Technical Account Manager

Guidewheel - San Francisco, CA

Full-time

Remote - San Francisco, CA

About the position

The Technical Account Manager at Guidewheel is a pivotal role focused on providing exceptional technical support to customers in North America. This remote-first position is responsible for ensuring successful implementation and value realization from Guidewheel's solutions. The role emphasizes strong customer communication, technical troubleshooting, and collaboration with various teams to enhance customer satisfaction and operational efficiency.

Responsibilities

• 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
• Troubleshoot 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
• Customer focused - a great teammate who can manage in a changing environment with a focus on customers
• Ability to prioritize, take initiative, communicate clearly, and manage many projects and work streams simultaneously
• Excellent interpersonal, analytical, and communication skills, with the ability to work with all stakeholders within the factories
• Eager to bring radical candor to work and enthusiastic about building positive organizational culture
• Experience in basic electrical and telecommunications systems

Nice-to-haves

• 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