Technical Account Manager – GSI

📋 Description

• Establish and nurture relationships with key stakeholders among assigned Global System Integrators (e.g., TCS, Infosys, HCL, IBM India) and strategic enterprise clients.

• Serve as a local point of contact and relationship facilitator, ensuring that customers and partners feel acknowledged, supported, and in harmony with Percona.

• Foster a high level of responsiveness and engagement that aligns with customer time zones and expectations.

• Coordinate and communicate the status of support tickets and consulting efforts, ensuring stakeholders receive clear and timely updates.

• Conduct operational review meetings to summarize progress, identify risks, and offer guidance.

• Monitor escalations and ensure internal visibility, while reinforcing appropriate support processes and SLAs.

• Deliver or organize technical onboarding, training sessions, and best practice workshops for partners and customers.

• Assist in minimizing recurring issues by advocating for proactive adoption of Percona best practices and architectures.

• Act as a technical advisor for partner architects and customer teams.

• Collaborate with Sales, Customer Success, Support, Consulting, and Product teams to ensure alignment with customer needs and priorities.

• Provide organized feedback on customer sentiment, recurring issues, and product deficiencies.

• Support collaborative initiatives with GSIs, including enablement programs and strategic account alignment.

• Monitor support activities across assigned accounts to identify trends, risks, and opportunities for improvement.

• Offer structured reporting on customer health, escalations, and engagement effectiveness.

• Contribute to the continuous enhancement of Percona’s partner engagement model.

⛳️ Requirements

• Over 3 years of experience with MySQL, PostgreSQL, MongoDB, or similar database technologies.

• Experience in enterprise settings involving system integrators, consulting partners, or multi-vendor delivery models.

• Excellent communication and stakeholder management skills, with experience engaging senior technical and business leaders.

• Ability to handle complex situations calmly and effectively, particularly during escalations.

• Understanding of the interactions between applications and services with databases in contemporary architectures.

• Familiarity with cloud platforms (AWS, Azure, GCP) and DBaaS solutions.

• Previous experience in delivering technical enablement, training, or workshops is an advantage.

• Proficiency in written and spoken English.

• Capacity to work remotely and collaborate with global teams.

🏝️ Benefits

• Flexible work hours

• Various paid time off programs

• All necessary equipment for your remote office

• Funding for career development (external training, certifications, conferences)

• Ongoing connectivity allowances

• Opportunity to participate in our equity incentive plan

• Support for a healthy work/life balance