Technical Account Manager

Scale Computing•Indianapolis, IN

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 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-scale environments. As part of the Strategic Account Management team, the role fosters customer relationships through successful, interactive deployments, best-practice guidance, customer training, support escalation paths, 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 American office multiple days per week, as well as 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.
Ability to manage complex enterprise customer relationships and support retention, adoption, and account growth.
Ability to act as a trusted technical advisor and translate business needs into technical solutions.
Understanding of the financial and operational aspects of customer accounts, including usage trends, renewals, and service consumption.
Ability to engage credibly with customer architects and engineers on solution implementation, troubleshooting, and technical discussions.
Ability to communicate effectively, adapt to changing priorities, and balance customer needs with internal requirements.

Nice To Haves

Exposure to 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.

Responsibilities

Serve as a trusted technical advisor to enterprise customers and translate business needs into actionable technical strategies and solutions.
Support customer retention, adoption, account growth, and lifecycle activities, including planning, success tracking, and documenting customer outcomes.
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, proactive check-ins, and a support escalation path.
Engage with customer architects and engineers to implement solutions, troubleshoot issues, and contribute to technical discussions.
Support customer outcomes through adoption planning, lifecycle management, and proactive risk identification.
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 such as QBRs, roadmap reviews, and adoption discussions.
May support proofs of concept and pilot projects, large enterprise rollouts, special customer cases, and services-team projects.