Our Services Team is looking to hire a Technical Account Manager. This role is assigned to an account as part of an account management service to help build the relationship between Scale Computing and the customer by providing a successful and interactive deployment, best practices, Scale Computing implementation consulting, customer training, an escalation path for support and proactive customer check-ins to ensure that the customer site is running as expected. Additionally, this role will be assigned proof of concept and pilot projects, large enterprise rollouts, special customer cases, work on services team projects, and assist the services team as a technical leader. We believe in best-ever experiences from the inside out, so we're looking for an approachable, friendly candidate who will love their co-workers as much as we love them.
Great candidates will look like this:
Enjoy troubleshooting and problem-solving analytically
A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment
An excellent communicator who is efficient and effective with customers and colleagues via web conferences, email, and in-person
A motivated self-starter who thrives on prioritization and follow-through
Passionately creative in mindset and has the ability to adapt quickly to evolving business needs
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, as required to understand customer needs and ensure clarity on the status of technical problems
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
Other useful skills/experience
Experience working with Enterprise customer computing environments and understanding or experience with Edge computing deployments
Basic technical knowledge and experience in the following: 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
Compensation & 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
This is a full-time, permanent position and may be remote or based out of our downtown Indianapolis HQ.