Senior Manager, Technical Account Management

About the role:

This role will be responsible for managing a team of Technical Account Managers (TAMs) helping accounts achieve their business goals and outcomes by providing timely, proactive recommendations that will benefit customers’ ongoing usage of Samsara and by interjecting quickly in reactive situations. You will be responsible for directly monitoring, reporting, and driving improvements in team-level metrics and KPIs, keeping up with new products, and ongoing training and developing processes. As a senior member of the team, you should have a great track record working with teams and translating complex technical issues into tangible solutions. Collaboration with our most strategic customers is a primary responsibility, demonstrating comprehensive knowledge of Samsara’s products. Your work will be collaborative in nature, working together with managers and team members in multiple support locations to serve our customers. Your work will also be cross-functional in nature and will involve working cross-functionally with Product Management, Customer Success, Engineering, Sales, and Operations on a weekly basis.

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, provides 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 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:

• Directly manage a team of highly motivated TAMs that support the adoption and growth of Samsara products and services.
• Maintain a single-minded focus to ensure clients are extracting the most value out of their Samsara investment.
• Define, build, and institutionalize best practices for continual improvement of processes and results. Ensure the necessary tools are in place to maximize the impact and productivity of the team.
• Forge relationships with customers by developing a deep understanding of their Samsara implementation, share technical best practices, and act as a point of escalation for any customer issues to ensure they are resolved quickly.
• Develop relationships with key business stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities.
• Drive and coordinate Technical Health Reviews and provide relevant technical recommendations on solutions and enhancements specific to customers’ business needs.
• Partner with key stakeholders to establish goals and objectives around customer satisfaction, organization efficiency, and employee engagement.
• Produce reporting that demonstrates team effectiveness to support the team, other departments, and Senior Leadership.
• Review reports and operations to inspect the success of the TAM program and propose and execute approved initiatives.
• Recruit, develop, and manage a best-in-class team of TAMs.
• Use quantitative and qualitative research to drive operational excellence in the areas of customer engagement and adoption of Samsara products.
• Work across the Support organization to set a vision of success, track performance metrics, and inspire results.
• All Roles: Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team) as we scale globally and across new offices
• People Manager Roles: Hire, develop, and guide an inclusive, engaged, and high-performing team

Minimum requirements for the role:

• 10+ years of relevant work experience in one or more of the following: Technical Account Management, Enterprise Architecture, Technology Consulting, Customer Success, Technology Solutions Development, Technical and/or Solutions Architecture
• At least 5 years of experience directly managing a team supporting Enterprise customers, providing direct oversight to engagement deliverables and overall health, as well as direct alignment with customer executive stakeholders
• Experience in dealing with large, complex, distributed systems.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Aptitude for both analyzing technical concepts and translating them into business terms and mapping business requirements into technical features.
• Strong knowledge of business processes (Sales, Service, Marketing, Support), business applications, and automation.

An ideal candidate also has:

• BA/BS Degree (or equivalent) in Engineering, Computer Science, or related technical field of study
• Experience with querying languages (e.g. SQL) and scripting languages (e.g. Python)
• Deep technical knowledge and implementation experience with ELD related rules and regulations
• Understanding of fleet management, transportation, warehousing, and industrial site industries.
• Experience supporting both hardware and software solutions. Semiconductor knowledge is a plus.
• Technical know-how - you’re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems