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 hereto 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.

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

Overview:

The Technical Account Manager (TAM) is a role of the technical operational success champion for top tier customers who acts as a core part of the LP account team. As a TAM, you will become a key advisor and partner to your assigned customers to ensure value realization and execution of their technical roadmap. You will have a proactive outlook to steer the customers successfully through their use and expansion of the LP products and services, organize special event readiness, rally internal teams towards your customers’ wellness, conduct health checks, build alarm dashboards and monitor for anomalies, be ready to roll up your sleeves to troubleshoot complex issues, coordinate global support resources to assist with priority items, and attend customer war rooms to assist with crisis.

You will: 

• Drive technical operational success cross-functionally for assigned brands 
• Build strong relationships with key customer stakeholders and account teams
• Maintain knowledge and record the details of the customer environment, architecture and technical roadmap for the LP implementation and the ecosystem in which it operates
• Proactively communicate operational changes, bug fixes, and enhancements
• Be a hands-on troubleshooting generalist
• Guide cross-functional teams in resolving customer issues based on priorities
• Oversee support, product, and engineering deliverables aligned with SLAs
• Facilitate technical alignment with LivePerson product roadmap
• Conduct detailed operational and business reviews to identify corrective and optimization opportunities
• Drive completeness and ongoing enhancements to the alarm monitoring of your brands 
• Communicate platform and feature issues to brands promptly
• Assume on-call shifts to assist with company-wide major incident management
• Provide timely support for special events and crisis management as needed for the business.
• Conduct timely post-incident root cause analyses, collaborating with engineering and customer stakeholders
• Be the focal point for all follow up to activities which indicate product issues with the LP platform such as accessibility or security audits
• Drive product improvements through continuous feedback to Product Management

You have:

• Proven TAM or related technical customer-facing experience in SaaS/CCaaS or web engagement for Fortune 500 clients.
• Hands-on experience with web and scripting technologies, familiarity with APIs/SDKs
• Data analysis expertise (SQL/NoSQL/Data lake).
• Experience with cloud technologies and Platform as a Service (PaaS) solutions.
• Thorough understanding of omnichannel technologies and associated support teams/processes.
• A team player mindset with the capability to collaborate effectively across various organizational levels and virtual teams.
• Proven relationship management skills, fostering collaboration and partnership.
• Self-motivated and capable of working independently with minimal supervision, effectively managing time and tasks.
• Comfortable driving technical discussions related to platform and product performance.
• Experience with CRM tools, bug tracking systems, repositories, and log aggregation tools.
• Ability to thrive under pressure and tight deadlines, with flexibility to work non-standard hours including holidays, nights, and weekends as required, particularly for top account crisis management.
• Willingness to travel to additional customer sites as needed, up to 10% of the time.
• Bachelor's degree in a relevant field or equivalent practical experience.

Benefits: 

• Health: Health: medical, dental, and vision insurance and wellbeing resources and programs
• Time away: generous time away programs that cover vacation, dependent care, holidays, wellness days, and more. 
• Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
• Family: parental leave, maternity support, fertility services
• Development: Generous tuition reimbursement and access to internal professional development resources.
• Additional: 24/7 access to professional counselors, voluntary insurance coverage, exclusive perks and discounts
• #LI-Remote

Why you’ll love working here: 

LivePerson is a hub for the ever-curious and proactive, offering a flexible work-life balance tailored to individual needs. With offices and WeWork locations worldwide, our flexible work policy provides our teams the freedom to work from their preferred environment. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

The ideal Technical Account Manager (TAM) prioritizes their customers' success, communicates exceptionally well, acts professionally, strives to exceed expectations, enjoys building relationships, collaborates effectively with others, and can quickly learn new technologies. As a trusted advisor, the TAM will demonstrate their customer success track record by communicating effectively with partners and leveraging their extensive knowledge of the Influxdata platform to provide solutions that meet the customers' business needs. They will forge strong relationships with their customers and account teams, develop a deep technical understanding of their Influxdata implementation, and share best practices to provide proactive services. When significant incidents occur, the TAM will act as the point of contact, taking ownership of the customer's expectations and communication throughout the resolution process.

