Technical Account Manager, Customer Success

Who we are:

Hi, we’re SambaSafety and we offer the industry’s most comprehensive driver monitoring software. Our mission is promoting safer communities by reducing risk through data insights. Companies trust SambaSafety to keep their employees safe on the roads, price and reduce risk, help protect their brand, their bottom line, and our global community. 

We’ve built an inclusive, supportive, and exceptional culture where every employee is empowered in their role. Don’t take our word for it;  we’ve been recognized as a Top Workplace   by The Denver Post, Albuquerque Journal, Sacramento Bee, and Built In Colorado. And our employees rate SambaSafety as top-notch, with a rock solid Top Rating on Glassdoor.

What You’ll Do:

Customer Success is SambaSafety’s customer management organization, focused on client retention and exceptional service delivery to SambaSafety’s largest and most strategic customers. We are focused on ongoing adoption and assist customers throughout their lifecycle, helping them unlock maximum value from our products and service. We are looking for a Technical Account Manager to manage existing customer relationships and maximize each client’s potential for success. You need to be smart, analytical, and passionate about helping customers succeed. 

Responsibilities: 

• Manage day to day customer relationships focused on ensuring high levels of customer satisfaction and retention through developing and managing executive level relationships; and/or managing technical account strategies.
• Serve as a trusted advisor and advocate providing operational management oversight, technical support, best practices, and domain expertise to our most valuable customers.
• Identify white space growth, upsell opportunities, communicating regularly with inside sales and account managers to grow assigned account base.
• Be a dedicated resource for the optimization of the customer experience through close collaboration with cross-functional teams to ensure a consistent customer experience across the organization.
• Foster a culture of engagement and excitement to deliver customer centric results. 
• Gather, document, and communicate high-level customer insights and themes through analysis of customer experiences in a manner understood by relevant audiences across the organization.
• Promote and manage the understanding of Samba Safety’s services and product offerings to meet strategic customer needs and goals. This includes educating existing accounts on new features and product tools. 
• Serve as escalation point of contact, prioritizing and driving resolution on escalated customer issues.
• Respond quickly and delightfully to clients through phone and email.
• Bridge the gap between our technical teams and our clients, fostering strong relationships. An emphasis will be placed on collaboration with solution consulting, product management, and engineering.
• Conduct in-depth product demonstrations and training sessions, ensuring clients have the knowledge and skills to leverage the SambaSafety platform effectively.
• Collaborate with Customer Success Managers and product teams to aid in the development of solutions and configurations that address client technical challenges and optimize outcomes.
• Troubleshoot technical issues and escalate complex challenges to internal teams, ensuring timely resolution and client satisfaction.
• Maintain a deep understanding of the SambaSafety platform and stay current on industry trends and best practices in driver risk management.
• Manage and prioritize multiple projects simultaneously, ensuring deadlines are met and client expectations are exceeded.

Required Skills:

• Bachelor’s degree in computer science, Information Technology, or a related field (preferred).
• Minimum 5-7 years of experience in a technical account management role or a similar customer-facing, technical position.
• Proven experience with SaaS products, including familiarity with APIs and integrations.
• Experience leveraging data analysis tools to complete queries and interpret customer usage data to identify trends.
• In-depth knowledge of driver risk management principles and best practices (a plus).
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients at all levels, including executives.
• Executive presence and the ability to confidently represent SambaSafety in meetings and presentations.
• Strong analytical and problem-solving skills, with the ability to identify root causes and develop effective solutions.
• Excellent time management and organizational skills, with the ability to manage multiple priorities effectively.
• Proficiency in MS Office Suite and cloud-based collaboration tools.

Benefits and Perks:

• Flexible and generous Paid Time Off and Paid Volunteer Days
• 401k Employer Match 
• Generous Healthcare Benefits 
• Up to 12 weeks paid time off for maternity leave based on tenure
• Wellness &Tuition Reimbursement
• Flexible Work Arrangements
• Lots of SambaSafety swag & SambaSafety Events 

Our team of talented and committed safety professionals is exceptional. At SambaSafety we strive to foster an inclusive culture that supports, encourages and celebrates a wide array of diversity. We are committed to create a space where all employees can show up as their authentic selves every day, and we work to advance employee equality, diversity and inclusion.

SambaSafety provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, and expression or genetics.

Come join us to find out for yourself what all the excitement is about!