Technical Account Manager

Description

Sense is a fast-growing greentech scale-up based in Cambridge, MA. We build smart home monitoring systems to help people take command of their energy usage, saving money while combating climate change. Our mission is to reduce global carbon emissions by making homes smart and efficient, and we’re looking to make an impact at scale: Sense’s technology has the potential to remove one gigaton of carbon from the atmosphere every year.

We’re looking for talented self-starters who want to be part of the energy transformation and are ready, willing, and able to tackle tough challenges and complex technical problems. When you join the Sense team, you’re helping us build a cleaner, more resilient future.

Sense is looking for a hands-on Technical Account Manager to join the partnership team. We are looking for someone who is passionate about assisting customers to succeed with complex products both before and after the sale. To succeed, you must have strong customer relationship skills and a solid technical background.

You will become a product expert with a deep understanding of the Sense consumer and B2B product offerings and own the post-sale and technical integration relationship with key partners, acting as a liaison between them and the extended Sense team.

• Provide technical and account support for key partners who need coordination with our logistics teams, additional product guidance, or are considering using the product in non-standard ways
• Proactively track project status for key pilots and programs and remove roadblocks to allow for streamlined successful product adoption
• Ensure timely and proper completion of complex issues and edge cases that arise with partner accounts and their associated fleets of Sense monitors directly or by engaging the necessary internal Sense teams to resolve the issue
• Manage set up and ongoing maintenance of special partner discount programs
• Build relationships with key technical staff at partners and clients, acting as the main point of contact for product-related technical information for partners during both pre- and post-sale periods. Work closely with Sense technical staff from the support, product, software and hardware teams to track down additional information as needed
• Provide analysis and reports of active B2B partners and keep partner records updated across 3rd party CRM and internal tracking systems
• Track and document special-case partners for company-wide consumption and act as internal point of contact for questions regarding customer accounts
• Work with the Sense Customer Success Team to understand partner support metrics, investigate related processes and product improvements, and act as the liaison and point of escalation for partner-reported problems
• Provide data to the Sense A/R team for both incoming and outgoing invoices and provide related partner assistance as needed
• Understand and communicate technical and data details to both technical and non-technical partner stakeholders for Sense products including mobile, web, and API interfaces and associated data.
• Represent the B2B partner viewpoint in internal customer success and roadmap meetings including capturing and tracking partner product use cases and feature requests along with metrics supporting the associated business case to allow for prioritization and alignment with overall company goals
• Provide SLA, outage communications and product change messaging to key partners and coordinate with Marketing and other Sense teams on messaging to the partner base as a whole as needed
• Work closely with the Sense marketing team to provide guidance to partners on using Sense branding and marketing materials for partner marketing initiatives
• Provide answers to technical and product questions from Sense sales teams and review and contribute to project proposals

Requirements

• 3+ years customer-facing account management role and/or technical customer support
• Excellent oral, presentation, and written communication skills especially related to explaining technology and data topics to customer audiences
• Ability to prioritize and manage multiple accounts and step in to help out with technical related issues for additional accounts on an as-needed basis
• Experience working in a small, dynamic environment and wearing many hats
• Previous experience using Salesforce, ZenDesk, Jira, Confluence, or other similar customer and ticket tracking systems
• Puzzle- and problem-solving mindset
• Driven by a desire to provide excellent service and accurate information to customers
• B.S. or B.A. required

Bonus points if you have:

• Electrical engineering or related experience
• Experience in the energy or solar industries
• Experience using APIs through Postman or similar tools
• A comfort level working in a terminal window environment
• Previous experience in writing code and/or an understanding of client/server software architecture

Benefits

• Competitive compensation including equity
• Remote-friendly
• Remote or local/hybrid in our Cambridge Central Square office
• Home office setup allowance ($200/year)
• Great work-life balance
• Flexible work hours
• Vacation starting at 3 weeks/year + 1 week paid sick time
• Paid parental leave (5 weeks or more depending on location)
• Dependent Care Accounts
• Generous healthcare benefits for employees and dependents
• Medical (90% of the premium and first 50% of the deductible)
• Dental (90%)
• Vision (100%)
• Flexible Spending Accounts
• Life, AD&D, long- and short-term disability insurance (100%)
• 401k plan with employer match
• Free Sense energy monitor for your home, discounts for friends and family