Responsibilities:

• A team-focused and collaborative mindset
• Passion for working with customers and taking ownership of their success
• Background in problem-solving, including debugging and troubleshooting.
• Advocate for customers by prioritizing their interests and product quality within the development and product management domain.
• Ensure customers are fully adopting and expanding utilization of the InfluxData Platform.
• Develop a deep understanding of the customer's technical landscape and product usage.
• Enhance support capabilities by documenting customer environments, plans, and modifications.
• Identify potential customer needs to drive increased InfluxData utilization while highlighting technical obstacles and upsell opportunities.
• Guide customers during the adoption of new features or transitions to updated versions.
• Identify potential customer requirements to increase their use of InfluxData, flagging technical blockers representing technical risks and upsell opportunities.
• Advocate for customers by prioritizing cases, addressing bugs and feature requests, and translating customer input into actionable insights for InfluxData.
• Collaborate across internal teams during account escalations, assess customer technical risks, collaborate on mitigation plans, and coordinate technical escalations with R&D and support teams.
• Monitor and report on case, testing, and stability metrics.
• Support a global customer base via GitHub, community, email or ticketing systems
• Update and extend documentation
• Host recurring customer sync sessions, reviewing the customers tactical and strategic objects

What you bring to the team

• Experience in a customer-facing position
• Excellent English written and verbal communication skills
• Empathy for people facing technical challenges
• Minimum of 4 years of technical work experience: support, development, engineering, etc.
• Proficient in at least one scripting language (Ruby, Python, Bash, etc.)
• Wide-ranging knowledge in database concepts, database clustering, HA services, load balancing, automation, monitoring and configuration management
• Knowledge of Networking and HTTP(S)d
• DevOps experience on public cloud environments
• Experience with containerization in a production environment
• Experience with Cloud technology and Platforms (GCP, Azure, AWS, Kubernetes)
• Experience working with RESTful APIs

Pay Transparency at InfluxData

InfluxData takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into two zones based on a cost of labor index for that geographic area. The offered starting salary will be determined based on the candidate’s job-related skills, experience, qualifications, work location, and market conditions. Ranges are evaluated on a periodic basis and are subject to change at the Company’s discretion.

UK: £80,000-£100,000 GBP

To find a location’s zone designation or for additional information, please speak to your recruiter.

In addition to a competitive base salary, InfluxData offers comprehensive and inclusive employee benefits including medical, dental, vision, and mental health benefits, a 401(k) plan, flexible paid time off, home office or co-working reimbursements, and participation in InfluxData’s equity program (where applicable).

The Basics:

At Tanium, our Technical Account Managers (TAMs) serve as the linchpin of every customer engagement. Working closely with our customers to demo, deploy, operationalize, and extend the Tanium platform, our TAMs thrive on solving problems and building new technology. As a TAM, you will be faced with an endless series of challenging problems to tackle as our customers revolutionize enterprise operations and security with Tanium. Because the TAM position encompasses a wide range of responsibilities and opportunities, we are seeking versatile candidates with demonstrable acumen in each of the below areas.

What You’ll Do:

• Work closely with our customers to:
  • Demo, deploy, operationalize, and extend the Tanium Platform
  • Solve problems and build new technology (R&D)
  • Consistently and cogently address our customers’ needs through astute verbal and written communication skills
  • Thrive in a team-oriented culture through delivering a significant individual contribution while collaborating with and strengthening teammates
  • Think critically, spanning the sales process through customer support, troubleshooting, and developing new capabilities on the Tanium platform
  • Work closely with DTAMs and leadership on improving Tanium operational status within key accounts
• Expected travel is up to 50% of the time on average within France with a focus on Paris

We’re looking for someone with:

• Education
• BS degrees in computer science, MIS, or equivalent experience required
• Experience
• 3+ years experience in technical positions required
• 2+ years of experience in customer-facing or customer support positions
• 4+ years’ of operational experience in endpoint operations or security
• Hands-on Tanium experience a major plus
• A demonstrated track record of taking ownership of complex initiatives and producing successful outcomes
• Demonstrated aptitude in one or more programming languages
• Broad knowledge across several technical domains, coupled with deep knowledge in one or more of the following:
  • Endpoint Security
  • Endpoint Support/Troubleshooting
  • Incident response
  • Systems Management
  • Systems Administration
  • Software Engineering
  • Utility Scripting (e.g. bash, PowerShell, VBScript, Python, etc.)
• Demonstrated critical thinking skills
• Excellent written and verbal communication skills
• Naturally team-oriented with a mission first attitude

