Technical Account Manager

ZEDEDA makes edge computing effortless, open, and intrinsically secure - extending the cloud experience to the edge. ZEDEDA reduces the cost of managing and orchestrating distributed edge infrastructure and applications, while increasing visibility, security and control. ZEDEDA delivers a distributed, cloud-native edge management and orchestration solution, simplifying the security and remote management of edge infrastructure and applications at scale. ZEDEDA ensures extensibility and flexibility by utilizing an open partner ecosystem with a robust app marketplace and leveraging an open architecture built on EVE-OS, from the Linux Foundation. ZEDEDA delivers instant time to value, has thousands of nodes under management and is backed by world-class investors with teams in the US, Germany and India. For more information, visit www.zededa.com

About the Position:  Technical Account Manager (Houston, TX or REMOTE, USA)

ZEDEDA is seeking a team-oriented, highly effective, and motivated Technical Account Manager (“TAM”). This position reports to the Vice President of Customer Experience. As a Technical Account Manager (TAM), this individual will play a pivotal role in managing and nurturing customer and OEM partner technical relationships by serving as their primary technical point of contact. Efforts include, but not limited to, ensure the successful deployment and ongoing support of ZEDEDA’s Edge computing solutions, guide them through the implementation process, troubleshooting issues, and ensure they achieve their business and technical objectives using ZEDEDA's technology. Last, this individual will assist the Principal Customer Success Manager in identifying and qualifying new use cases for expansion opportunities. The successful candidate will be an accomplished self-starter with technical leadership experience in the Edge Computing, Virtualization, Cloud, Networking, Edge AI and other related technologies. Have in-depth experience or familiarity with direct, channel, OEM and SI business motions. Last, he/she must have a proven track record to work in a matrix environment and possess excellent communication, presentation and organizational skills

Responsibilities

• Assist the Principal CSM in leading the company’s most strategic customer’s onboarding, adoption, and expansion experience motions
• Serve as the primary technical contract for customers with active contracts, providing expert guidance on their implementation, productization and optimization of ZEDEDA’s solutions
• Provide technical training and support to customer to maximize their use of ZEDEDA’s solutions
• Gather and relay customer feedback to the Product Management team to influence future product enhancements
• Document customer interactions, technical issues and resolutionsLead the technical aspects of Get Well and Escalation Plans definition and execution
• Perform regular Health Checks on customers with active contracts
• Assist the Principal CSM in the development and execution of Success Plans to ensure customers realize the value of their ZEDEDA investmentGain a deep understanding of typical technical challenges faced by our customers to appropriately map features in their Edge Computing environments, as well as provide proactive information, guidance, and support.
• Proactively engage with other ZEDEDA groups in monitoring and resolve complex technical issues.
• Be a Go-To customer expert on ZEDEDA Edge Computing solutions and become a Subject Matter expert over time
• Monitor performance metrics include CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement
• Assist the Principal CSM in the delivery of Executive Business Reviews (Technical Services Reviews, Business Reviews, etc..) with the support and involvement of the Sales Team, Product Management, Engineering and other groups
• Work closely with the rest of the Customer Experience organization (Professional Services, Operational Support) and other key leadership in the Sales, Marketing, Support, Product Management and Legal organizations in driving a friction-less customer experience

Qualifications

• 15+ years of experience in large scale deployments, Virtualization, Containers, Edge Networking and Security, Relevant Edge Applications for the corresponding verticals and ability to understand Cloud based SaaS offerings
• Demonstrated industry recognized credibility in the O&G and Renewables, Industrial Automation, Retail and Automotive verticals.
• 10+ years of experience in AI/ML workloads with emphasis on Edge AI solutions.
• Required education and degree type: BS in Computer Science/Engineering or related field. MS or higher preferred
• Experience engaging with large global enterprises 
• Strong organizational and time management skills, possesses a sense of urgency
• Project a professional image and demonstrates technical acumen, driven to succeed
• Ability to interact effectively with senior business and technical managers and C-level executives
• Ability to travel up to 25-30% of time
• Availability to provide after-hours support on a scheduled / non-scheduled basis
• Demonstrated ability to foster collaboration and coordination with personal distributed across multiple global sitesHighly data-driven with a dedication to following the process, ability to prioritize work within a demanding environment, and consistently delivering results.
• Extensive experience in identifying key customer stakeholders to engage and build relationships without direct supervision.
• Extensive experience in influencing teams across the organization to achieve desired customer outcomes.
• Passionate about driving and tracking a consistent technical engagement process with all supported customers.
• Excellent written and verbal communication skills as well as the ability to clearly articulate technical strategies, architecture and issues to both technical and non-technical audiences
• Positive, growth-oriented mindsetThrives in a matrixed, team environment anchored by ZEDEDA’s company values