Descripción del puesto

As a Technical Account Manager, you will sit at the nexus between the Customer Success Manager, the Account Executive, Professional Consultants, and Support. Whether it is helping understand the customer environments and potential technical landmines or supporting one of our native integrations, you are fundamental to helping customers realize and optimize our Automation Product Suite capabilities.

You are an extraordinary partner – to sales, to product, to your customers. You play the part of consultant, technical guru, product specialist, and teacher, with a committed dedication to exceptional customer service. You build strong, significant, and compassionate relationships to internal and external partners, no matter their level.

You’ve got technical chops. You demonstrate a knowledge of IT monitoring tools or IT Operations. You run the technical discovery process and are capable of handling questions in an RFP, RFI and security questionnaires. You help customers design integrations to provide seamless implementation with their current technology stack.

You are an excellent and compelling communicator. You can break down complex technical concepts and explain them clearly to partners from business and technical backgrounds, from a DevOps engineer up to a C Level Executive. You have experience supporting SaaS and on-prem customer managed products; you can articulate the business value of our solution.

You are excellent at multitasking, are self driven, and can work both independently and with a cross functional team. You have project management skills and account management experience. You come up to speed quickly, love to learn, have a strong working style and impeccable attention to detail.

How You Impact Our Vision: Key Responsibilities

• You play the part of a consultant, project manager, technical guru, product specialist, and teacher, with a committed dedication to exceptional customer experience.
• You build strong, significant, and compassionate relationships to internal and external partners, no matter their level.
• You demonstrate knowledge of IT monitoring tools and IT Operations, have supported Java applications, and can do basic scripting.
• You will run the technical discovery process and are capable of handling questions in a security questionnaires.
• You help customers design integrations to provide a seamless implementation with their current technology stack.
• You can break down complex technical concepts and explain them clearly to partners from business and technical backgrounds, from a DevOps engineer up to a C Level Executive.
• You have experience supporting products in both the SaaS world and on-prem.
• You can articulate the business value of our solution and drive the long term goals.

Requisitos

What do we expect from you?

This is a customer-facing role, the primary responsibility is to make sure that the customer is progressing with their technical goals, help them on the journey, and advocate for them internally. You are expected to drive the journey by meeting with the customer at least weekly and you have track hours to deliver technical solutions for their assigned customers. It is beyond event-driven support.

On average you will have two customer meetings per day they will also during training be expected to shadow the meetings that other TAMs have with their customers and contribute to our repository of demos. You will have to conduct 1:1 training with their customers and share it internally. Although the hours are flexible, as far as start and end times go, they must be available for 8 consecutive hours and attend internal meetings throughout the day.

The customer is paying via a subscription for up to twenty hours of work and will be assigned 4-5 customers. You will have a responsibility to the Account team to report risk

About You:

• Experience managing customer engagements and proof of concepts/value
• Ability to create and deliver demonstrations to small or large groups
• Ability to script in BASH and python, competent using the Linux CLI, and knowledge APIs
• Experience with enterprise infrastructure, including cloud deployments and containers
• Strong communication skills to build and manage relationships with new and existing clients, with a focus on growth

Preferred Qualifications:

• You have a bachelor's degree or higher, preferably in a technical field
• You have an understanding of CI/CD, infrastructure as code, CSM (Gitlab, Github, Bitbucket), provisioning (Ansible, FarGate, Terraform, Cloudformation), IT operations in cloud hosted or on-prem environments (K8, vsphere, OpenStack, Oracle Cloud, EC2, GCP, or Azure), relational database management (MySQL, Postgres, MSSQL, Oracle), remote system management using SSH, WinRM, and REST APIs, BASH and Powershell CLI, as well as monitoring (DataDog, Cloudwatch, Sensu, NewRelic, ServiceNow, etc)
• You know and understand our space (or you’re already a fan of our product!)
• You're experienced in enterprise and commercial support and consulting

Beneficios

• Competitive salary
• 100% remote work
• Workspace setup bonus $400 USD gross
• Bonuses in September and December, $300 USD gross each
• Company laptop
• Floating day (Ex: Birthday off)
• 20 working days of vacation after the first year of employment
• 6 paid days off (PTO’s)
• English Online Training

Additional Programs:

• 5% sales commissions if you bring a sales opportunity, and the opportunity is won.
• USD $500 if you bring a new employee using our referral program.