Technical Account Manager

Scale Computing - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

The Technical Account Manager role is designed to enhance the relationship between Scale Computing and its customers by ensuring successful deployments, providing consulting, training, and support. This position involves managing customer projects, overseeing installations, and acting as a technical leader within the services team, all while maintaining a focus on customer satisfaction and proactive engagement.

Responsibilities

• Managing customer project calls and project management calls
• On-site installs and migrations - up to 25% travel
• Escalation management for assigned customers and projects
• Project management and project oversight for purchased installations
• Customer installation assistance and consulting on best practices of the use of Scale Computing technologies
• Monthly check-ins with the customer and health check reviews with status updates
• Support request and status update reporting
• Customer needs and interaction with sales through value selling concepts and customer roadmap reviews
• Customer satisfaction point of contact and escalation
• Outline and define project plans on existing or new deployments
• Infrastructure review and environmental overview documentation
• Customer firmware update management planning and execution

Requirements

• A minimum of 4 years of experience in a technical support or services organization with case management experience
• Organizational discipline and professional communication skills; exceptional customer management and communication, both verbal and written
• An outgoing personality who enjoys helping customers receive the best experience they have ever had with a support & services organization
• A basic technical background and expert technical knowledge with computer hardware and software architecture, operating systems, virtualization, networking, and storage
• Experience with Linux, the Windows, Linux command line, and third-party applications
• Technical aptitude for learning how to support and configure the Scale Computing technology platform
• Background in technical consulting, technical support, project management, and customer service
• Customer case metric reporting and documentation experience
• Must be based in North America

Nice-to-haves

• Experience working with Enterprise customer computing environments and understanding or experience with Edge computing deployments
• Basic technical knowledge and experience in virtualization (mainline hypervisors), operating systems troubleshooting, IP networking, and storage technologies, both direct and NAS/SAN
• Have a basic comfort level at a command line and a working knowledge of Linux, particularly how to navigate when logged in to a Linux host, perform diagnostics using Linux commands, execute scripts, and log analysis
• Understanding of value selling and customer technology evolution cycles
• Salesforce ticket management and reporting

Benefits

• Competitive, based on experience
• Stock options
• Competitive Health Plan including Medical (HDHP & PPO options), Dental, Vision, STD, LTD, & Life Insurance options
• PTO & paid Company holidays
• 401k Plan with match