About Tanium 

Tanium, the industry’s only provider of converged endpoint management (XEM), leads the paradigm shift in legacy approaches to managing complex security and technology environments. Only Tanium protects every team, endpoint, and workflow from cyber threats by integrating IT, Operations, Security, and Risk into a single platform that delivers comprehensive visibility across devices, a unified set of controls, and a common taxonomy for a single shared purpose: to protect critical information and infrastructure at scale. Tanium has been named to the Forbes Cloud 100 list for six consecutive years and ranks on Fortune’s list of the Best Large Workplaces in Technology. In fact, more than half of the Fortune 100 and the U.S. armed forces trust Tanium to protect people; defend data; secure systems; and see and control every endpoint, team, and workflow everywhere. That’s the power of certainty. Visit www.tanium.com and follow us on LinkedIn and Twitter.

On a mission. Together. 

At Tanium, we are stewards of a culture that emphasizes the importance of collaboration, respect, and diversity. In our pursuit of revolutionizing the way some of the largest enterprises and governments in the world solve their most difficult IT challenges, we are strengthened by our unique perspectives and by our collective actions.   

We are an organization with stakeholders around the world and it’s imperative that the diversity of our customers and communities is reflected internally in our team members. We strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that only together can we do great things. 

Taking care of our team members 

Each of our team members has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.   

For more information on how Tanium processes your personal data, please see our Privacy Policy

OTHER JDs: REPOSITORY

The Basics:

At Tanium, our Technical Account Managers (TAMs) serve as the linchpin of every customer engagement. Working closely with our customers to demo, deploy, operationalize, and extend the Tanium platform, our TAMs thrive on solving problems and building new technology. As a TAM, you will be faced with an endless series of challenging problems to tackle as our customers revolutionize enterprise operations and security with Tanium. Because the TAM position encompasses a wide range of responsibilities and opportunities, we are seeking versatile candidates with demonstrable acumen in each of the below areas.

What You’ll Do:

• Work closely with our customers to:
  • Demo, deploy, operationalize, and extend the Tanium Platform
  • Solve problems and build new technology (R&D)
  • Consistently and cogently address our customers’ needs through astute verbal and written communication skills
  • Thrive in a team-oriented culture through delivering a significant individual contribution while collaborating with and strengthening teammates
  • Think critically, spanning the sales process through customer support, troubleshooting, and developing new capabilities on the Tanium platform
  • Work closely with CSMs on improving Tanium operational status within key accounts
• Expected travel is up to 25% of the time on average (can vary by region)

We’re looking for someone with:

• Education
• BS degrees in computer science, MIS, or equivalent experience required
• Experience
• 3+ years experience in technical positions required
• 2+ years of experience in customer-facing or customer support positions
• 4+ years’ of operational experience in endpoint operations or security
• Hands-on Tanium experience a major plus
• A demonstrated track record of taking ownership of complex initiatives and producing successful outcomes
• Demonstrated aptitude in one or more programming languages
• Broad knowledge across several technical domains, coupled with deep knowledge in one or more of the following:
  • Endpoint Security
  • Endpoint Support/Troubleshooting
  • Incident response
  • Systems Management
  • Systems Administration
  • Software Engineering
  • Utility Scripting (e.g. bash, PowerShell, VBScript, Python, etc.)
• Demonstrated critical thinking skills
• Excellent written and verbal communication skills
• Naturally team-oriented with a mission first attitude

About Tanium 

Tanium, the industry’s only provider of converged endpoint management (XEM), leads the paradigm shift in legacy approaches to managing complex security and technology environments. Only Tanium protects every team, endpoint, and workflow from cyber threats by integrating IT, Operations, Security, and Risk into a single platform that delivers comprehensive visibility across devices, a unified set of controls, and a common taxonomy for a single shared purpose: to protect critical information and infrastructure at scale. Tanium has been named to the Forbes Cloud 100 list for six consecutive years and ranks on Fortune’s list of the Best Large Workplaces in Technology. In fact, more than half of the Fortune 100 and the U.S. armed forces trust Tanium to protect people; defend data; secure systems; and see and control every endpoint, team, and workflow everywhere. That’s the power of certainty. Visit www.tanium.com and follow us on LinkedIn and Twitter.

On a mission. Together. 

