Technical Account Manager

Technical Account Manager

This Technical Account Manager (TAM) will dedicate ~50% of their time to supporting captive manufacturing deployments, acting as the key technical liaison between our Korea-based engineering teams and our field engineering in North America. The role is technical and delivery-focused, with less emphasis on sales engineering and more on ensuring successful deployments, product performance, and structured onboarding.

They will play a critical role in site-level scoping (CRDs), deployment execution, issue resolution, and performance optimization, while providing structured technical feedback to the product and engineering teams.

Key Duties/Responsibilities:

Pre-Sales & Technical Enablement

• Lead technical discovery, integration planning, and comprehensive product fit assessments to directly drive and support enterprise sales success.
• Develop technical proposals, Customer Requirement Docs, system architecture diagrams, and deployment plans tailored to customer environments.
• Present technical solutions and product demos to senior customer stakeholders, including executives.

Integration & Deployment Support

• Lead configuration, testing, and validation of robots in customer environments, including API integrations and workflow tuning.
• Coordinate with internal engineering and product teams to align on customer-specific needs and timelines.
• Create and manage Work Breakdown Structures (WBS) and detailed project plans to ensure structured, on-time deployment across customer sites.
• Own the technical project lifecycle by managing timelines, milestones, and cross-functional coordination to ensure successful site-level execution.
• Provide on-site or remote deployment support and training when needed for complex enterprise rollouts.
• Define success criteria for PoCs in partnership with Account Executives to drive expansion into multi-site pilots and long-term revenue growth.

Customer Success & Account Management

• Serve as the main technical point of contact post-sale, ensuring successful adoption and performance of deployed robots.
• Monitor performance metrics, troubleshoot operational issues, and proactively recommend improvements or upgrades.
• Act as the primary liaison between end customers and ODM vendors, ensuring clear communication, alignment on requirements, and timely issue resolution.
• Collaborate with Support teams to ensure a high standard of service and robot uptime.

Cross-Functional Feedback & Product Insight

• Collect and synthesize customer feedback and operational data to provide actionable insights to product and engineering teams.
• Represent North American market needs in internal product roadmap discussions and customer-facing VOC sessions.
• Facilitate communication between customers and ODM partners to align on technical requirements, feedback, and product improvements.
• Advocate for customer priorities in internal roadmap planning while aligning expectations on feasibility and timelines.

Supervisory Responsibilities:

• None.

Required Skills/Abilities/Qualifications:

• 3+ years of experience in a customer-facing technical role (Sales Engineering, Solutions Architect, TAM, etc.)
• Strong knowledge of robotics, automation systems, or industrial integration (preferably in 3PL/manufacturing/logistics).
• Experience with API integrations, systems architecture, and workflow automation.
• Excellent problem-solving skills and technical troubleshooting abilities.
• Strong communication skills across technical and non-technical stakeholders.
• Comfortable managing multiple enterprise customers/projects simultaneously.
• Proficient in tools such as Linux, Slack, Google Workspace, and CRM platforms (e.g., Salesforce or HubSpot).
• Ability to travel up to 50% for deployments, technical planning, and customer workshops.

Preferred Skills/Abilities/Qualifications:

• Fluent in Korean and English (strongly preferred).
• Experience working in robotics or industrial automation startups.
• Familiarity with robot operating systems (e.g., ROS), rosbags, or robot performance visualization tools.
• Experience supporting enterprise software and hardware deployments.
• Experience or exposure to the restaurant, hospitality, or foodservice technology sectors.
• Prior experience in manufacturing/3PL operations, processes, and terminology.

Education/Experience:

• Bachelor's degree in Engineering, Computer Science, Robotics, or a related field (or equivalent experience).

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to occasionally lift and transport up to 80 lbs of hardware or robot equipment.
• Comfortable working in warehouse or industrial environments during deployment phases.
• Prolonged periods of sitting at a computer and participating in virtual calls.

Bear Robotics, Inc. is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other characteristics protected by state or federal law or local ordinance.