Senior Technical Account Manager

WEKA is leading a paradigm shift in how data is stored, managed, and processed in the cloud and AI era. We are a pre-IPO, growth-stage company on a hyper-growth trajectory that has raised over $275M in capital and is backed by dozens of world-class venture capital and strategic investors.

Our flagship product, the WEKA® Data Platform, is a software-based, hybrid cloud solution transforming stagnant legacy data siloes into dynamic data pipelines that power GPUs efficiently and fuel performance-intensive workloads like generative AI and machine learning seamlessly and sustainably.

We’re passionate about helping our customers overcome complex data management challenges to accelerate their innovation and help grow their businesses. If you share our passion, we invite you to join us on this exciting journey. 

What’s Cool About This Job

As a WEKA Technical Account Manager (TAM), you will utilize your strong technical competencies and customer management skills to provide a high level of personalized, proactive, and reactive enterprise-class solutions and services to our customers. Our TAM team is responsible for managing and maintaining relationships with our customers, ensuring their technical needs are met, and helping them to fully leverage WEKA’s products and solutions. 

Bring Your Expertise – and Your Passion

The Senior Technical Account Manager (TAM) role is critical to WEKA’s Premium Services offerings in furthering the WEKA customer relationship and ensuring that our customers achieve the greatest value from their WEKA solution. Working closely and collaboratively within our customers’ organizations, the TAM will understand the customer's business requirements, mission, objectives, technical needs, systems and solutions, environment, and service history. This individual interacts from Staff to Executive level teams and needs to be an excellent written and verbal communicator to both technical and non-technical audiences. 

Responsibilities include: 

The types of tasks this individual is responsible for are a mix of structured and unstructured tasks, focusing on assisting customers to achieve their objectives. The Sr. Technical Account Manager will apply attained experiences and knowledge in solving routine to moderately complex problems

• Provide proactive technical and operational guidance within the framework of their WEKA environment to ensure customers achieving the best possible value from WEKA.
• Establish customer cadence and proactive engagement to align their needs including, but not limited to technical and business reviews, upgrade/release planning, and expansions, and related documentation.  
• Identify and address customers' critical technical issues and non-technical issues, and coordinate necessary technical activities. Coordination of technical activities may include troubleshooting and solving escalated customer issues directly with the appropriate engineering teams within WEKA and 3rd party vendors for multi-vendor issues when applicable.
• Monitor customer open cases during business hours.
• Monitor customer systems, utilizing auto supports and User Console to identify potential problems and trends and subsequently make the necessary recommendations to resolve them to ensure optimal performance of these systems.
• Track and maintain user configurations and environments.
• Ensure that all recommended Best Practices are adhered to for maximizing product optimization and uptime.
• Notify customers of new product features, field/product alert analysis, and recommendations.
• Help educate the customer on the various tools on the support site and help them understand their WEKA products better.
• Manage special projects assigned by management to meet customer and cross-functional team needs.
• Build and maintain a close working relationship with both technical staff and Sr. Leadership from the customer team, in addition to building strong collaborative relationships with internal WEKA teams such as Sales, Sales Engineering, Technical Services, Professional Services, and Engineering
• You will build a holistic view of the customer and proactively identify areas where value can be maximized, increasing the footprint of products in the customer's environment over time, thereby enhancing customer retention and reference ability. 

Desired Qualifications

• 10+ Years experience as a Technical Account Manager (TAM) or similar customer facing role. 
• Experience working with customers to identify and resolve critical technical and operational challenges.  
• Excellent written and verbal communication skills.
• Ability to work within a Global cross-functional team environment.
• In-depth technical knowledge in three or more of the following areas is essential:
• Networking ETH/IB
• UNIX/Linux
• Storage Technologies 
• Cloud Technology - Amazon Web Services (AWS), Microsoft Azure, Oracle Cloud Infrastructure (OCI), or Google Cloud Platform (GCP).
• Backup and Recovery
• AI/ML
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
• Ability to follow standard engineering principles and practices.
• Creative approach to problem solving.
• Ability to travel to the customers' domestic sites and other global sites as necessary.
• 24x7 availability for after-hours on-call support for critical issues.

Concerned you don’t meet every qualification? Don’t let it stop you from applying!
WEKA is committed to building a diverse, inclusive, and authentic workplace. If you are excited about this position but don’t meet every qualification in the job description, we encourage you to apply anyway – you may just be the right candidate for this or other positions at WEKA.

WEKA is an equal opportunity employer that prohibits discrimination and harassment of any kind. We provide equal opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.