Technical Account Manager

Samsara

5d•$85,978 - $130,050•Remote

About The Position

Samsara is hiring a Technical Account Manager to help customers succeed with its Connected Operations Cloud. The role builds and maintains customer and account-team relationships, develops a technical understanding of customer implementations, improves the technical support experience, maintains engagement records, and contributes to the growth of the Technical Account Management team. The TAM proactively helps assigned customers optimize their Samsara platform and mitigate risk, with particular care during critical peak events. The TAM is the primary technical interface for assigned customers, working with internal and external stakeholders to address customer needs. The role may include serving as the customer contact for significant incidents and managing expectations and communications through resolution. This is a remote position for candidates residing in the United States, excluding the San Francisco Bay, New York City, and Washington, D.C. metro areas. Occasional customer-site travel and some after-hours or weekend coverage may be needed depending on customer needs.

Requirements

Fluency in English.
At least 7 years of experience in technical account management, customer success, or a similar role.
Exceptional technical literacy and 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 and a data-informed approach to understanding customer needs.
Strong bias for action, ownership, ability to dive deep, and insistence on high standards.
Passion for technology and commitment to continuous learning, with demonstrated interest in AI, machine learning, and practical business applications.
Bachelor’s degree in a technical field, or equivalent expertise gained through practical experience in Computer Science, Engineering, or a related field.

Nice To Haves

Python coding skills.
Experience supporting enterprise-level customers in a SaaS, IoT, or PaaS environment.
Organization and commitment to maintaining accurate account records.
Ability to collaborate effectively as a team player in a fast-paced environment.
Prior experience with Salesforce, Zendesk, Jira, Gainsight, Tableau, and AI; Gemini is preferred.

Responsibilities

Transform assigned customers’ support experience through technical proficiency and problem solving, including troubleshooting Samsara APIs, hardware, and software.
Serve as the primary technical point of contact between Samsara and assigned customers, ensuring technical requirements and objectives are met.
Understand customers’ business operations and align Samsara solutions with their needs; identify opportunities for additional value and growth, and present outcomes achieved.
Build lasting relationships with customer technical stakeholders and act as a trusted technical advisor who advocates for customer interests within Samsara.
Communicate effectively in English with a diverse North American customer base.
Maintain accurate, up-to-date records of customer interactions and activities in the system of engagement.
Help scale and build the Technical Account Management team by sharing knowledge and best practices.
Occasionally travel to customer sites and provide after-hours or weekend coverage as customer needs require.
Champion and model Samsara’s Operating Values and Principles.
Take ownership of customer expectations and communications when serving as the point of contact for significant incidents, through incident resolution.