Technical Account Manager

Your Role

The Technical Account Manager (TAM) within the Support team plays a crucial role in maintaining and improving customer relationships through outstanding technical support and service.

This position requires a blend of technical acumen, communications skills, and the ability to work with internal and external stakeholders to ensure our products and services are perfectly aligned with our customers’ needs.

The ideal candidate is able to organise, coordinate, contextualise and prioritise actions, and act as an advocate for our customers within the company.

Responsibilities

• Develop and maintain strong relationships with assigned customers, understanding their business needs, environments and requirements, and how our products and services contribute to their success.
• Working closely with other teams to gain a deep understanding of the unique implementations and technical solutions provided to each customer, ensuring support services are aligned.
• Ensure issues are triaged according to the customer context and impact, and that they are resolved in a timely and efficient manner, acting as the field contact as needed.
• Act as advocate of the customer, analysing issues, feedback and requests, and ensuring they are promptly passed to the appropriate teams and successfully addressed.
• Facilitate ongoing dialogue between customers and internal teams. Prioritise and track progress of long-lived items like feature requests or operational activities.

Working closely with the customer and fostering a loop of continuous improvement and customer satisfaction.

• Driving customer success by providing technical guidance and enablement, overseeing the quality of our support resources and engagements.
• Monitor and report on the operational health and sentiment of customers, aiming to identify potential pain points and issues proactively.
• Develop and maintain detailed knowledge to strengthen our customer empathy, allowing us to ensure the customer’s needs are met and exceeded.
• Identify, provide feedback and create solutions to enhance our operational excellence at all levels.

Requirements

What you need to succeed :

• Recent, proven experience in technical support, customer service, technical account management, or similar role, preferably in a technology-focused company.
• Familiar with Linux / Unix environments, and experience diagnosing and debugging complex systems.
• Outstanding problem-solving and analytical skills, with a proactive approach.
• Exceptional interpersonal and communication skills, with a proven track record of building and maintaining strong customer relationships.
• Customer-oriented attitude with a passion for providing exceptional service.
• Ability to work independently and collaboratively, and manage multiple priorities in a fast-paced environment.
• Willingness to participate in on-call schedules.

Extra kudos if you have :

• An understanding of computer vision, mobile autonomy or LiDAR data processing.
• A degree (or equivalent experience) in Engineering / Robotics / Computer Science or related subject, or equivalent work experience

Benefits

We provide :

• Competitive salary, benchmarked frequently
• Hybrid working arrangements
• PTO 25 days
• United Healthcare Medical Insurance - we cover 95% with 5% employee contribution
• 401k Retirement plan with Safe Harbour
• Life Assurance
• AD&D Insurance
• Short and Long Term Disability Insurance
• Dental and Vision - Fully funded for you and Oxa will contribute 50% of costs for dependants

The base salary for this position is expected to be between $55,000 - 75,000 USD per year. However, base pay offered may vary depending on factors such as skills alignment, industry knowledge and location.

This role requires flexibility to cover a shift rotation.