Own technical success for an enterprise account portfolio: drive onboarding, support, enablement, and escalations; collaborate with Account, Product, and Engineering teams; communicate product gaps; document implementations; enable customers on best practices; participate in on-call pager rotation; and help shape the Technical Account Management function.
Position Overview
As an Enterprise Technical Account Manager, you will own the technical success of a portfolio of Particle by Digi’s largest customers. You will have a central role within a given Account Team, collaborating with Customer Success Managers and Account Executives to coordinate and execute customer strategy.
You will work closely with a highly cross-functional suite of partners in Engineering, Product, and Professional Services as a primary conduit of customer technical context and a central stakeholder in platform escalations. In doing so, you will become proficient in all aspects of Particle by Digi’s infrastructure, including hardware, embedded firmware, mobile and wireless networking technologies, and Cloud SAAS/PAAS infrastructure.
You will:
- Own all technical facets of an Enterprise account portfolio, including support, enablement, and escalation
- Drive down Time to Value by engaging in a rapid cadence of technical contact throughout the Customer Onboarding process
- Collaborate closely with the Account Management team, advising the advancement of key inflection points within the customer journey
- Adroitly communicate product gaps and platform issues to Particle by Digi’s Product and Engineering departments
- Lead customers down happy paths of development, enabling customers with Particle by Digi’s best practices and design principles
- Thoroughly document the development and evolution of customer implementations and use-cases throughout their lifecycle
- Participate in on-call pager rotation for escalations
- Inform the development of Particle by Digi’s Technical Account Management Team by bringing your formal experience in this capacity to bear
You have:
- Typically requires a Bachelor’s degree in a related discipline and 3-5 years related sales and/or engineering experience, 1+ years sales engineering/Technical Sales experience or equivalent education and work experience.
- 3-5 years experience as a customer-facing Technical Account Manager.
- Relevant experience in Professional Services, Solutions Architecture, or other customer-facing technical roles applies, but strong preference is awarded to those with formal Technical Account Management experience.
- 3-5 years hands-on experience in one or more of the following specializations:
- Embedded Programming (C, C++, or related)
- Cloud Infrastructure (REST API, WebSockets, TCP/UDP troubleshooting)
- Mobile Networking Technologies (cellular stack from radio through MVNO)
- Embedded Hardware Systems a strong plus, including the ability to read and interpret schematics and PCB layouts.
- Strong empathy for people facing technical challenges
- A professional, personable, and highly dependable presence
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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