Technical Account Manager

Scale Computing•Austin, TX

1d•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 strong executive presence and business acumen. The Technical Account Manager leads high-touch customer engagement, translates business objectives into technical strategy, and works across teams to support customer outcomes, retention, and long-term growth in distributed, enterprise-scale environments. As part of the Strategic Account Management team, the role helps build customer relationships and supports successful deployments through best practices, customer training, an escalation path for support, and proactive check-ins. Assignments may also include proofs of concept and pilot projects, large enterprise rollouts, special customer cases, services team projects, and other technical support. The position reports to the Senior Director of Strategic Accounts and requires a hybrid, on-site presence at a North America office multiple days per week, plus periodic travel 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.
Understanding of financial and operational aspects of customer accounts, including usage trends, renewals, and service consumption.
Ability to adapt to changing priorities and balance customer needs with internal requirements.

Nice To Haves

Experience with 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.
Familiarity with edge computing, distributed systems, and managed services, including firewalls and security.

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 account lifecycle activities, including planning, success tracking, and documenting customer outcomes.
Monitor customer health and risk indicators, escalate issues, and recommend actions to drive predictable results.
Support successful deployments through best practices, 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.
Support adoption planning, lifecycle management, and proactive risk identification for enterprise customers with distributed or complex environments.
Share customer feedback, usage patterns, and market insights with Product, Engineering, and Services teams.
Collaborate with Sales, Product Management, Engineering, Support, and Services to provide a seamless customer experience.
Communicate with internal and external stakeholders, escalate complex issues appropriately, and provide clear recommendations.
Participate in customer-facing communications, including QBRs, roadmap reviews, and adoption discussions.
Work on assigned proofs of concept and pilot projects, large enterprise rollouts, special customer cases, and services team projects.