Technical Account Manager

Scale Computing INC•Austin, TX

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 across managed security services, hyperconverged infrastructure, and edge computing with executive presence and business acumen. The Technical Account Manager leads high-touch customer engagement, translates business objectives into technical strategy, and partners across the company 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, interactive deployments, best-practice guidance, customer training, a support escalation path, and proactive check-ins. Assignments may also include proof-of-concept and pilot projects, 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 American office multiple days per week, plus 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.
Experience managing complex enterprise customer relationships and supporting retention, adoption, and account growth.
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.
Ability to engage credibly with customer architects and engineers to implement solutions, troubleshoot issues, and contribute to technical discussions.
Experience supporting enterprise or multi-site customer environments, preferably in retail, hospitality, or distributed operations.
CRM/Salesforce proficiency.
Experience collaborating with Sales on renewals, expansions, and account strategy.
Bachelor’s degree in a technical or business-related field, or equivalent experience.
Ability to work on-site at a North American office multiple days per week and travel periodically for customer meetings.

Nice To Haves

Familiarity with edge computing, distributed systems, and managed services, including firewalls and security, in enterprise or multi-site environments.
Familiarity with hyperconverged infrastructure, managed networking, or edge computing solutions.

Responsibilities

Serve as a trusted technical advisor to enterprise customers and translate their business needs into actionable technical solutions.
Lead high-touch customer engagement and support customer outcomes, adoption, retention, and long-term account growth.
Support successful and interactive deployments by providing best practices, customer training, support escalation, and proactive customer check-ins.
Support account lifecycle activities, including planning, success tracking, and documentation of customer outcomes.
Monitor customer health, usage trends, renewals, service consumption, and risk indicators; escalate issues and recommend actions.
Engage with customer architects and engineers to implement solutions, troubleshoot issues, and contribute to technical discussions.
Contribute customer feedback, usage patterns, and market insights to 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 QBRs, roadmap reviews, and adoption discussions.
Work on proof-of-concept and pilot projects, large enterprise rollouts, special customer cases, and services team projects as assigned.
Travel periodically for customer meetings.