Technical Account Manager

Summary

Join Voltage Park, a company focused on making machine learning infrastructure accessible, as a Technical Account Manager (TAM) in San Francisco. As the primary point of contact for customers, you will build relationships, resolve challenges, and identify growth opportunities. You will collaborate with Sales and Engineering teams to ensure a seamless customer experience. This is a remote role based in the Bay Area. The ideal candidate has a passion for technology, strong customer relationship skills, and excels at guiding customers to maximize their cloud infrastructure investments. You will be responsible for onboarding, providing technical guidance, and driving customer engagement and satisfaction.

Requirements

• 4+ years of experience in a customer success or customer facing role, with a clear track record of success in managing customer relationships and driving retention and growth
• Cloud Infrastructure Experience: Prior experience working in a cloud infrastructure company, with a solid understanding of the unique challenges and goals of a customer success program in this environment
• Ability to work with engineering teams and explain complex technical concepts to non-technical stakeholders
• Ask the right questions to understand people’s underlying needs and can lead internal teams to deliver on those
• Exceptional communication, presentation, and interpersonal skills
• Extremely organized — you're able to balance many moving pieces across the various customers in your portfolio, and have a proven project management track record
• Process Improvement: Experience in designing and leading the implementation of new processes, with a focus on operationalizing them within a team or organization
• Data-Driven Decision-Making: Proficient in using advanced data analytics platforms to create dashboards and leverage KPIs for executive reporting, strategic decision-making, and continuous improvement

Responsibilities

• Build and maintain trusted relationships with customers, acting as the primary point of contact for their needs
• Host regular, data-driven partnership reviews with key customers
• Deliver exceptional customer outcomes, as demonstrated by production customer deployments, increased adoption, and customer satisfaction
• Act as the primary owner of the onboarding process, ensuring technical and operational readiness with internal teams while meeting customer expectations
• Serve as the voice of the customer and provide internal feedback on how we can better serve customers to maximize value and retention
• Proactively understand customer use cases and co-design solutions tailored to their needs, enabling them to maximize the value of our platform
• Provide guidance on optimizing workloads, scaling infrastructure, and leveraging our GPU capabilities for specific AI, ML, or HPC workflows
• Drive Customer Engagement: Develop strategies for product onboarding, adoption, and retention, focusing on educating customers, overcoming barriers, and enhancing satisfaction and loyalty
• Monitor and Improve Performance: Track key performance indicators (KPIs) such as customer satisfaction, churn rate, and customer lifetime value. Use these insights to continuously refine strategies and processes
• Strategic Leadership: Collaborate with the Director of Customer Experience to execute strategic initiatives. Provide data-driven insights and stay updated on industry trends to recommend improvements and maintain a competitive edge

Preferred Qualifications

Experience in High-Growth Environments: Experience working in rapidly scaling companies or startups, where agility and adaptability are critical for success

Benefits

This is a remote role, but you must be based in the Bay area