Description
As a Technical Account Manager (TAM) at Samsara, you will build a track record of customer success by leveraging your technical expertise, strong business acumen, 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.
Responsibilities:
- Transform assigned customers' support experience through technical proficiency and problem-solving.
- Act as the primary technical point of contact between Samsara and assigned customers.
- Develop a comprehensive understanding of customers' business operations and use this knowledge to align Samsara's solutions with their specific needs.
- Cultivate solid and long-lasting relationships with technical stakeholders within customers' organizations.
- 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.
- Be available for occasional travel to customer sites and may need to be online for some after-hour or weekend coverage.
Requirements:
- 7+ years of experience in technical account management, customer success, or a similar role.
- Bachelor's degree in a technical field, or equivalent expertise through practical experience.
- 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.
Nice to Have:
- Python coding skills.
- Experience supporting enterprise-level customers in a SaaS, IoT, or PaaS environment.
- Prior experience with Salesforce, Zendesk, Jira, Gainsight, Tableau, and AI (Gemini preferred).
Compensation:
- Annual Base Salary: $93,075-$120,450 CAD
Benefits:
- Flexible working model
- Professional development stipend
- Comprehensive health and parental leave plans