Technical Account Manager - North America (Mexico, United States) Remote

Build the future of how humanity makes things. Join the Guidewheel team. Who we are: Guidewheel is on a mission to empower the world’s ten million factories to reach sustainable peak performance. Our leading AI-powered FactoryOps platform is the fastest and most scalable way for manufacturers to get more from every plant and machine. Customers have achieved as much as 2X productivity gains and cut energy costs by 15–20%, often within months. Our platform works on any machine — from brand-new to decades old. A simple sensor clips around the power going in to any machine, reads the machine’s “electrical heartbeat,” and, paired with AI, guides teams to improvements that drive lasting bottom-line impact. Already trusted by 300+ manufacturers including Johnson & Johnson, Cargill, Hershey, Steelcase, ATI, and U.S. Steel, Guidewheel brings the power of AI to every plant, no matter the size. Recognized by the World Economic Forum as a top company poised to change business and society, we’ve also earned awards from McKinsey, Stanford, and MIT. We have incredible momentum and alignment around our mission; backing from top investors including BlackRock and Temasek’s Decarbonization Partners Fund, Greycroft, and Breakthrough Energy Ventures; and a culture that values diversity, a growth mindset, and results. Check us out here: TED talk by our CEO, Lauren Dunford Series B: Led by BlackRock and Temasek’s Decarbonization Partners What do Guidewheel customers have to say? What we value: Integrity matters: We are honest, straightforward and sincere. With each other. With our investors. With our customers. We (actually) care: About each other. About fighting climate change. About making a real impact. We use data to make decisions: We possess the courage to accept “hard truths” and confront challenges head-on. The power of a growth mindset is real: We strive to be the best we can be. We are committed to embracing change and expanding our capabilities. We are thoughtful and fast, results-driven with a bias for action. Adaptable and resilient: Guidewheelers have grit. We thrive in fast-paced environments and aren’t afraid to take on hard things or embrace feedback and continuous improvement. We come through for our customers and teammates. Extreme teamwork. No one can whistle a symphony. What you'll do : 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 to successfully implement and get value from Guidewheel. The role covers supporting customers in the North American time zone and might require travel to various customer sites across the US, Canada and Mexico. 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 Sales Resolution of customer technical issues Guidewheel customer satisfaction, as measured by Net Promoter Score (NPS) Work is expected to include: Performing an assessment of the customer’s current machine infrastructure Preparing and ordering the equipment needed for the Guidewheel installation Guiding customers through the installation process Performing an initial configuration and data check within Guidewheel Ensuring accuracy of the data with the customer and adjusting as needed Troubleshooting the installation to determine root cause for inaccurate readings or poor signal strength Configuring additional users, implementing best practice settings, and auditing thresholds on an ongoing basis Working with Customer Success for a smooth hand off Ad hoc trou