Sr. Technical Success Architect
About the role
Who We Are
At Platform Science, we’re working to connect everything that moves.
Founded in 2015, we are an open IoT platform that partners with innovative fleets, application developers, vehicle manufacturers, and equipment providers in the transportation industry to deliver revolutionary solutions to supply chain professionals across the globe.
Our employees are an engaging, diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that fuels growth through innovation.
We value thoughtful actions and empathy for others. We approach challenges with resiliency and creativity, while encouraging transparency because, no matter our backgrounds or responsibilities, we are one team.
About the Role
The Technical Success Architect (TSA) is an individual contributor, high-impact, customer-facing role that sits at the intersection of Product, Engineering, and Customer Success. You aren't just managing an account; you are a strategic technical advisor ensuring our existing customers extract maximum value from our SaaS platform.
As a TSA, you act as a fluent technical translator: you will be the voice of our customers to the product team, and you will be the voice of the product team to our customers. You will merge technology and business as you proactively build relationships with stakeholders, navigate complex regulatory landscapes, and serve as the primary technical champion for the men and women keeping the global supply chain moving. You will interface directly with customers to architect software solutions that drive their fleets forward. You must have a passion for making commercial truck drivers incredibly productive.
Essential Responsibilities
- Serve as the technical champion and strategic advisor for customers
- Utilize regulatory and technical subject matter expertise to communicate incremental value and to drive utilization of products to customer stakeholders
- Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
- Collaborate cross-functionally with Customer Success, Account Management, Product Management, Technical Support, and Engineering to be the voice of the customer and influence the product roadmap
- Present ideas in a manner appropriate for the intended audience (technical and/or business) both in-person and over virtual communication
- Lead customer workshops and innovation sessions to explore new product use cases that drive business value to customers
- Participate in regular customer business review meetings both onsite & virtual (Meet, Zoom, Teams)
- Assist in defining customer engagement models, escalation procedures, and success metrics to measure impact
- Identify and implement tools, dashboards, and automation to streamline customer interactions, engagement and reporting
Travel & Logistics
- Travel Frequency: Medium to High travel volume of 50% - 80%
- Travel to customer engagements, user groups, tradeshows, industry events, and corporate offices, primarily across the United States and Canada. Travel can occasionally occur on weekends to accommodate customer scheduling or tradeshow attendance.
- Must possess a current valid US Passport or have the ability to obtain one within 6 months of hire. Must be eligible for entry into Canada.
- As a TSA, you will support customers across all North American time zones. This requires schedule flexibility with occasional extended hours to meet client needs, with appropriate schedule adjustments made to your standard workday.
Qualifications and Skills
- Bachelor's degree in a STEM Field