Technical Account Manager

Relay is the Intelligent System of Action for the physical economy. While the digital revolution has often left the deskless workforce behind, we are closing that gap by transforming analog frontline operations into a data-rich, AI-powered ecosystem. We aren't just selling radios, we're building the digital foundation for the 80% of the global workforce that doesn't work at a desk. Why Join Relay? A Proven Winner: Join a hyper-growth company trusted by over 10% of the Fortune 500, continuing to move upmarket with massive impact. High Value, High Impact: With 47% of our revenue from $100K+ ARR customers and 135% Net Revenue Retention (NRR), you'll be joining a company rooted in value creation. Market-Leading Innovation: The Relay platform captures 1 billion new data points weekly and features award-winning AI tools like TeamTranslate™, with 500% YoY growth. World-Class Leadership: Our stellar leadership team is built to help us scale toward our next major milestones. The Relay Culture: We're dedicated to helping you do the best work of your life (BWIML), investing in your growth through L.I.T., living our CHASE values, and learning from incredibly talented, supportive teammates who make the work (and the wins) better every day. Now, here's what we're building, and where you come in. Technical Account Manager The Technical Account Manager (TAM) serves as a critical bridge between our Hardware, Software, Supply Chain, and Marketing teams, as well as external carrier partners and contract manufacturers. By managing carrier relationships, certification pipelines, and technical specifications, the TAM ensures that our products reach the market efficiently, on schedule, and aligned with operational standards. Reporting Line & Success Expectations: This role reports to the Sr. Director of Hardware Products. 90-Day Success: Fully onboarded onto active hardware programs, assumed primary ownership of technical carrier communications, and established clear certification timelines for upcoming product launches. 1-Year Success: Driven multi-carrier device certifications to Technical Acceptance (TA) on schedule, streamlined post-launch quality and maintenance processes, and strengthened long-term technical partnerships with key operator labs. Responsibilities: Pre-Launch Product Management Serve as a key technical contributor on the Hardware team to define cellular products and accessories. Contribute to Product Requirement Documents (PRDs) for each hardware program, incorporating carrier-specific requirements. Define the scope of regulatory, industry, and network certification plans, including appropriate testing for device durability (e.g., IP ratings, Mil-Spec, and battery performance). Device Certification Management Collaborate with North American and global operators to drive product certifications within their processes and tools. Ensure third-party certification and testing are completed prior to launch, and maintain and publish certification documentation as required. Partner closely with development partners to manage project schedules and coordinate prototype and user trial builds. Lead FCC, PTCRB, and carrier testing efforts to achieve Technical Acceptance (TA) and support commercial product launch. Cross-Functional Influence Collaborate with Supply Chain and Marketing teams on launch readiness, including compliance with certification, regulatory labeling, and packaging requirements. Partner with Software teams to prepare for carrier SIM provisioning and device activation. Post-Launch Maintenance of Life (MOL) Work alongside the Engineering and QA teams to actively resolve post-launch hardware and software quality issues. Manage running changes and post-launch product optimizations, assessing and mitigating any certification impacts. Required Qualifications: 10+ years of experience in a customer-facing technical role owning technical client relationships (e.g., Technical Account Manager, Sales Engineer, Field Test Engineer). Prior experience working with a cellular device manufacturer. Proven track record of certifying cellular devices with one or more major US network operators. Strong cross-functional leadership skills across Hardware, Software, Supply Chain, and Marketing teams, as well as third-party contract manufacturers and certification test labs. Exceptional communication skills, with the ability to move between deep technical detail and executive-level business narrative without losing precision in either direction. High tolerance for ambiguity, with a strong ability to operate effectively in fast-paced, evolving environments. Bachelor's degree or equivalent practical experience; a technical degree (e.g., Electrical, Mechanical, Systems, or Test Engineering) is preferred, though candidates with strong technical expertise built through relevant experience are encouraged to apply. Ability to travel occasionally for key meetings at the Raleigh HQ or testing lab locations. Strong Advantage: Recent experience certifying devices with two or more major US network operators. Demonstrated ability to contribute meaningfully across key wireless device engineering disciplines, including EE, ME, Audio, and Antenna/RF. About Relay | Culture, Benefits & Perks Our culture hinges on Relayers getting LIT up in an environment that fosters Learning, Impact, and Teamwork, where we CHASE the best work of our lives. We call this BWIML (Best Work In My Life). At Relay, we offer: 100% Paid Insurance: Health, Dental, Vision, Long/Short Term Disability, and Life Insurance for you and your dependents Generous Paid Time Off 401(k) Savings Plan + Company Match Baby Cash Reward + Paid Parental Leave Wellness Perks: If you're joining our Raleigh-based HQ, you'll have access to a world-class onsite fitness center with instructor-led classes, plus tennis, basketball, pickleball, and cycling Team Events & Culture: From company celebrations to team outings, we work hard and have fun doing it. Latest tech, standing desks, and all the tools and software you need to thrive The future of frontline work is being built here. Come build it with us. We can't wait to hear from you. We use AI tools to transcribe and summarize interviews for internal hiring purposes. Transcripts are accessible only to authorized hiring personnel and retained consistent with our data retention policies. 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