Technical Account Manager

Summary

Join ZEDEDA as a Technical Account Manager (EMEA) and play a pivotal role in managing and nurturing customer and OEM partner technical relationships. You will serve as the primary technical point of contact, ensuring successful deployment and support of ZEDEDA's Edge computing solutions. Responsibilities include guiding customers through implementation, troubleshooting issues, and identifying expansion opportunities. The ideal candidate will have extensive experience in edge computing, virtualization, and cloud technologies, along with strong communication and organizational skills. This position requires a proven track record of working in a matrix environment and collaborating with global teams. ZEDEDA offers a collaborative and inclusive work culture.

Requirements

• 15+ years of experience in large scale deployments, Virtualization, Containers, Edge Networking and Security, Relevant Edge Applications for the corresponding verticals and ability to understand Cloud based SaaS offerings
• Demonstrated industry recognized credibility in the O&G and Renewables, Industrial Automation, Retail and Automotive verticals
• 10+ years of experience in AI/ML workloads with emphasis on Edge AI solutions
• Required education and degree type: BS in Computer Science/Engineering or related field.  MS or higher preferred
• Experience engaging with large global enterprises
• Strong organizational and time management skills, possesses a sense of urgency
• Project a professional image and demonstrates technical acumen, driven to succeed
• Ability to interact effectively with senior business and technical managers and C-level executives
• Ability to travel up to 25-30% of time
• Availability to provide after-hours support on a scheduled / non-scheduled basis
• Demonstrated ability to foster collaboration and coordination with personal distributed across multiple global sites
• Highly data-driven with a dedication to following the process, ability to prioritize work within a demanding environment, and consistently delivering results
• Extensive experience in identifying key customer stakeholders to engage and build relationships without direct supervision
• Extensive experience in influencing teams across the organization to achieve desired customer outcomes
• Passionate about driving and tracking a consistent technical engagement process with all supported customers
• Excellent written and verbal communication skills as well as the ability to clearly articulate technical strategies, architecture and issues to both technical and non-technical audiences
• Positive, growth-oriented mindset
• Thrives in a matrixed, team environment anchored by ZEDEDA’s company values

Responsibilities

• Assist the Principal CSM in leading the company’s most strategic customer’s onboarding, adoption, and expansion experience motions
• Serve as the primary technical contact for customers with active contracts, providing expert guidance on their implementation, productization and optimization of ZEDEDA’s solutions
• Provide technical training and support to customer to maximize their use of ZEDEDA’s solutions
• Gather and relay customer feedback to the Product Management team to influence future product enhancements
• Document customer interactions, technical issues and resolutions
• Lead the technical aspects of Get Well and Escalation Plans definition and execution
• Perform regular Health Checks on customers with active contracts
• Assist the Principal CSM in the development and execution of Success Plans to ensure customers realize the value of their ZEDEDA investment
• Gain a deep understanding of typical technical challenges faced by our customers to appropriately map features in their Edge Computing environments, as well as provide proactive information, guidance, and support
• Proactively engage with other ZEDEDA groups in monitoring and resolving complex technical issues
• Be a Go-To customer expert on ZEDEDA Edge Computing solutions and become a Subject Matter expert over time
• Monitor performance metrics include CSAT, Renewal rate, Upsell / Cross-sell lead identification, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement
• Assist the Principal CSM in the delivery of Executive Business Reviews (Technical Services Reviews, Business Reviews, etc..) with the support and involvement of the 1Sales Team, Product Management, Engineering and other groups
• Work closely with the rest of the Customer Experience organization (Professional Services, Operational Support) and other key leadership in the Sales, Marketing, Support, Product Management and Legal organizations in driving a friction-less customer experience