Technical Account Manager - USA

Vast Data - Raleigh, NC

Full-time - Mid Level

Remote - Raleigh, NC

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 Raleigh, North Carolina. 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 be regarded as the 'one-hand-to-shake' for all customer-related matters, ensuring that their experience with VAST Data is seamless and satisfactory. In this position, you will collaborate closely with a small team of Support Engineers, managing daily operations for customer accounts and handling escalations effectively. Your responsibilities will include overseeing customer installations and upgrades, ensuring they are well-planned and executed smoothly. You will also capture lessons learned and action items from these engagements, advocating for customer needs by submitting feature requests and bug reports to the engineering team. Your role will require you to lead and coordinate regular customer review meetings, fostering trusted relationships based on technical excellence and a customer-first mindset. As a member of the virtual account team, you will work alongside Sales and Solutions Engineers, acting as the quarterback for your accounts. You will be responsible for identifying opportunities for continuous improvement, ensuring that customers fully adopt and utilize VAST products. Your ability to manage your time effectively and balance meeting KPIs with customer satisfaction will be essential in this fast-paced, evolving environment. This is an exciting opportunity to contribute to VAST Data's growth and success while making a significant impact in the AI era.

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 into 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.
• Lead your pod of Customer Success team members, leveraging different skillsets to focus on customer priorities.
• Manage workload to balance meeting KPIs and VAST 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 business written and verbal technical 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 responsibilities based on business needs.
• Team player with a collaborative attitude.