Senior Technical Account Manager

Cambridge Mobile Telematics - Cambridge, MA

Full-time - Senior

Remote - Cambridge, MA

Professional, Scientific, and Technical Services

About the position

Cambridge Mobile Telematics (CMT) is the world's largest telematics service provider, dedicated to making roads and drivers safer through its innovative AI-driven platform, DriveWell® Fusion. This platform integrates sensor data from millions of IoT devices, including smartphones, connected vehicles, and dashcams, to provide a comprehensive view of vehicle and driver behavior. CMT's insights are utilized by auto insurers, automakers, commercial mobility companies, and the public sector to enhance risk assessment, safety, claims processing, and driver improvement initiatives. Headquartered in Cambridge, MA, with a global presence in cities like Budapest, Chennai, Seattle, Tokyo, and Zagreb, CMT is committed to protecting millions of drivers worldwide every day. As a Senior Technical Account Manager, you will play a pivotal role in driving customer success by offering strategic technical guidance and fostering robust relationships with key clients. This position requires a unique blend of technical expertise, customer-facing skills, and leadership capabilities. You will be responsible for ensuring the successful implementation and adoption of CMT's products and solutions, thereby enhancing customer satisfaction and retention. Your role will involve collaborating with the Customer Success team to cultivate a high-performance culture and build technical acumen within the team. In this capacity, you will serve as a senior technical resource and subject matter expert for Customer Success Managers and clients, advising them on their business objectives and technical needs. You will ensure that clients effectively utilize CMT's solutions to achieve their goals, while also identifying opportunities to enhance customer value. Your responsibilities will include overseeing the implementation of CMT's solutions, coordinating cross-functional teams, and conducting regular business reviews with clients to align on objectives and identify growth opportunities. Additionally, you will represent CMT at industry events and analyze customer usage data to derive insights for improvement.

Responsibilities

• Receive objectives and determine how to use resources to meet schedules and goals
• Set performance goals, conduct regular performance reviews, and create development plans to enhance team capabilities
• Work with the existing Customer Success team to foster a collaborative and high-performance culture and build technical acumen
• Serve as a senior technical resource and subject matter expert (SME) for Customer Success Managers (CSMs) and customers
• Act as an advisor to key clients, understanding their business objectives, technical needs, and challenges
• Ensure clients are effectively utilizing CMT's solutions to achieve their goals, driving high levels of satisfaction and retention
• Identify and address potential issues or opportunities to enhance customer value, specifically the technical stability and expertise CMT delivers to customers
• Develop a deep understanding of CMT's products, technologies, and solutions
• Provide technical guidance and support to clients, including troubleshooting, problem resolution, and best practices
• Collaborate with Product Management and Engineering teams to relay customer feedback and influence product development
• Oversee the implementation and deployment of CMT's solutions for new and existing clients
• Ensure projects are delivered on time, within scope, and meet customer expectations
• Coordinate cross-functional teams and resources to achieve project objectives
• Track all releases, monitor adoption, and track version compliance
• Build and maintain strong relationships with key stakeholders, including C-level executives, technical teams, and business leaders
• Conduct regular business reviews with clients to ensure alignment and identify growth opportunities
• Represent CMT at industry events, conferences, and customer meetings
• Analyze customer usage data and performance metrics to identify trends, insights, and areas for improvement
• Prepare and present reports to senior management and clients, highlighting achievements, challenges, and strategic recommendations
• Complete any additional tasks as they arise

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field; Master's degree preferred
• 8+ years of experience in technical account management, customer success, or a related field, with at least 3-5 years in a leadership role
• Proven track record of managing and developing high-performing teams
• Strong technical background with the ability to understand and explain complex solutions
• Excellent communication, interpersonal, and presentation skills
• Demonstrated ability to build and maintain strong client relationships
• Experience with telematics, mobile technologies, or automotive industries is a plus
• Strong analytical and problem-solving skills
• Ability to travel as needed

Nice-to-haves

• Experience with telematics, mobile technologies, or automotive industries is a plus

Benefits

• Fair and competitive salary based on skills and experience
• Equity may be awarded in the form of Restricted Stock Units (RSUs)
• Medical, Dental, Vision and Life Insurance, matching 401k, short-term & long-term disability and parental leave
• Unlimited Paid Time Off including vacation, sick days & public holidays
• Flexible scheduling and work from home policy depending on role and responsibilities