Technical Account Manager

Voltage Park•San Francisco, CA

128d•Remote

About The Position

Voltage Park is on a mission to make machine learning infrastructure accessible to all, from large enterprises and research universities, to seed-stage startups and nonprofits. We believe that providing seamless access to compute with pricing and inventory transparency is the future of access to GPUs. As part of this effort, we are seeking a Technical Account Manager to drive the success of customers using our GPU infrastructure. The ideal candidate is passionate about technology, skilled at building strong customer relationships, and excels at guiding customers to maximize the value of their cloud infrastructure investments. As a TAM, you will act as the primary point of contact for our portfolio of customers, ensuring their needs are met, challenges are resolved, and growth opportunities are identified. You will collaborate cross-functionally with Sales and Engineering teams to deliver a seamless customer experience. This is a fully remote position, although candidates must be based in the continental United States.

Requirements

4+ years of experience in a customer success or customer facing role, with a clear track record of success in managing customer relationships and driving retention and growth
Cloud Infrastructure Experience: Prior experience working in a cloud infrastructure company, with a solid understanding of the unique challenges and goals of a customer success program in this environment.
Ability to work with engineering teams and explain complex technical concepts to non-technical stakeholders
Ask the right questions to understand people’s underlying needs and can lead internal teams to deliver on those
Exceptional communication, presentation, and interpersonal skills
Extremely organized — you're able to balance many moving pieces across the various customers in your portfolio, and have a proven project management track record
Process Improvement: Experience in designing and leading the implementation of new processes, with a focus on operationalizing them within a team or organization
Data-Driven Decision-Making: Proficient in using advanced data analytics platforms to create dashboards and leverage KPIs for executive reporting, strategic decision-making, and continuous improvement

Nice To Haves

Experience in High-Growth Environments: Experience working in rapidly scaling companies or startups, where agility and adaptability are critical for success.

Responsibilities

Build and maintain trusted relationships with customers, acting as the primary point of contact for their needs.
Host regular, data-driven partnership reviews with key customers
Deliver exceptional customer outcomes, as demonstrated by production customer deployments, increased adoption, and customer satisfaction.
Act as the primary owner of the onboarding process, ensuring technical and operational readiness with internal teams while meeting customer expectations
Serve as the voice of the customer and provide internal feedback on how we can better serve customers to maximize value and retention
Proactively understand customer use cases and co-design solutions tailored to their needs, enabling them to maximize the value of our platform
Provide guidance on optimizing workloads, scaling infrastructure, and leveraging our GPU capabilities for specific AI, ML, or HPC workflows
Drive Customer Engagement: Develop strategies for product onboarding, adoption, and retention, focusing on educating customers, overcoming barriers, and enhancing satisfaction and loyalty.
Monitor and Improve Performance: Track key performance indicators (KPIs) such as customer satisfaction, churn rate, and customer lifetime value. Use these insights to continuously refine strategies and processes.
Strategic Leadership: Collaborate with the Director of Customer Experience to execute strategic initiatives. Provide data-driven insights and stay updated on industry trends to recommend improvements and maintain a competitive edge.