技术客户经理
Technical Account Manager
技术客户经理（TAM）是Seeq最重要的战略型、高互动客户的主要技术负责人。TAM与客户成功经理紧密合作，专注于技术策略、采用情况以及客户账户的长期技术健康状况。
- 作为客户的主要技术联络人，连接客户的工程技术团队和Seeq团队。充当“智能中转”，确保在需要时有合适的Seeq人员参与解决问题。
- 计划并管理定制化解决方案、最佳实践和重要使用案例的部署，以确保产品的最佳性能和客户增长。
- 在技术设置、集成和客户部署到Seeq方面，独立做出判断并主动推进，包括站点部署/扩展计划、测试和协调工作。
- 协调内部Seeq团队，处理紧急或复杂的支持工单，确保及时解决。
- 确保客户一级支持与Seeq支持资源之间的有效协作。
- 定期进行技术评审，监控性能和可用性，并推动改进或缓解策略。
- 与客户成功和收入团队密切合作，根据技术需求或技术挑战的消除，推动续约并识别扩展机会。
- 参与探索我们在Seeq如何提供TAM服务。接受有效的做法，改进无效的部分，体现我们核心价值观“持续改进”。通过批判性思维和对流程及最佳实践的 thoughtful 变革管理，增强Seeq的TAM能力。
**主要职责：**
- 作为客户在内部功能、可用性和性能方面的倡导者。
- 在Seeq平台、网络和安全要求方面，成为客户的技术专家。
- 了解Seeq产品及其技术需求、特性与产品创新，将这些信息清晰且可操作地传达给客户，适应客户的环境。从客户当前的状态出发，帮助他们达到所需的状态。
- 清楚自己知道什么和不知道什么。成为客户的Seeq专家，但当问题超出你的知识范围时，要诚实且谦逊地说：“我不知道，但我可以弄清楚。”并履行这个承诺。
- 识别潜在风险并提出预防性解决方案。
查看英文原文
Technical Account Managers (TAMs) serve as the primary technical owner for Seeq’s most strategic, high-touch accounts. TAMs work side-by-side with Customer Success Managers, with a focus on technical strategy, adoption, and the long-term technical health of customer accounts.
- 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.
**Key Responsibilities:**
- 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.
- 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.
- Bachelor's Degree required.
Seeq is a remote-first (only) company founded by serial entrepreneurs. Our executive team and board of directors have extensive experience with successful startup ventures in high-growth environments.
We are founded on the idea that companies need better solutions for quickly and easily getting business insight from their industrial process data. Our mission is to provide software and services that convert that data into meaningful information that the business can use to improve profitability.
We have a wonderful, kind-hearted, talented team that loves to collaborate, lead by example, and exceed our customers’ expectations. We are certified as a great place to work, an emerging startup, the Technology Fast 500, and Inc. Magazine's Best Places to Work.
**The Perks of Working at Seeq**
- Competitive salary and cash bonus incentives.
- $209,640 MYR
- Benefits:
- 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
- The best co-workers (we've analyzed the data, so we know it's true.)
- Pet-friendly workspace (your dog will be so happy to have you home)
- You love your job!
Seeq provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.
You must be authorized to work in the country in which you reside. Seeq does not sponsor US F1 or H-1B work visas