Technical Account Manager

Fleetio is looking for an experienced Technical Account Manager! In this role, you will be a trusted technical advisor and strategic partner to some of our customers with the largest fleets. You will ensure their success by addressing technical needs, minimizing risks, and delivering impactful solutions. Leveraging your deep technical expertise, you will proactively guide customers to optimize Fleetio’s solutions, drive growth, and achieve operational excellence. You will position Fleetio as a critical component of their operations and success by developing robust relationships across all levels, including C-suite executives.

This role requires exceptional technical acumen, strategic thinking, and a customer-centric approach, exceeding that of a traditional support function. You will serve as a thought leader and advocate for customer needs within Fleetio while helping drive product improvements and organizational change. Your work will resolve technical issues and proactively enhance customer engagement and long-term value.

A little about us…Fleetio is a modern software platform that helps thousands of organizations around the world manage their fleet operations. Transportation technology is a hot market and we’re leading the charge, with raving fans and new customers signing up every day. We raised $144M in Series C in June of 2023 and are on an exciting trajectory as a company. Fleetio is also a proud founding member of the Rails Foundation!

More about our team and company:

• Watch our culture videos: https://fleet.io/culture
• Fleetio overview video: https://www.youtube.com/watch?v=IlvIbwZT3oU
• Our careers page: https://www.fleetio.com/careers

Your Impact:

• Develop and Maintain Technical Partnerships: Build deep, strategic relationships with key stakeholders, from technical teams to senior leadership, across a portfolio of enterprise and key accounts.
• Technical Strategy and Advocacy: Craft and execute strategic plans that align customer goals with Fleetio’s solutions, ensuring operational success and system optimization.
• Proactive Issue Resolution: Lead escalations and complex problem-solving efforts, minimizing risk, mitigating challenges, and enhancing customer satisfaction.
• System Optimization: Leverage advanced analytics and performance monitoring to anticipate customer needs, optimize configurations, and drive system health improvements.
• Industry Thought Leadership: Stay informed about trends and innovations within the fleet management and enterprise SaaS landscape, influencing product strategy and sharing insights with customers.
• Cross-Functional Collaboration: Partner with internal teams such as Product, Engineering, Customer Success, and Support to advocate for customer needs and deliver cohesive solutions.
• Customer Enablement: Design and deliver comprehensive training sessions, workshops, and documentation tailored to customer use cases, driving product adoption and utilization.
• Escalation Management: Lead escalations and cross-team coordination to swiftly resolve issues while maintaining open communication with customers.
• Customer-Focused Communications: Craft impactful, tailored communication for technical updates, strategic recommendations, and performance reviews for diverse audiences.
• Mentorship and Leadership: Guide other team members, fostering a culture of technical excellence, learning, and proactive problem-solving.

Experience & Qualifications:

• 7+ years of experience in technical account management, system engineering, or enterprise SaaS solutions, with a focus on large-scale implementations and high-impact customer engagements.
• Demonstrated success engaging with enterprise customers and managing complex technical requirements.
• Proven ability to build and execute strategic plans that drive system performance, customer satisfaction, and revenue growth.
• Experience collaborating cross-functionally to influence product direction and customer outcomes.
• Strong problem-solving capabilities, with an emphasis on balancing technical and customer-centric execution.
• Excellent interpersonal and communication skills with the ability to navigate and influence complex customer environments.
• Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related field; advanced certifications and industry-specific credentials preferred.