Job Title: Senior Technical Account Manager EMEA
Department: Operations
Job Level: L5
FLSA: Exempt
Job Summary:
The Senior Technical Account Manager EMEA will play a critical role in bridging the gap between enterprise customers, sales, product, and engineering teams. This role is focused on supporting new business opportunities and technical integrations in the industrial automation, 3PL, manufacturing, Hospitality and logistics sectors, helping customers adopt Bear Robotics’ autonomous robot solutions at scale.
The ideal candidate will have a strong background in robotics, automation, or systems integration and be comfortable working in complex enterprise environments. TAMs are expected to serve as trusted technical advisors, ensuring a seamless experience from pre-sales through deployment and ongoing support.
Key Duties/Responsibilities:
Pre-Sales & Technical Enablement
- Support enterprise sales efforts by leading technical discovery, integration planning, and product fit assessments.
- Develop technical proposals, system architecture diagrams, and deployment plans tailored to customer environments.
- Present technical solutions and product demos to senior customer stakeholders, including engineers, operators, and executives.
- Author and submit CRDs (Customer Requirement Documents) for all assigned PoCs, ensuring customer needs are incorporated into the product roadmap.
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.
- Provide on-site or remote deployment support and training when needed for complex enterprise rollouts.
- Partner with Account Executives to define success criteria for PoCs and drive expansion into multi-site pilots, contributing to revenue growth from existing accounts.
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.
- Collaborate with RFE AM and 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.
- Participate in customer-facing VOC (Voice of the Customer) sessions and internal product roadmap discussions.
- Advocate for customer priorities in internal roadmap planning while aligning expectations on feasibility and timelines.
Supervisory Responsibilities:
- Lead, coach, and develop the EMEA RFE and TAM team — expectations around technical delivery, customer service standards, and professional growth
- Conduct regular 1:1s, performance check-ins, and team reviews — workload assessment, development opportunities, proactive performance management
- Actively participate in hiring for EMEA RFE and TAM roles — sourcing, interviews, and selection decisions
- Support onboarding and ramp of new RFE and TAM hires — deployment methodologies, technical standards, and best practices
- Foster a high-performance culture — accountability, continuous improvement, and strong customer outcomes
Required Skills/Abilities/Qualifications:
- 5+ 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:
- 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.
