Technical Account Manager - Japan

<div class="content-intro"><p><strong>Life at Plume</strong></p> <p><span style="font-weight: 400;">At Plume, we believe that technology isn't about moving faster, it's about making life’s moments better. Which is why we’ve built the world's first, and only, open and hardware-independent service delivery platform for smart homes, small businesses, enterprises, and beyond. Our SaaS platform uses WiFi, advanced AI, and machine learning to create the future of connected spaces—and human experiences—at massive scale.</span></p> <p><span style="font-weight: 400;">We now deliver services to over 60 million locations globally and have managed over 3 billion devices on our platform. We’re expanding rapidly, pioneering a new category, and we achieved our Series F funding in just four years. Our customers include many of the world's largest Internet Service Providers (ISPs) who look to Plume to help them evolve their smart home offerings while gleaning insights from their own data. </span></p> <p><span style="font-weight: 400;">With a bias for action and a love for being trailblazers, the team at Plume embodies a combination of relentless curiosity and imaginative innovation. We challenge ourselves to think in ways that other companies don't, work to do what should be done (rather than what can), and if we can’t do it exceptionally well, we don’t do it. It’s how we've assembled a team of world-class builders, thinkers, and doers. And it’s how we’re reinventing what’s possible every day.</span></p></div><p><span style="font-weight: 400;">This is a technical role, providing technical support to Plume’s Enterprise customers and their various technical teams. The role covers Project/Account Management, Feature Design, implementation management of technologies and process definition. This person will be responsible for developing and maintaining expertise on the customers systems and processes as it relates to Plumes platform.</span></p> <p><span style="font-weight: 400;">The Technical Account Manager will be required to develop and maintain an expertise in the relevant Plume products and ensure a high level of customer satisfaction. In addition to knowledge on the Plume Products, the TAM will be expected to be the front line of communication with the customer as it relates to triaging issues, helping define requirements for new features, coordinating other Plume functions, representing Plumes platform capabilities such as Pods, Gateway Devices, APIs, Data, roadmaps and firmware integrations. This role will support our APAC customers.</span></p> <p><strong>Responsibilities:</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Work closely with Service Providers, Enterprise customers and their product technical teams to develop a good understanding of the technical issues and to coordinate the resolution within Plume. Provide both strategic and day-to-day technical expertise and support for assigned accounts.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Act as technical liaison between Plume technical teams and other vendors of Customers such as ODM’s, chipset vendors and 3rd party software providers</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Identify Platform API product enhancement opportunities based on support trends</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Provide technical post-sales support and guidance for Platform API users</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Answer set-up related and how-to questions for Platform API users</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Drive diagnosis, troubleshooting and thorough testing of reported problems that are not easily reproducible</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Lead cross-functional customer experience review sessions with Product and Engineering to support develop ... (truncated, view full listing at source)