Sr Technical Account Manager II; West Coast US - Remote

Sr Technical Account Manager II (West Coast US - Remote)

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Remote USA

• Remote
• Customer Support
• Full-Time
• Requisition #: SRTEC
  001668

Particle by Digi is the leading application infrastructure for intelligent devices, helping thousands of companies bring intelligence to the edge. Particle provides everything you need to deploy software and models to an Edge AI, edge computing, or IoT product in one tightly-integrated platform. As part of Digi International, Particle continues its mission to make IoT accessible and scalable for businesses of all sizes.

Position

This position will cover the West Coast Territory so looking for someone in the Pacific or Mountain Time Zone.

Particle by Digi is looking for an Enterprise Technical Account Manager II and 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.

As a Technical Account Manager, you’ll own the technical post-sale relationship for a portfolio of enterprise accounts. You’ll guide customers from initial deployment through production scaling, drive retention and expansion, and serve as the primary technical point of accountability for customer outcomes at Particle.

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.

What You Will Do

• 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

Who You Are and What You Bring

• 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, Web Sockets, 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

* Please note that we are…