Technical Account Manager - USA

Vast Data - Seattle, WA

Full-time - Mid Level

Remote - Seattle, WA

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

VAST Data is seeking a Customer Support Manager to join our dynamic team in Seattle. This role presents a unique opportunity to be part of one of the fastest-growing infrastructure companies, particularly at a time when artificial intelligence is revolutionizing the industry. As a Customer Support Manager, you will play a crucial role in the Customer Success team, acting as a key point of contact for our customers post-sale. You will work closely with a small team of Support Engineers, ensuring that all post-sales activities are handled efficiently and effectively. Your primary responsibility will be to build trusted relationships with customers, ensuring their needs are met and that they receive the highest level of support. In this position, you will be regarded as the ‘one-hand-to-shake’ for all customer-related matters. You will manage daily operations for your assigned accounts, oversee customer installations and upgrades, and handle escalations as they arise. Your role will also involve collaborating with engineering teams to advocate for customer needs, including submitting bugs and feature requests. You will lead weekly, monthly, and quarterly customer review meetings, ensuring that customer use cases and unique requirements are understood and addressed. Your ability to identify opportunities for continuous improvement will be essential in ensuring that customers fully adopt and utilize VAST products. As a member of the Customer Success team, you will be expected to manage your workload effectively, balancing the need to meet key performance indicators (KPIs) and service level agreements (SLAs) with the overarching goal of ensuring customer satisfaction. This role requires a customer-first mindset, technical excellence, and a deep understanding of VAST Data products. You will also need to be flexible and adaptable, as responsibilities may evolve based on the needs of the business. Your success in this role will be measured by your ability to foster strong customer relationships and drive customer success through effective support and engagement.

Responsibilities

• Build trusted customer relationships based on a customer-first mindset and technical excellence.
• Respond to technical support issues quickly, collaborating with the team to solve customer problems efficiently.
• Manage customer installations, upgrades, break-fix, and expansions to ensure smooth onsite engagements.
• Lead and coordinate weekly, monthly, and quarterly customer review meetings.
• Understand and advocate for customer use cases, unique requirements, and needs.
• Submit and manage Feature Requests and Bugs with product marketing and development teams.
• Identify opportunities for continuous improvement to ensure full adoption and usage of VAST products.
• Keep account teams informed of status and activities related to customer accounts.
• Lead the Customer Success team, leveraging different skillsets to focus on customer priorities.
• Manage workload to balance meeting KPIs and SLAs with ensuring customer happiness and satisfaction.

Requirements

• Customer obsessed with a strong focus on customer satisfaction.
• Self-starter who takes initiative without waiting for direction.
• Ability to manage time effectively in a fully remote environment.
• Highly organized, with experience tracking tasks in tickets and dashboards.
• Ability to context-switch in a fast-paced, changing environment.
• Excellent written and verbal communication and presentation skills.
• Ability to manage and defuse challenging customer situations.
• Knowledge and experience in enterprise IT infrastructure, networking, and storage.
• Familiarity with Linux system administration tasks and Linux OS.
• Experience with network configurations on Linux and network troubleshooting.
• In-depth knowledge and hands-on experience with storage, S3, and high-performance computing is a plus.
• MS or B.Sc. in Computer Science, Computer Engineering, Electrical Engineering, or related fields.
• Willingness to travel approximately 20% of the time.
• Flexibility to adapt to changing responsibilities as the company grows.
• Team player with a collaborative attitude.

Nice-to-haves

• Experience in customer success or account management roles in a tech environment.
• Familiarity with AI and data management solutions.
• Previous experience in a startup or fast-paced company.

Benefits

• Competitive salary and performance bonuses.
• Flexible working hours and remote work options.
• Opportunities for professional development and training.
• Health, dental, and vision insurance coverage.
• 401(k) retirement plan with company matching contributions.