Technical Account Manager

TensorWave•Las Vegas, NV

21d

About The Position

We are looking for a Technical Account Manager to independently own a portfolio of customer accounts and serve as the primary technical point of contact across the full customer lifecycle. Reporting into CX, our TAMs manage onboarding, adoption, expansion, and renewal for a mix of mid-market and enterprise customers running workloads on TensorWave’s infrastructure. This role sits at the intersection of technical depth and relationship management. You will develop tailored success plans aligned to customer business objectives, lead escalation coordination during critical incidents, and partner with Sales to identify expansion opportunities. Beyond your own accounts, you will contribute to the broader TAM team through knowledge sharing, process improvement, and mentorship of junior peers. If you thrive in fast-paced environments and want to be a trusted advisor to customers building at the frontier of AI, this role is for you.

Requirements

3+ years of experience in a technical, customer-facing role (solutions engineering, technical account management, customer success engineering, or similar)
Demonstrated independent ownership of enterprise customer relationships with measurable retention and expansion outcomes
Strong proficiency in Kubernetes administration, GPU workload scheduling, and multi-node cluster management
Ability to diagnose and resolve networking issues independently (BGP peering, RDMA/RoCE, optical link performance)
Solid understanding of distributed ML training frameworks (PyTorch, JAX) and inference serving patterns
Working knowledge of data center operations: power, cooling, hardware lifecycle, and maintenance windows
Experience leading customer-facing business reviews and producing executive-level status communications
Excellent written and verbal communication skills, particularly when engaging with both technical engineers and business stakeholders
Experience with ticketing and incident tracking systems (e.g., PagerDuty, Jira, or equivalent)

Nice To Haves

Experience in GPU cloud, HPC, or AI/ML infrastructure operations
Familiarity with AMD GPU platforms (MI300X, MI325X, MI355X) and the ROCm software ecosystem
Background with WEKA or parallel file systems in high-performance compute environments
Experience with ITIL or structured incident management and change management frameworks
Hands-on experience with monitoring and observability platforms (e.g., Grafana, Prometheus, or similar)
Scripting or automation skills (Python, Bash) for building operational tooling or customer-facing utilities
Background in cloud infrastructure providers (AWS, GCP, Azure, or neocloud/GPU cloud providers)

Responsibilities

Independently own 5-10 customer accounts across the full lifecycle: onboarding, adoption, expansion, and renewal
Develop and maintain account success plans that align TensorWave capabilities to customer roadmaps
Lead quarterly business reviews (QBRs) with customer engineering and management stakeholders
Monitor account health metrics (utilization, ticket volume, CSAT) and take corrective action before issues escalate
Identify and triage technical risks—underutilization, configuration drift, pending hardware end-of-life—before they become escalations
Coordinate cross-functional responses to P1/P2 incidents including NOC, Infrastructure, and Engineering teams
Produce customer-facing technical documentation: architecture diagrams, runbooks, migration plans, and post-incident reports
Perform root cause analysis on infrastructure incidents using logs, metrics, and tracing tools
Partner with Sales on upsell and expansion discussions; provide technical qualification for new workloads
Identify qualified expansion opportunities and support commercial conversations with technical depth
Contribute to the internal knowledge base; flag gaps in tooling or process to leadership with proposed solutions
Mentor TAM peers on technical topics and account management best practices
Participate in internal enablement sessions and share learnings from customer engagements

Benefits

Stock Options
100% paid Medical, Dental, and Vision insurance for Employees
Company Health Savings Account Contributions
100% paid Short Term and Long Term Disability Insurance for Employees
Life and Voluntary Supplemental Insurance Options
Other Insurance Options, such as Pet & Legal Insurance
Various Supplementary Health Benefits, such as discounted Virtual Healthcare Appointments and Serious Illness Support
Flexible Spending Account
401(k)
Employee Assistance Program
Flexible PTO
Paid Holidays
Parental Leave
Other In-Office Perks