Technical Account Manager

This is a fully remote position, open to applicants in Mexico, +1 more country.

📋 Description

• Act as a reliable technical advisor and foster long-term engagement with the Samsara platform.

• Take initiative to enhance customers' technical health and reduce potential risks.

• Cultivate a profound understanding of customer business goals and align Samsara solutions to provide measurable benefits.

• Monitor and showcase technical ROI and value realization.

• Utilize AI-driven tools and insights to foresee customer needs and tailor engagement accordingly.

• Independently oversee a portfolio of accounts and create customized success strategies.

• Keep precise records of customer interactions and contribute to team goals.

• Serve as the main technical contact for Samsara's APIs, hardware, and software.

• Guide customers on best practices and resolve intricate technical challenges.

• Manage the technical ticket lifecycle, including handling escalations from inception to resolution.

• Perform root cause analysis to avert future issues and promote product enhancements.

• Lead in-depth technical discussions and quarterly account reviews.

• Collaborate with Sales, Support, Product, and Engineering teams.

• Proactively engage in team projects and process enhancements.

• Contribute to the internal knowledge repository and assist in onboarding new team members.

• Advocate for Samsara's values and seek feedback for ongoing improvement.

⛳️ Requirements

• Over 7 years of experience in a technical, customer-facing position such as technical account management, solutions consulting, or customer success.

• Bachelor's degree in a technical discipline or equivalent experience in Computer Science, Engineering, or related fields.

• Outstanding technical literacy with the ability to understand and resolve complex hardware, software, and API integrations.

• Enthusiasm for technology and a dedication to continuous learning, including an interest in AI and its applications.

• Proficiency in both English and Spanish is required.

• Excellent written and verbal communication skills in English and Spanish.

• Data-driven approach to grasping customer needs.

• Proven capability to establish trusted, long-term relationships with customers.

• Ability to thrive in a fast-paced environment while working effectively with internal teams.

• Experience in supporting global enterprise-level clients within a SaaS, IoT, or PaaS environment is preferred.

• Familiarity with AI tools and methodologies is advantageous.

• Previous experience with Samsara, Salesforce, Zendesk, Jira, Gong, Gainsight, and Tableau is preferred.

• Basic Python coding skills are a plus.

🏝️ Benefits

• Competitive total compensation package that includes base salary, performance-based bonuses/variable pay, and equity for eligible positions.

• Employee-driven flexible remote work model.

• Professional development stipend.

• Comprehensive health insurance plans.

• Parental leave options.

• Flexible working arrangements, including remote, hybrid, or in-person options when applicable.