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Job Description
The Technical Account Manager at Samsara is responsible for acting as a trusted technical advisor to customers, optimizing their technical health, resolving complex issues, and ensuring long-term adoption of the company's IoT platform to drive customer success and value realization.
Key Responsibilities
- Act as the primary technical point of contact for customers, managing technical issues and troubleshooting complex problems.
- Develop and execute tailored success plans to ensure customer technical health and mitigate risks.
- Proactively optimize customer platform adoption by understanding their business objectives and demonstrating technical ROI.
- Lead customer meetings, including technical deep dives and account reviews, to communicate effectively with technical and non-technical stakeholders.
- Collaborate cross-functionally with Sales, Support, Product, and Engineering teams to advocate for customer needs and deliver a unified experience.
- Manage technical escalations from report to resolution, including root cause analysis to prevent recurrence.
- Contribute to team knowledge sharing, onboarding, and process improvements to enhance overall team capabilities.
Requirements
- Work hours aligned with the U.S. Central and Eastern time zones, primarily supporting customers on the East Coast of North America, specifically from 9 AM to 6 PM EST or 6:30 PM to 3:30 AM IST.
- Minimum of 7 years of 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.
- 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 to provide enhanced technical solutions are an asset.
Benefits & Perks
Above-market total compensation through a combination of base salary, performance-based bonus variable pay, 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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