Job Type
Full-time
Description
Location: Indianapolis, IN // Austin, TX
Job Type: Full-time, On-site
Department: Strategic Account Management
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.
Requirements
Preferred Qualifications, Education, and Experience - 3-5 years of experience in Technical Account Management, Customer Success, Technical Support, Professional Services, Systems Administration, or other customer-facing technical roles.
- Experience supporting enterprise, mid-market, or multi-site customer environments.
- Familiarity with CRM platforms such as Salesforce.
- Exposure to virtualization, hyperconverged infrastructure, managed networking, or edge computing solutions.
- Strong communication, presentation, and problem-solving skills.
- Bachelor's degree in a technical or business-related field, or equivalent practical experience.
Perks of Scale Computing - Medical, Dental, Vision Insurance
- 401(k) with company match, FSA, HSA
- Casual dress code, flexible work environment
- Fully stocked kitchen
- Vibrant and Inclusive Workplace Atmosphere
- Paid company holidays and discretionary time-off policy