At Tanium, we are stewards of a culture that emphasizes the importance of collaboration, respect, and diversity. In our pursuit of revolutionizing the way some of the largest enterprises and governments in the world solve their most difficult IT challenges, we are strengthened by our unique perspectives and by our collective actions.   

We are an organization with stakeholders around the world and it’s imperative that the diversity of our customers and communities is reflected internally in our team members. We strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that only together can we do great things. 

Taking care of our team members 

Each of our team members has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.   

For more information on how Tanium processes your personal data, please see our Privacy Policy

The Basics:

At Tanium, our Support Engineers fulfill a necessary role in our organization by serving our customers in resolving technical issues and answering technical questions in a timely manner. With a primary focus on customer satisfaction, Support Engineers work both reactively and proactively to improve the overall experience of our enterprise customers when using Tanium. This role reports to a Support Manager.

As a Support Engineer, you’ll have continuous opportunities to apply your best technical skills while building new skills ranging from scripting to debugging.

What You’ll Do:

• Assisting customers by:
  • Triaging inbound support cases
  • Solving customer support cases
  • Working with other Support Engineers to assist with their assigned cases
  • Answering customer questions in the Tanium community site
• Improve customer experience by:
  • Documenting best practices
  • Tracking activity, documenting root cause, and reporting
  • Serving as a technical subject matter expert, focusing mostly on the testing and troubleshooting aspects of the area
  • Testing Tanium and providing feedback to the Engineering teams on how we can improve the overall customer experience

We’re Looking For:

Education

• Associates degree or equivalent experience required
• BS degree in Computer Science, MIS, or similar experience a plus

Experience and Skills

Must Haves:

• 3+ years into their career field with solid technical skills in one or more areas of networking, security, operations, scripting, and/or programming
• Ability to master new concepts and technologies; continually striving to master the Tanium platform and modules
• Problem solving; can break problems down into manageable, ordered piece parts and successfully convey the problem statement and plan to others
• Aptitude for comprehending complex troubleshooting
• Good Judgement; understand the importance of weighing cost and value in decision making and practice making good judgement calls with improved consistency overtime
• Independent; should be able to independently work on problems; should be able to complete tasks with limited assistance; participate in projects and follow technical support procedures only requiring help on more complex enterprise initiatives or issues

Good to Have:

• Prior experience and breadth of knowledge needed to support customers
• Hands-on Tanium experience
• Relevant technical certifications (Google IT SupportProfessional Certificate, CISSP, MCSE,A+/Security+/Network+ combined, etc.)
• For Federal Roles only:
  • Security clearance or ability to obtain a security clearance may be required
  • 8140.1 training/8570 certification may be required
  • Prior military service in a related field (e.g. NavyCryptologic Technician - Networks, USAF 3D or 1B,Army 17C or 35Q, 25D, etc.) a plus
• Experience in one or more of the following technical domains: Endpoint Security, EndpointSupport/Troubleshooting, Incident Response, SystemsManagement, Utility Scripting (bash, PowerShell,VBScript, Python.)

About Tanium 

Tanium, the industry’s only provider of converged endpoint management (XEM), leads the paradigm shift in legacy approaches to managing complex security and technology environments. Only Tanium protects every team, endpoint, and workflow from cyber threats by integrating IT, Operations, Security, and Risk into a single platform that delivers comprehensive visibility across devices, a unified set of controls, and a common taxonomy for a single shared purpose: to protect critical information and infrastructure at scale. Tanium has been named to the Forbes Cloud 100 list for six consecutive years and ranks on Fortune’s list of the Best Large Workplaces in Technology. In fact, more than half of the Fortune 100 and the U.S. armed forces trust Tanium to protect people; defend data; secure systems; and see and control every endpoint, team, and workflow everywhere. That’s the power of certainty. Visit www.tanium.com and follow us on LinkedIn and Twitter.

On a mission. Together. 

At Tanium, we are stewards of a culture that emphasizes the importance of collaboration, respect, and diversity. In our pursuit of revolutionizing the way some of the largest enterprises and governments in the world solve their most difficult IT challenges, we are strengthened by our unique perspectives and by our collective actions.   

We are an organization with stakeholders around the world and it’s imperative that the diversity of our customers and communities is reflected internally in our team members. We strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that only together can we do great things. 

Taking care of our team members 

Each of our team members has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.   

For more information on how Tanium processes your personal data, please see our Privacy Policy