Position Summary

Tetrate is looking for our first technical account manager (TAM) dedicated to our growing portfolio of enterprise customers. This is a new role that will set the standard for a new team, a successful candidate will have the opportunity to take on a leadership role as Tetrate and the team grows. We seek an ambitious individual who thrives in fast execution, can overcome ambiguity, and is a self-starter.

As the TAM, you will:

• Position Tetrate for account expansion, by helping customers’ achieve their objectives with Tetrate products, and uncovering new opportunities
• Own Tetrate’s relationship with the customer technology leadership and implementation team, earn their trust, demonstrate Tetrate ROI, and drive product success as the “trusted technology strategy advisor” — backed by Tetrate’s executive, R&D, sales, services, and support teams
• Support Tetrate customers throughout their journey, from planning, through implementation, and structuring design partnerships to exploring future product capabilities
• Build the customer implementation & adoption playbook from your first-hand learnings as well as cross-functional internal expertise for the broader customer base

Your success will be measured by:

• Successfully implementation of Tetrate’s platform, achievement of production use cases, and breadth of user adoption
• Customers’ realization and recognition of Tetrate ROI
• Growth in NDR (net dollar retention) for customer accounts

Responsibilities

• Run Tetrate’s post-sales program for marquee enterprise customers:
  • Tailor post-sales program to customer business goals, including check-ins, QBRs, upgrades scheduling, customer education initiatives
  • Work alongside the Customer Engineering team to project-manage professional service delivery
  • Help PM collect, organize, and assess customer requests
  • Help the field teams identify new use cases and upsell opportunities
• Lead bi-directional communication with customers’ working team and executive stakeholders
  • Identify and drive strategic discussions across customer users and buyers
  • Author customer-facing messages to represent Tetrate PoV
  • Collect, synthesize, and act on customer feedback
  • Anticipate customer needs based on an in-depth understanding of customer context, proactively marshall resources to prevent issues

Required skills

• Track record of working cross-functionally to leverage the “best of” internal expertise for customers’ success
• Proven expertise in building customer trust and influencing decision-makers consultatively in prior positions
• Track record of building, tracking, and facilitating the execution of complex plans with multiple workstreams and dependencies
• Fluency in modern infrastructure and DevOps technologies including: Container orchestration, networking, CI/CD tooling, observability, and security
  • Nice-to-have: Infrastructure or network architecture advisory experience
  • Not necessary: Hands-on software engineering skills

Qualifications

• Prior experience in technical customer success, solution engineering, or solution architecture
• Engineering undergraduate degree or equivalent professional experience required
• MBA or equivalent advanced degree a plus
• Consulting experience a plus

Location: We are a globally distributed company that is fully remote, however, this role needs to be filled in the United States, on the East Coast ideally.