Technical Account Manager

4 weeks ago

San Francisco, United States Guidewheel Full time
Job DescriptionJob Description

Guidewheel is in the midst of an exciting phase of growth, and providing superb technical support to our customers is vital to our long-term mission and vision. The Technical Account Manager will play a critical role in launching and supporting customers in North America to successfully implement and get value from Guidewheel. This role is remote-first, responsible for supporting customers in North American time zones.

This role requires exceptional customer-facing communication through remote technology (we support our customers remotely), the ability to quickly understand a customer's business and troubleshoot technical issues or questions, and comfort explaining technology products to all types of users.

Success in the Technical Account Manager role will be measured by the following:

  • Time to successful implementation of Guidewheel solution after Sales
  • Resolution of customer technical issues
  • Guidewheel customer satisfaction, as measured by Net Promoter Score (NPS)

Working directly with the Head of Customer Experience, work is expected to include:

  • Performing an assessment of the customer's current machine infrastructure
  • Preparing and ordering the equipment needed for the Guidewheel installation
  • Guiding customers through the installation process
  • Performing an initial configuration and data check within Guidewheel
  • Ensuring accuracy of the data with the customer and adjusting as needed
  • Troubleshooting the installation to determine root cause for inaccurate readings or poor signal strength
  • Configuring additional users, implementing best practice settings, and auditing thresholds on an ongoing basis
  • Working with Customer Success for a smooth hand off
  • Ad hoc troubleshooting of system configurations, supporting implementation of new feature upgrades.
  • Build documentation regarding installation, troubleshooting, and best practices.

To be successful in this role, you will need a deep understanding of Guidewheel's technology and installation strategy; strong, ongoing relationships; robust customer communication; proactive Guidewheel-based solutions to customer problems; and the use of engineering and technical skills to meet customer needs. This role can provide the opportunity for significant growth with the company if desired.

What you do

Own technical functionality and success of the Guidewheel platform for customers

  • Oversee technical implementation of new customer accounts
  • Provide support for technical setup, inquiries, and issues for customers and the Guidewheel team
  • Field customer support tickets and serve as main technical point of contact for support
  • Troubleshooting IoT hardware, connectivity, or web-based app as needed

Support customers in getting value from the Guidewheel platform

  • Share technical expertise in demos or trainings as needed
  • Help define ways customers can use the Guidewheel system to get value, and help guide them on that path
  • Perform health scans for accounts to proactively identify issues or opportunities for customers to get greater value from the system
  • Collaborate with the Product and Customer Success teams to continue to develop and improve Guidewheel's technology

Help define and optimize ideal customer journey

  • Work with the team to define exactly what onboarding + ongoing support from Guidewheel should look like including training, best communication touch points and new release updates
  • Represent the voice of the customer to inform our sales & support process and product roadmap
  • Manage direct and regular customer communication across users

Requirements

  • 2-4 years operational experience working in factories, including experience with Process Improvement, Pareto Principle, and OEE
  • Entrepreneurial attitude - wants to be part of a fast-growing team and work directly with customers to maximize value in the system.
  • Gets the big picture, relentlessly follows up on details.
  • Team oriented, while being proactive and self-directed - need to be able to craft and drive projects that include multiple areas of the organization. Being a great teammate who can manage in a changing environment with a focus on customer success is essential to success in this role.
  • Customer focused - a great teammate who can manage in a changing environment with a focus on customers as the most important is essential to success in this role.
  • Being able to prioritize, take initiative, communicate clearly, and manage many projects and work streams simultaneously is critical.
  • Excellent interpersonal, analytical, and communication skills, with the ability to work with all stakeholders within the factories that we serve including but not limited to owners, factory managers, engineers, maintenance and data entry staff.
  • Eager to bring radical candor to work and enthusiastic about building positive organizational culture. This means you are excited to challenge yourself and your teammates, support their growth and development, and both give and receive feedback.
  • Fluent in both Spanish and English
  • Experience in basic electrical and telecommunications systems

Nice to have

  • Bachelor's degree in electrical engineering or related field; or 4+ years related experience or training
  • Background knowledge of manufacturing operations
  • Familiarity with design thinking tools
  • Startup environment experience
  • SaaS / PaaS or big data experience
  • Background and training in ICT preferred
  • Microsoft Excel experience
  • Data analytics skills

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