Manager, Technical Account Management - Canada

 Published 3 days ago
    
 United States
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About the role:

The Manager will oversee a team of Technical Account Managers (TAMs). This manager role is instrumental in ensuring our team delivers exceptional technical support and account management to our customers, driving customer success through technical expertise, strong business acumen, and effective partnerships. The Manager will be accountable for team metrics, fostering professional development, and maintaining alignment with Samsara's core values and operating principles.

You should apply if:

  • You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
  • You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
  • You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
  • You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best. 

Click here to learn about what we value at Samsara. 

In this role, you will: 

  • Team Management: Provide guidance, coaching, and support to a team of Technical Account Managers. Oversee the delivery of high-quality technical account management, ensuring alignment with customer success's key value management framework.
  • Performance and Metrics Accountability: Monitor and manage team performance against key metrics and objectives, implementing strategies to meet or exceed these targets.
  • Professional Development: Actively engage in the professional growth of each team member through development plans, training, mentorship, and regular feedback, ensuring skills enhancement and career progression.
  • Customer Success Advocacy: Ensure the team builds and maintains strong relationships with customers, understanding their technical and business needs to support and enhance their Samsara platform experience effectively.
  • Customer Escalation Management: Acts as the primary point of contact for overseeing and resolving high-priority technical escalations, ensuring swift resolution and maintaining customer satisfaction for your team's assigned accounts by leveraging strong problem-solving skills and a deep understanding of Samsara’s products and services.
  • Cross-Functional Collaboration: Partners close with internal teams, including sales, product, support and customer success, to address customer needs and feedback, driving continuous product and service improvement.
  • Strategic Planning: Contribute to the strategic planning and scaling of the Technical Account Management team, identifying opportunities for process optimization, customer deliverable automation, and team growth.
  • Cultural Ambassador: Champion and embody Samsara's operating principles, fostering a team environment that is inclusive, growth-oriented, customer-focused, and committed to long-term success.
  • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

Minimum requirements for the role:

  • Bachelor's degree in a technical, business, or related field; or equivalent work experience.
  • Proven experience in technical account management, customer success, or a related field, with a minimum of 3 years in a people manager role with direct reports.
  • Demonstrated ability to drive customer success and achieve technical account management goals in a fast-paced environment across enterprise customers. 
  • Innovator and strong people management skills, with a focus on professional development and team building.
  • Excellent written and verbal communication.
  • Excels to use data to create new insights and drive action based on the task at hand. 
  • Experience in handling highly visible escalations and working cross-functionally with the Product, Sales, and Customer Success teams to resolve.
  • Ability to proactively identify risks and dependencies and put in place plans to mitigate them.
  • Ability to travel occasionally to internal events and or customer sites and be available for some after-hours or weekend coverage as needed.

An ideal candidate also has:

  • Business acumen with a focus on driving value-based outcomes.
  • Conversational in Spanish.
  • Demonstrated proficiency in IoT, APIs, SQL, and scripting languages. 
  • Experience scaling a technical team and its services. 
  • Ability to influence others, including those outside of the immediate team.

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