resolving incidents.
- Troubleshoot hardware, software, and API issues related to Samsara products.
- Identify opportunities for additional value and growth within customer accounts.
- Establish long-lasting relationships with technical stakeholders and act as a trusted advisor.
- Maintain accurate records of customer interactions and activities.
- Participate in scaling and improving the Technical Account Management team.
Requirements
- Fluent in English and Spanish to effectively engage and communicate with a diverse customer base in North America.
- 7 years of experience in technical account management, customer success, or a similar role.
- Bachelor’s degree in a related field of Management Information Systems, Computer Science, or a related discipline.
- Exceptional technical literacy, with the ability to understand and troubleshoot hardware, software, and AI technology.
- Strong written and verbal 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 standards.
- Ability to develop a comprehensive understanding of customers' business operations and align Samsara’s solutions with their specific needs.
- Ability to identify opportunities for additional value and growth while presenting outcomes achieved.
- Experience supporting enterprise-level customers in a SaaS, IoT, or PaaS environment.
- Organized with a commitment to maintaining accurate account records.
- Availability for occasional travel to customer sites and potential after-hour or weekend coverage depending on customer needs.
- A strong passion for technology and a commitment to continuous learning, with demonstrated interest in artificial intelligence, machine learning, and their practical applications in a business context.
- Prior experience with Salesforce, Zendesk, Jira, Gainsight, Tableau, and AI Gemini is preferred.
- Python coding skills to provide enhanced technical support and solutions to customers are preferred.
Benefits & Perks
Full time employees receive a competitive total compensation package
Employee-led remote and flexible working
Health benefits
Flexible working model including remote, hybrid, or in-person options
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