Technical Account Manager
Seeq · Remote · MYR 209,640 (stated in the posting)
Technical Account Managers (TAMs) serve as the primary technical owner for Seeq’s most strategic, high-touch accounts. TAMs work side-by-side with Customer Success Managers, with a focus on technical strategy, adoption, and the long-term technical health of customer accounts.
- Serve as the primary technical liaison with the customer, bridging customer technical teams and Seeq teams. Act as a “smart switch” to ensure the right Seeq people are in the room as needed for the challenge at hand.
- Plan and manage the rollout of customized solutions, best practices, and significant use cases to ensure optimal product performance and customer growth.
- Exercise independent judgment and initiative in the technical setup, integration, and customer deployment onto Seeq, as well as site rollout/expansion planning, testing, and coordination.
- Shepherd urgent or complex support tickets, coordinating with internal Seeq teams for timely resolution.
- Ensure effective coordination between customer Level 1 support and Seeq Support resources.
- Conduct regular technical reviews, monitor performance and availability, and drive improvements or mitigation strategies.
- Work closely with Customer Success and Revenue organizations to drive renewals and identify expansion opportunities based on technical needs or the removal of technical challenges.
- Help pioneer how we deliver TAM services at Seeq. Embrace what works and improve what’s not working, embodying our core value of Continuous Improvement. Strengthen Seeq’s TAM capability through critical thinking and thoughtful change management of processes and best practices.
Key Responsibilities:
- Act as the customer advocate internally for matters of function, availability, and performance.
- Establish yourself as a subject matter expert with customers on Seeq requirements for platforms, networks, and security.
- Develop and maintain a broad understanding of the Seeq product, its technical needs and characteristics, and product innovations. Translate and communicate this information to customers in a way that is clear and actionable within their environment. Meet customers where they are and help bring them to where they need to be.
- Know what you know and what you don’t know. Be a Seeq SME for the customer, but when an issue exceeds your knowledge, have the honesty and humility to say, “I don’t know, but I’ll find out.” Follow through on that promise.
- Identify potential risks and propose preventive solutions. Identify recurring problems and collaborate with internal teams on systemic fixes and platform improvements.
- Respond to customer concerns and roadblocks, leading them to the right resources and providing Support and Development teams with context on priority.
- Identify gaps in Seeq capabilities required to meet customer needs and advocate for feature enhancements to improve Seeq.
- Continuously audit the health of the customer's hardware network, identifying offline devices, slipped angles, low uptime, and connectivity issues before the customer reports them.
- Lead a quarterly technical review covering uptime, support trends, configuration audit findings, training gaps, and the forward-looking technical plan.
Requirements
- 5+ years in a technical customer-facing role: Technical Account Manager, Technical CSM, Solutions Engineer, Professional Services, or higher-tier Customer Support.
- Broad technical knowledge of Seeq, or a similar enterprise-level product, with demonstrated ability to understand how the product functions across multiple areas while developing deeper expertise in specific components or capabilities.
- Demonstrated ownership of complex enterprise or strategic accounts where you were the customer's primary technical point of contact.
- Strong technical fluency with how enterprise IT ecosystems actually work.
- Bias toward ownership: you escort issues to resolution rather than handing them off. You act without waiting for permission, define what success looks like, and drive to outcomes instead of just completing tasks.
- Expertise in using platform analytics to make data-informed decisions and the ability to facilitate executive-level conversations and cross-functional workshops with credibility.
- Excellent cross-functional communication: you can translate field operations into product requests, and product changes into customer-ready talk tracks.
- Demonstrated ability to navigate complex customer relationships: listens to understand customer needs, adapts communication to the audience, and responds constructively in tense or high-pressure situations.
- Able to effectively coordinate with customers and team members across time zones and geographically diverse regions, maintaining clear communication and follow-through.
- Demonstrated ability to adjust to changing priorities: reassesses plans, communicates impacts and next steps, and maintains follow-through as customer needs, product strategy, or organizational direction change.
- Bachelor's Degree required.
Benefits
Seeq is a remote-first (only) company founded by serial entrepreneurs. Our executive team and board of directors have extensive experience with successful startup ventures in high-growth environments.
We are founded on the idea that companies need better solutions for quickly and easily getting business insight from their industrial process data. Our mission is to provide software and services that convert that data into meaningful information that the business can use to improve profitability.
We have a wonderful, kind-hearted, talented team that loves to collaborate, lead by example, and exceed our customers’ expectations. We are certified as a great place to work, an emerging startup, the Technology Fast 500, and Inc. Magazine's Best Places to Work.
The Perks of Working at Seeq
- Competitive salary and cash bonus incentives.
- $209,640 MYR
- Benefits:
- 12-week paid Seeq family leave
- Unlimited PTO
- Internet and mobile phone reimbursements
- Medical benefits
- Group term life insurance
- Short-term and long-term disability insurance pre-tax benefits
- Voluntary vision and dental (ortho)
- Vacation bonus program
- Employee Assistance Program
- Generous home office allowance
- The best co-workers (we've analyzed the data, so we know it's true.)
- Pet-friendly workspace (your dog will be so happy to have you home)
- You love your job!
Seeq provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.
You must be authorized to work in the country in which you reside. Seeq does not sponsor US F1 or H-1B work visas