Technical Account Manager

Technical Account Manager – East Coast / Remote
The Technical Account Manager (TAM) is the primary contact for all technical matters regarding your portfolio of assigned accounts. You will be a trusted advisor to your customers and be their advocate within Nasuni. You will provide proactive technical guidance and best practice with the goal of minimizing and avoiding technical issues that may impact your customers. Additionally, you will align your action plans with the business goals of your customers and leverage your technical skills, and resources across the company to ensure the customer is getting the most value from their Nasuni investment and successfully achieving their business goals. #LI-Remote, #BI-Remote

To accomplish these objectives, you will meet regularly with your customers to track and address ongoing issues, action items, feature requests, and improvements. Utilizing a deep understanding of your customer’s environment, you will assist with technical support and escalations, provide consistent updates and technical details to customers, and drive issues to closure by working with Nasuni Support, Engineering, and Product Management. As a member of the Technical Account Management Team, you will act as a secondary point of contact point for other TAMs’ accounts as part of a cohesive and collaborative team culture.
As the Technical Account Manager (TAM), you will...

• Meet regularly with senior customer contacts at assigned accounts. Be the primary Nasuni point of contact for all customer needs
• Build a direct relationship with the customer’s senior technical leadership and develop an in-depth knowledge of the customer’s cloud file services environment (become their Trusted Advisor)
• Provide proactive and reactive support on technical issues, in coordination with Nasuni Support
• Escalate incidents and collaborate with other departments in the company
• Be the voice of the customer to all functional teams inside Nasuni
• Represent the customer nominees for the Nasuni Customer Advisory Board
• Follow defined hand-off procedures to Account Management when customer expansion opportunities are identified
• Prevent issues before they arise with proactive planning, regularly scheduled technical reviews, and, at times, on-site visits
• Proactively produce support communications for customers on recent security alerts, product releases, and new product information
• Make use of cross-functional resources within Nasuni (Professional Services, Product Management, Account Management, etc.) to address customers’ business and technical needs, such as: system health checks, product sizing, migration assistance, etc.
• Manage and drive closure on customers’ open support cases, product bugs, enhancement requests, and action items.
• For new support cases, understand issues and next steps and follow up to assure they are getting the attention they deserve
• Stay current and advise customer on any new product versions, upgrades, etc. on the roadmap that may benefit their environment

Required skills + experience we look for are…

• Bachelor’s degree preferred (not required)
• 5+ years of experience in a customer-facing role interacting with senior-level customer contacts, preferably in a customer support organization in enterprise software, virtualization, storage/infrastructure, or data center environments.
• Demonstrated experience and success managing critical customer situations in enterprise IT infrastructure technologies
• Sense of urgency and willingness to do what it takes in a high-growth environment by being highly action-oriented.
• Excellent project management and task-tracking skills
• Proven record of success in leading cross-functional teams and managing project/action plans with a high degree of urgency, professionalism, and collaboration. PMP certification is a plus.
• Excellent customer communications skills, and ability to convey technical concepts and details in a way that is easily consumed by all levels of customer contacts from system administrators to C-level.
• Proven customer management skills. Ability to handle critical/urgent/high-pressure situations calmly and professionally
• A solid technical foundation, including an in-depth understanding of the enterprise software and data center infrastructure spaces
• Technical familiarity with data storage and cloud technologies and protocols such as CIFS/SMB, NFS, S3, directory services (Active Directory, LDAP), user and group permissions, security, encryption, TCP/IP networking, virtualization, data backup/archive, public/private/ hybrid cloud
• Good working knowledge of Linux commands, tools and system administration
• Experienced with network troubleshooting and a basic understanding of network storage protocols
• Experience with storage architecture and related technologies
• Linux OS and System Administration experience
• Experience with Salesforce.com CRM & case management

Why Nasuni?

Why work at Nasuni?

As part of our commitment to your well-being, we are pleased to offer comprehensive benefits packages to employees across the US. Benefits packages generally include:

• Best-in-class employee onboarding and training
• “Take What You Need” paid time off policy
• Incentive stock options
• Comprehensive health, dental, and vision plans
• Company-paid life and disability insurance
• 401(k) and Roth IRA retirement plan
• Generous employee referral bonuses
• Flexible remote work policy
• 10 paid holidays
• A wide array of well-being offerings
• Pre-tax savings accounts with company contributions
• An Employee Assistance Program to help deal with life’s difficulties and stressors
• Great team culture and social activities
• Collaborative workspaces
• Free on-site fitness centers and stocked kitchens in select office locations
• Professional development resources

Work Environment

Nasuni employs onsite, hybrid, and remote employees, who may occasionally come into a Nasuni office, attend events, or visit clients. Nasuni’s offices are open-concept office environments with low but varying noise levels. 

To all recruitment agencies: Nasuni does not accept agency resumes. Please do not forward resumes to our job boards, Nasuni employees or any other company location. Nasuni is not responsible for any fees related to unsolicited resumes.
Nasuni is an equal opportunity employer. The equal employment opportunity policy at Nasuni protects employees and job applicants from discrimination on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, and training and career development programs.