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Technical Account Manager, Global Marquee Accounts

Tetrate

Tetrate

IT, Sales & Business Development
Posted on Tuesday, May 21, 2024

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 mid-tenure individual who thrives in fast execution and overcoming ambiguity.

As a Technical Account Manager, you will own the ongoing technical relationship through the entire lifecycle of customers in your portfolio, collaborating very closely alongside the Customer Success and wider account teams. This role will serve as a trusted technical advisor responsible for defining the technology strategy for customers who have purchased the Tetrate Service Bridge (TSB) offering and helping them unlock value from their use of the platform.

Your focus will be to drive value, retention, and adoption of Tetrate’s product through the customer lifecycle, acting as the technical counterpart between Tetrate and your client’s platform and engineering team. You will be responsible for understanding your customer’s needs and proactively driving forward technical initiatives that help your customers achieve their business goals. As needed, you will project manage Tetrate’s professional services team and evangelize the value realized by the PS engagement within the customers’ organizations.

You’ll manage a portfolio of named accounts, typically in the Enterprise and Strategic classification of accounts, a tier of customers with enterprise organizational structures and architectures, posing unique geographical, scale, and complexity challenges.

This is an opportunity to bring your experience as a product and implementation expert, business analyst, problem solver, and customer success professional along with a high level of product and technical competence, delivering high-impact engagements that drive tangible outcomes for some of Tetrate’s most advanced customers.

You’ll be responsible for client success, partnering with the Customer Success Team to own the technical relationship for your assigned accounts and help drive technical adoption, accelerated technical value, and continued technical maturity.Help customers successfully instrument Tetrate across their stack and refine that instrumentation over time as their use of Tetrate matures and becomes even more valuable

Responsibilities

  • Run Tetrate’s post-sales program for our top-tier enterprise customers:
    • Tailor post-sales program to customer business goals, including check-ins, QBRs, upgrades scheduling, customer education initiatives
    • Work alongside 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
    • Orchestrate account plans and strategy across top strategic accounts
  • Create scale and learning for Tetrate
    • Document and share customer achievements, challenges, and lessons learned
    • Identify common customer requests, improve the quality and efficiency of Tetrate response with playbooks
    • Anticipate customer needs based on an in-depth understanding of customer context, proactively marshall resources to prevent issues
  • Improve key account health metrics including:
    • Number of workloads under management
    • Satisfaction with product and service delivery
    • Net dollar retention

Skills

  • Fluency in modern infrastructure and DevOps technologies including but not limited to: Container orchestration, networking, CI/CD tooling, observability, and security
    • Nice-to-have: Infrastructure or network architecture advisory experience
    • Not necessary: Software engineering
  • Track record of building, tracking, and facilitating the execution of complex plans with multiple workstreams and dependencies
  • Expertise in building customer trust and influencing decision-makers consultatively

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, Canada and AMER timezones.