Technical Account Manager

This is a fully remote position, open to applicants in Texas.

📋 Description

• Act as the main post-sales contact and the "one-hand-to-shake" representative for customers.

• Collaborate with Support Engineers to manage post-sales customer interactions.

• Engage in virtual account teams alongside Sales and Sales Engineers.

• Maintain expertise in VAST Data products while overseeing daily account operations.

• Handle customer escalations effectively.

• Plan and oversee the installation and upgrade processes for customers.

• Document lessons learned along with action items, including due dates and responsible parties.

• Work closely with Engineering to report and advocate for customer-reported bugs and feature requests.

• Partner with account Sales Engineers to promote the adoption of new features and functionalities.

• Establish trusted relationships with customers through a customer-first approach and technical expertise.

• Respond promptly to technical support issues and coordinate necessary technical resources.

• Manage installations, upgrades, break-fix activities, and expansions, collaborating with Sales, Professional Services, and external partners as needed.

• Lead and organize weekly, monthly, and quarterly review meetings with customers.

• Understand and advocate for customer use cases, requirements, and needs.

• Submit and oversee feature requests and bug reports with product marketing and development teams.

• Identify continuous improvement opportunities to enhance the adoption and usage of VAST products.

• Keep account teams updated on status and activities.

• Lead a team of Customer Success members and utilize their skill sets to address customer priorities.

• Balance KPIs and VAST SLAs with customer satisfaction and happiness.

⛳️ Requirements

• Strong customer focus.

• Self-motivated; capable of taking initiative independently.

• Proficient in managing personal time within a growing global team and fully remote environment.

• Highly organized; experienced in tracking work through tickets and dashboards.

• Ability to switch contexts effectively in a fast-paced, dynamic setting.

• Excellent written and verbal communication skills, particularly in technical and business contexts.

• Skilled at managing and defusing challenging customer situations.

• Preferred knowledge and experience in enterprise IT infrastructure, networking, and storage.

• Comprehensive understanding of the enterprise software landscape.

• Familiarity with common Linux system administration tasks and the Linux operating system.

• Knowledge of networking, including practical experience with Linux network configurations and troubleshooting.

• In-depth knowledge and hands-on experience with storage, S3, and high-performance computing is advantageous.

• MS or B.Sc. in Computer Science, Computer Engineering, Electrical Engineering, or related fields.

• Willingness to travel approximately 20% of the time.

• Adaptability as responsibilities evolve with business needs.

• Team-oriented mindset.

🏝️ Benefits

• Fully remote company with a flexible work arrangement.

• Opportunity to work with a rapidly growing AI infrastructure company.

• Ability to travel around 20% of the time.