Best Practices, Cross-Functional, Customer Acquisition, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Support/Service, Customer Training, Customer/Client Research, Develop and Maintain Customers, Distributed Computing, Identify Issues, International Operations, Linux Operating System, Microsoft Windows Operating System, Network Administration/Management, Onboarding, Partner Sales, Problem Solving Skills, Product Engineering, Product Management, Product Support, Proof of Concept, Relationship Management, Resolve Customer Issues, Risk Analysis, Sales Management, Strategic Accounts, Systems Administration/Management, Technical Leadership, Time Management, Virtualization
Location: Indianapolis, IN // Austin, TX
Job Type: Full-time, On-site
Department: Strategic Account Management
Who We Are
Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide.
Who Were Looking For
The Technical Account Manager (TAM) serves as a trusted technical advisor and customer advocate for Scale Computing customers. This role combines technical expertise across hyperconverged infrastructure, managed networking, virtualization, and edge computing with strong relationship management skills. The ideal candidate will partner with customers to help ensure successful deployments, drive product adoption, and support ongoing customer success.
This role is assigned to customer accounts as part of the Strategic Account Management team to foster strong relationships between Scale Computing and our customers by providing deployment guidance, best practices, customer training, support escalation assistance, and proactive engagement to help customers achieve their business and technical goals.
Additionally, Technical Account Managers may support proof-of-concept engagements, pilot projects, customer rollouts, and special customer initiatives while serving as a technical resource across the organization.
Requirements & Attributes
Customer Success & Relationship Management
- Build and maintain positive relationships with assigned customer accounts.
- Serve as a primary technical point of contact for customers and help address questions, concerns, and technical challenges.
- Assist customers in achieving desired business outcomes through product adoption and best-practice guidance.
- Monitor customer health and identify potential risks or opportunities for improvement.
- Document customer interactions, technical recommendations, and success milestones.
Technical Knowledge & Problem Solving
- Working knowledge of managed networking, hyperconverged infrastructure, virtualization, storage, Linux, Windows, and related technologies.
- Ability to troubleshoot technical issues and collaborate with internal teams to resolve customer concerns.
- Understand and communicate technical concepts to both technical and non-technical audiences.
- Familiarity with edge computing, distributed systems, and managed services environments.
- Participate in technical discussions, deployments, and customer onboarding activities.
Customer Advocacy
- Support customer adoption, onboarding, and ongoing success initiatives.
- Gather customer feedback and share insights with Product, Engineering, Support, and Services teams.
- Help identify opportunities for customers to maximize value from Scale Computing solutions.
- Contribute to customer success plans and account reviews.
Cross-Functional Collaboration
- Partner with Sales, Product Management, Engineering, Support, and Services teams to deliver a positive customer experience.
- Participate in customer meetings, business reviews, and technical discussions.
- Escalate issues appropriately and provide timely communication to stakeholders.
- Adapt to changing priorities while maintaining a customer-focused approach.