Remote Technical Account Manager

Guidewheel is in the midst of an exciting phase of growth, and providing superb technical support to our customers is vital to our long-term mission and vision. The Technical Account Manager will play a critical role in launching and supporting customers in North America to successfully implement and get value from Guidewheel. This role is remote-first, responsible for supporting customers in North American time zones. This role requires exceptional customer-facing communication through remote technology (we support our customers remotely), the ability to quickly understand a customer’s business and troubleshoot technical issues or questions, and comfort explaining technology products to all types of users. Success in the Technical Account Manager role will be measured by the following:Time to successful implementation of Guidewheel solution after SalesResolution of customer technical issuesGuidewheel customer satisfaction, as measured by Net Promoter Score (NPS)Work is expected to include:Performing an assessment of the customer’s current machine infrastructurePreparing and ordering the equipment needed for the Guidewheel installationGuiding customers through the installation processPerforming an initial configuration and data check within GuidewheelEnsuring accuracy of the data with the customer and adjusting as neededTroubleshooting the installation to determine root cause for inaccurate readings or poor signal strengthConfiguring additional users, implementing best practice settings, and auditing thresholds on an ongoing basisWorking with Customer Success for a smooth hand offAd hoc troubleshooting of system configurations, supporting implementation of new feature upgrades.Build documentation regarding installation, troubleshooting, and best practices.To be successful in this role, you will need a deep understanding of Guidewheel’s technology and installation strategy; strong, ongoing relationships; robust customer communication; proactive Guidewheel-based solutions to customer problems; and the use of engineering and technical skills to meet customer needs. This role can provide the opportunity for significant growth with the company if desired.What you doOwn technical functionality and success of the Guidewheel platform for customersOversee technical implementation of new customer accountsProvide support for technical setup, inquiries, and issues for customers and the Guidewheel teamField customer support tickets and serve as main technical point of contact for supportTroubleshooting IoT hardware, connectivity, or web-based app as neededSupport customers in getting value from the Guidewheel platformShare technical expertise in demos or trainings as neededHelp define ways customers can use the Guidewheel system to get value, and help guide them on that pathPerform health scans for accounts to proactively identify issues or opportunities for customers to get greater value from the systemCollaborate with the Product and Customer Success teams to continue to develop and improve Guidewheel’s technologyHelp define and optimize ideal customer journeyWork with the team to define exactly what onboarding + ongoing support from Guidewheel should look like including training, best communication touch points and new release updatesRepresent the voice of the customer to inform our sales & support process and product roadmapManage direct and regular customer communication across usersRequirements2-4 years operational experience working in factories, including experience with Process Improvement, Pareto Principle, and OEEEntrepreneurial 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 - need to be able to craft and drive projects that include multiple areas of the organization. Being a great teammate who can manage in a changing environment with a focus on customer success is essential to success in this role.Customer focused - a great teammate who can manage in a changing environment with a focus on customers as the most important is essential to success in this role.Being able to prioritize, take initiative, communicate clearly, and manage many projects and work streams simultaneously is critical.Excellent interpersonal, analytical, and communication skills, with the ability to work with all stakeholders within the factories that we serve including but not limited to owners, factory managers, engineers, maintenance and data entry staff.Eager to bring radical candor to work and enthusiastic about building positive organizational culture. This means you are excited to challenge yourself and your teammates, support their growth and development, and both give and receive feedback.Experience in basic electrical and telecommunications systemsNice to haveBachelor's degree in electrical engineering or related field; or 4+ years related experience or trainingBackground knowledge of manufacturing operationsFamiliarity with design thinking toolsStartup environment experienceSaaS / PaaS or big data experienceBackground and training in ICT preferredMicrosoft Excel experienceData analytics skills