Seeking a Technical Account Manager

As a Technical Account Manager, you will drive the maximum adoption of products and identify expansion opportunities via high-value relationships with our customers, ensuring they remain successful by realizing the full value of their investment with us.
We are looking for a Technical Account Manager who will advocate our mid-market and large enterprise customers. Own both the overall relationship with customers and their success, while increasing adoption and ensuring retention and satisfaction. Through on-boarding, training, check-ins and account reviews, we constantly keep a sharp eye on churn indicators.
Your Responsibilities
●Own both overall relationship with customers and their success while increasing adoption and ensuring retention and satisfaction
●Onboard customers by providing training, setting up features and integrations into the customer infrastructure/ecosystem
●Develop, prepare, and nurture customers for advocacy
●Work with customers to establish critical goals and other key performance indicators, and aid the customer in achieving their goals as well as identifying and/or developing up-sell opportunities
●Work closely with Product, Sales, Support and Development teams to quickly onboard customers, define success criteria and surface issues before they materialize
●Develop scalable methods for communicating best practices to customers
●Work closely with Sales to drive renewals and add-ons for customers
●Serve as an escalation point for customer issues
●Strategically funnel customer feedback to Product Management, advocating internally on behalf of your customer's needs to help influence the product map where relevant
●Monitor and maintain client health score and proactively drive action to reduce churn risk
●Facilitate Quarterly Business Reviews
Your Background
●5+ years of experience within a SaaS/PaaS company as a Technical Account Manager, Sales Engineer, DevOps, SysAdmin or Support role
●Demonstrated track record of owning customer relationships, including implementation, renewal, and up-sell
●Familiar with Docker, Kubernetes, OpenShift and CI/CD concepts
●Entrepreneurial approach to work, with a high degree of autonomy and self-motivation
●Ability to quickly come up to speed on technology in order to successfully demo our tools and services while articulating product benefits and business value
●Excellent interpersonal/customer relations skills with particular regard to strategic relationships; clear and concise verbal and written communicator
●Proven track record leading customer engagements with demonstrated ability to understand technical concepts, guide strategy and deliver positive results for customers
●Experience with Salesforce.com, Totango, Gainsight and SaaS monitoring platforms
●Self-starter who thrives under ambiguity in a fast-paced, deadline-oriented startup environment
●Proven ability to manage multiple projects at a time while paying strict attention to detail
●Ability to deliver results across multiple initiatives that include increasing revenue growth, customer satisfaction, feature adoption and retention
Desired Qualifications
●Experience in pre-sales is highly preferred
●Experience with Prometheus, Grafana, Kafka, Cassandra, Jenkins