Senior Technical Account Manager

WEKA is architecting a new approach to the enterprise data stack built for the AI era. The WEKA® Data Platform sets the standard for AI infrastructure with a cloud and AI-native software solution that can be deployed anywhere. It transforms legacy data silos into data pipelines that make GPUs, AI, and other performance-intensive workloads run faster, work more efficiently, and consume less energy.

WEKA is a pre-IPO, growth-stage company on a hyper-growth trajectory. We’ve raised $375M in capital with dozens of world-class venture capital and strategic investors. We help the world’s most innovative enterprises and research organizations, including 12 of the Fortune 50, reach discoveries, insights, and outcomes faster and more sustainably.

We’re passionate about helping our customers overcome complex data 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, you will utilize your strong technical competencies and account management skills to provide a high level of personalized, proactive, preventative, and reactive enterprise-class solutions and services to our customers. You will develop a strategic technical partnership with the customer, becoming a trusted technical advisor while ensuring their mission and objectives are successful. Additionally, our Technical Account Managers at WEKA will assist our customers in navigating and adapting to changes if necessary.

The Technical Account Manager role is critical to the assigned Account/Sales Team in furthering the WEKA customer relationship and in helping to increase sales by coordinating critical and strategic activities for the account. Working closely and collaboratively with Account Team members and customer contacts, the Technical Account Manager will become intimately acquainted with the customer's business requirements, mission, objectives, technical needs, systems and solutions, environment, and service history. This individual interacts primarily with Staff to Director level employees within the function and the technical team on assigned projects. There may be communication with employees in other functions as required.   This role will be based in Bengaluru and support our EMEA customers. 

General direction is provided on routine work, while detailed direction is provided on new projects and assignments and ongoing review of activities and priorities. The ideal candidate will be a critical contributor or lead on team projects.

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 Technical Account Manager will apply attained experiences and knowledge in solving routine to moderately complex problems.

• 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.
• Prepare and deliver periodic and custom reports.
• Environment assessment/documentation, including software and hardware upgrade/release planning and bug risk analysis.
• 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.
• Compile and deliver root cause analysis as required.
• Represent WEKA in technical meetings with customers regularly.
• 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:

• Excellent written and verbal communication skills.
• Expert interpersonal communication and customer service skills are needed to work successfully with customers and cross-functional teams to help increase sales.
• In-depth technical knowledge in three or more of the following areas is essential:
• Amazon Web Services (AWS), Microsoft Azure, Oracle Cloud Infrastructure (OCI), or Google Cloud Platform (GCP).
• Networking ETH/IB
• UNIX/Linux
• Backup and Recovery
• Generally understanding ML/AI
• Netcache
• 15+ Years experience in Account management and project management.
• 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.
• 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.