Senior Technical Account Manager

Scale Computing INC•Austin, TX

6h•Hybrid

About The Position

The Technical Account Manager role is our business and technical leader responsible for serving as a trusted advisor to Scale Computing’s largest and most complex enterprise customers. This role combines deep technical expertise across managed security services, hyperconverged infrastructure, and edge computing, with strong executive presence and acumen. The ideal candidate will lead high-touch customer engagement, translate business objectives into technical strategy, and partner cross-functionally to drive customer outcomes, retention, and long-term growth across their assigned distributed, enterprise-scale environments. This role is assigned to accounts as part of the Strategic Account Management team to foster the relationship between Scale Computing and the customer by providing a successful and interactive deployment, best practices, customer training, an escalation path for support and proactive customer check-ins to ensure that the deployments are running as expected. Additionally, our Technical Account Managers may be assigned proof of concept and pilot projects, large enterprise rollouts, special customer cases, work on services team projects, and generally assist as a technical resource. Technical Account Managers report to the Sr. Director of Strategic Accounts and requires a hybrid, on-site presence at one of our North America office locations multiple days per week, as well as periodic travel throughout the year for customer meetings.

Requirements

5-7 years of experience in Technical Account Management, Customer Success, or post-sales technical customer-facing support roles.
Exposure to enterprise or multi-site customer environments, particularly in retail, hospitality, or distributed operations.
CRM/Salesforce proficiency
Experience collaborating with Sales on renewals, expansions, and account strategy.
Familiarity with hyperconverged infrastructure, managed networking, or edge computing solutions.
Bachelor’s degree in a technical or business-related field, or equivalent experience.

Responsibilities

Experienced professional managing complex enterprise customer relationships, supporting retention, adoption, and account growth.
Able to act as a trusted technical advisor to IT and infrastructure stakeholders, translating business needs into actionable technical solutions.
Solid understanding of financial and operational aspects of customer accounts, including usage trends, renewals, and service consumption.
Support account lifecycle activities, including planning, success tracking, and documentation of key customer outcomes.
Monitor customer health and risk indicators, escalating issues as needed and providing recommendations to drive predictable results.
Strong hands-on knowledge of managed networking, hyperconverged infrastructure, hardware, virtualization, storage, Linux, Windows, Linux command line, and related third-party applications with the ability to explain technical tradeoffs and solutions to both technical and non-technical stakeholders.
Familiarity with edge computing, distributed systems, and managed services (including firewalls and security) in enterprise or multi-site environments.
Engage credibly with customer architects and engineers to implement solutions, troubleshoot issues, and contribute to technical discussions.
Support high-touch Technical Account Management or Customer Success initiatives for enterprise customers with distributed or complex footprints.
Assist in driving customer outcomes through adoption planning, lifecycle management, and proactive risk identification.
Provide input to Product, Engineering, and Services teams by sharing customer feedback, usage patterns, and market insights.
Work closely with Sales, Product Management, Engineering, Support, and Services to ensure a seamless customer experience.
Communicate effectively with internal and external stakeholders, escalating complex issues appropriately and providing clear recommendations.
Adapt to changing priorities and environments while balancing customer needs and internal requirements.
Participate in customer-facing communications such as QBRs, roadmap reviews, and adoption discussions.