Technical Account Manager

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Description

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 we're looking for:

The Technical Account Manager role is our business and technical leader responsible for serving as a trusted advisor to Scale Computing's largest and most complex enterprise customers. This role combines deep technical expertise across managed security services, hyperconverged infrastructure, and edge computing, with strong executive presence and acumen. The ideal candidate will lead high-touch customer engagement, translate business objectives into technical strategy, and partner cross-functionally to drive customer outcomes, retention, and long-term growth across their assigned distributed, enterprise-scale environments. This role is assigned to accounts as part of the Strategic Account Management team to foster the relationship between Scale Computing and the customer by providing a successful and interactive deployment, best practices, customer training, an escalation path for support and proactive customer check-ins to ensure that the deployments are running as expected. Additionally, our Technical Account Managers may be assigned proof of concept and pilot projects, large enterprise rollouts, special customer cases, work on services team projects, and generally assist as a technical resource.

Technical Account Managers report to the Sr. Director of Strategic Accounts and requires a hybrid, on-site presence at one of our North America office locations multiple days per week, as well as periodic travel throughout the year for customer meetings.

Requirements & Attributes

Core Business & Customer Acumen

• Experienced professional managing complex enterprise customer relationships, supporting retention, adoption, and account growth.
• Able to act as a trusted technical advisor to IT and infrastructure stakeholders, translating business needs into actionable technical solutions.
• Solid understanding of financial and operational aspects of customer accounts, including usage trends, renewals, and service consumption.
• Support account lifecycle activities, including planning, success tracking, and documentation of key customer outcomes.

Monitor customer health and risk indicators, escalating issues as needed and providing recommendations to drive predictable results.

Technical Depth & Credibility

• Strong hands-on knowledge of managed networking, hyperconverged infrastructure, hardware, virtualization, storage, Linux, Windows, Linux command line, and related third-party applications
• with the ability to explain technical tradeoffs and solutions to both technical and non-technical stakeholders.
• Familiarity with edge computing, distributed systems, and managed services (including firewalls and security) in enterprise or multi-site environments.
• Engage credibly with customer architects and engineers to implement solutions, troubleshoot issues, and contribute to technical discussions.

Customer Advocacy & Strategy

• Support high-touch Technical Account Management or Customer Success initiatives for enterprise customers with distributed or complex footprints.
• Assist in driving customer outcomes through adoption planning, lifecycle management, and proactive risk identification.
• Provide input to Product, Engineering, and Services teams by sharing customer feedback, usage patterns, and market insights.

Cross-Functional Collaboration

• Work closely with Sales, Product Management, Engineering, Support, and Services to ensure a seamless customer experience.
• Communicate effectively with internal and external stakeholders, escalating complex issues appropriately and providing clear recommendations.
• Adapt to changing priorities and environments while balancing customer needs and internal requirements.
• Participate in customer-facing communications such as QBRs, roadmap reviews, and adoption discussions.

Requirements

Preferred Qualifications, Education, and Experience

• 5-7 years of experience in Technical Account Management, Customer Success, or post-sales technical customer-facing support roles.
• Exposure to enterprise or multi-site customer environments, particularly in retail, hospitality, or distributed operations.
• CRM/Salesforce proficiency
• Experience collaborating with Sales on renewals, expansions, and account strategy.
• Familiarity with hyperconverged infrastructure, managed networking, or edge computing solutions.
• Bachelor's degree in a technical or business-related field, or equivalent experience.

Perks of Scale Computing

• Medical, Dental, Vision Insurance
• 401(k), FSA, HSA
• Casual dress code, flexible work environment
• Fully stocked kitchen
• Vibrant and Inclusive Workplace Atmosphere
• Paid company holidays and discretionary time-off policy

Scale Computing is a global business with offices around the world, thousands of customers, and countless applications running on our industry-leading platforms. We enjoy this success because we have made a conscious effort to build this company by hiring amazing people. Scale was founded on the belief that transparency and collaboration create a culture of ownership, success, and empowerment; more empowered employees are more productive employees. At Scale, we build empowerment through diversity and our core values of the V.O.I.C.E. of the Customer. So, if you've reached this point in the job description and feel unsure if you should apply…Just do it! We know there are no perfect applicants. You may not have 100% of all those bullets listed above - and that's okay. If you feel like you're not going to fit in with our teams - you'll be surprised. We're one Scale Computing which means however you identify and whatever background you bring with you, we encourage you to apply if it's a role you can be passionate about doing every day. Scale Computing is an equal opportunity employer. The final candidates will be subject to a pre-employment background check.