Technical Account Manager

Scale Computing INC•Indianapolis, IN

2d•Hybrid

About The Position

Scale Computing is seeking a Technical Account Manager to serve as a business and technical leader and trusted advisor to its largest and most complex enterprise customers. The role combines technical expertise in managed security services, hyperconverged infrastructure, and edge computing with executive presence and customer acumen. The Technical Account Manager leads high-touch customer engagement, translates business objectives into technical strategy, and works cross-functionally to support customer outcomes, retention, and long-term growth across distributed enterprise environments. As part of the Strategic Account Management team, this role fosters customer relationships through successful deployments, best-practice guidance, customer training, support escalation, and proactive check-ins. Assignments may also include proofs of concept and pilots, large enterprise rollouts, special customer cases, services-team projects, and other technical support. The position reports to the Sr. Director of Strategic Accounts and requires a hybrid, on-site presence at a North America office multiple days per week, with periodic travel during 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.
Strong hands-on knowledge of managed networking, hyperconverged infrastructure, hardware, virtualization, storage, Linux, Windows, Linux command line, and related third-party applications.
Ability to explain technical tradeoffs and solutions to technical and non-technical stakeholders.
Familiarity with edge computing, distributed systems, and managed services, including firewalls and security, in enterprise or multi-site environments.
Ability to engage credibly with customer architects and engineers on solution implementation, troubleshooting, and technical discussions.
Experience supporting enterprise customers with distributed or complex environments.
CRM/Salesforce proficiency.
Bachelor’s degree in a technical or business-related field, or equivalent experience.

Nice To Haves

Exposure to enterprise or multi-site customer environments, particularly in retail, hospitality, or distributed operations.
Experience collaborating with Sales on renewals, expansions, and account strategy.
Familiarity with hyperconverged infrastructure, managed networking, or edge computing solutions.

Responsibilities

Serve as a trusted technical advisor to enterprise customers and translate business needs into actionable technical solutions.
Support customer retention, adoption, account growth, and lifecycle activities, including planning, success tracking, and outcome documentation.
Monitor customer health and risk indicators, escalate issues as needed, and recommend actions to drive predictable results.
Support successful deployments through best-practice guidance, customer training, support escalation, and proactive customer check-ins.
Engage with customer architects and engineers to implement solutions, troubleshoot issues, and contribute to technical discussions.
Participate in customer communications such as QBRs, roadmap reviews, and adoption discussions.
Collaborate with Sales on renewals, expansions, and account strategy.
Share customer feedback, usage patterns, and market insights with Product, Engineering, and Services teams.
Work with Sales, Product Management, Engineering, Support, and Services to provide a seamless customer experience.
Communicate recommendations and escalate complex issues appropriately to internal and external stakeholders.
Contribute to proofs of concept, pilot projects, large enterprise rollouts, special customer cases, and services-team projects.