Technical Account Manager

Samsara

6h•Remote

About The Position

As a Samsara Technical Account Manager (TAM), you are the cornerstone of technical customer success. In this role, you will act as a trusted technical advisor, moving beyond traditional support to deliver measurable business value and drive the long-term adoption of the Samsara platform. Your mission is to proactively optimize your customers' technical health and mitigate risk, ensuring they achieve their desired outcomes. This requires a unique blend of deep technical acumen, consultative problem-solving, and the ability to communicate with influence across both technical and executive stakeholders. You will build enduring customer relationships by translating their operational goals into powerful technical solutions. As the primary technical interface for your accounts, you will foster cross-functional collaboration with our Sales, Support, and Product teams to champion your customers' needs. During critical incidents, you will demonstrate ownership by managing customer communications and expectations through to a successful resolution. This role is a remote position open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C. Relocation Assistance will not be provided for this role.

Requirements

Experience: 5+ years experience in a technical, customer-facing role such as technical account management, solutions consulting, or customer success, with a demonstrated track record of success.
Foundational Education: Bachelor’s degree in Management Information Systems, Computer Science, or a related field preferred, or equivalent relevant professional experience.
Technical Proficiency: Exceptional technical literacy with the ability to understand and troubleshoot complex hardware, software, and API integrations. A strong passion for technology and a commitment to continuous learning, including an interest in AI and its applications.
Customer Focus: A data-informed approach to understanding customer needs and a demonstrated ability to build trusted, long-term relationships.
Communication: Strong English written and verbal communication skills.
Collaborative Spirit: A team player who thrives in a fast-paced environment and works effectively with internal teams to drive customer success.

Nice To Haves

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 Samsara, Salesforce, Zendesk, Jira, Gong, Gainsight, and Tableau.
Basic Python coding skills are an asset for providing enhanced technical solutions

Responsibilities

Drive Customer Impact & Value Realization: Go beyond technical support to consistently deliver measurable value. You will develop a deep understanding of your customers' business objectives and proactively align Samsara's solutions to help them achieve their goals, tracking and demonstrating technical ROI along the way.
Execute Transformational Technical Account Management: Independently manage a portfolio of accounts, developing tailored success plans and identifying and mitigating risks to customer health. You will maintain accurate records of customer interactions and contribute to team-wide objectives.
Demonstrate Deep Technical Acumen & Samsara Expertise: Be the primary technical point of contact, mastering Samsara's platform, including APIs, hardware, and software. You will advise customers on best practices and troubleshoot complex technical issues with proficiency.
Provide Consultative Problem Solving & Solutioning: Employ a consultative approach to understand the root cause of customer challenges. You will own the technical ticket lifecycle, including technical escalations from report to resolution, and conduct root cause analysis to prevent recurrence and drive product improvement.
Communicate with Influence and Clarity: Lead customer meetings, from technical deep dives to quarterly technical account reviews, with confidence. You will adapt your communication style to effectively engage with diverse audiences, from technical staff to non-technical executives.
Foster Cross-Functional Collaboration: Partner effectively with Sales, Support, Product, and Engineering teams to advocate for customer needs and deliver a unified experience.
Demonstrate Ownership and Act as a Multiplier: Embody a 'get it done' mentality by taking initiative on team projects and process improvements. You will actively contribute to our internal knowledge base and help onboard new team members, sharing best practices to enhance the entire team's capabilities.
Embody Samsara's Values & Principles: Consistently champion and role model Samsara's core values and operating principles in every interaction, actively seeking feedback for continuous improvement