Note: The job is a remote job and is open to candidates in USA. Seeq Corporation provides software and services that transform industrial process data into meaningful business insights. The Technical Account Manager serves as the primary technical owner for strategic customer accounts, driving technical strategy, adoption, deployment, support coordination, account health, and expansion opportunities.
Responsibilities
- 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
- 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
Skills
- You must be authorized to work in the country in which you reside
- 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
Benefits
- Cash bonus incentives
- Remote-first (only) company
- 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
- Pet-friendly workspace
Company Overview