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Senior Manager, Technical Account Management

Samsara, Bay Area, Atlanta, or Remote - US/Canada

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Who We Are

Samsara is the pioneer of the Connected Operations Cloud, which allows businesses and organizations that depend on physical operations to harness IoT (Internet of Things) data to develop actionable business insights and improve their operations. Samsara operates in North America and Europe and serves more than 20,000 customers across a wide range of industries including transportation, wholesale and retail trade, construction, field services, logistics, utilities and energy, government, healthcare and education, manufacturing and food and beverage. Learn more about Samsara's mission to increase the efficiency, safety, and sustainability of the operations that power the global economy at www.samsara.com.

About the role:

You 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. You will be responsible for directly monitoring, reporting, and driving improvements in team-level metrics and KPI’s, keeping up with new products and ongoing training and developing processes. As a senior leader 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.

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 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 lead Technical Health Reviews and provide relevant technical recommendations on solutions and enhancements specifics to customers’ business needs.
  • Partner with Senior Leadership to establish goals and objectives around customer satisfaction, organization efficiency, and employee engagement.
  • Produce reporting that demonstrates team effectiveness to support team, other departments, and Senior Leadership.
  • Review reports and operations to analyze 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 analysis to drive operational excellence in the areas of customer engagement and adoption of Samsara products.
  • Work across leadership to set a vision of success, track performance metrics, and inspire results.
  • 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.  
  • Hire, develop and lead an inclusive, engaged, and high performing team.

Minimum requirements for the role:

  • BA/BS Degree (or equivalent) in Engineering, Computer Science or related technical field of study
  • 10+ years 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 experience leading a team supporting Enterprise customers, providing direct oversight to engagement deliverables and overall health, as well as direct alignment to customer executive stakeholders
  • Experience in dealing with large, complex, distributed systems.
  • Experience with querying languages (e.g. SQL) and scripting languages (e.g. Python)
  • 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 for mapping business requirements into technical features.
  • Strong knowledge of business processes (Sales, Service, Marketing, Support), business applications, and automation.

An ideal candidate also has:

  • Deep technical knowledge and implementation experience with 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

#LI-Remote

At Samsara, we welcome all. All sizes, colors, cultures, sexes, beliefs, religions, ages, people. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [email protected] or click here if you require any reasonable accommodations throughout the recruiting process.

US Only: Please note that Samsara’s COVID-19 vaccination policy requires all team members who will be meeting in person for business or working from one of our offices to be fully vaccinated against COVID-19. People who cannot be vaccinated for qualifying medical conditions, sincerely held religious beliefs, and other legally protected categories, may request an accommodation. 

Benefits

Working at Samsara has its perks: for all global full-time employees, we provide private medical and dental insurance, growth and development opportunities, regular virtual team and company events, and other location-based perks. Review all of Samsara's current benefit offerings at rewards.samsara.com.

Flexible Work

At Samsara, we have adopted a flexible way of working, enabling teams and individuals to do their best work. We value in person collaboration and know a change of scenery and quiet space to work is welcomed from time to time. Our offices remain open for those who prefer to collaborate or work in-office. We also offer a co-working support program for employees who are not located near a Samsara office. For more information about our Flexible Work model, please see our blog post here.

About Samsara

About Breakthroughs in semiconductors are making sensors smaller and radically cheaper, and wireless Internet connectivity is becoming ubiquitous. Yet traditional enterprise-scale sensor systems still require complex infrastructure, from hard-wired networks to servers, middleware, and custom code. As a result, sensor projects can take months — if not years — to bring online. Samsara disrupts the traditional sensor model with an integrated, software-centric solution. Our products combine plug-and-play sensors, wireless connectivity, and rich cloud-hosted software, all tightly-integrated for simple deployment. Samsara was founded in early 2015 by Sanjit Biswas and John Bicket. Sanjit and John previously co-founded Meraki, the cloud networking leader. Meraki was acquired by Cisco for $1.2 billion in 2012, and under Sanjit and John's continued leadership became one of Cisco’s fastest growing businesses. Samsara’s team includes veteran executives and technical leaders from companies including Google, Apple, and Meraki, who bring experience in big data, cloud software, and hardware design. In Sanskrit, "Samsara" is the eternal cycle of life and rebirth.

Samsara

Want to learn more about Samsara? Visit Samsara's website.