Technical Account Manager (Remote)

📋 Description

• • As a Technical Account Manager (TAM) at Percona, you will be the primary technical advocate and trusted advisor for a dedicated portfolio of Percona's most significant and complex customers. This pivotal role involves deeply understanding each customer's unique technical landscape, business objectives, and database challenges to proactively guide them towards successful outcomes.
• • You will serve as the central point of contact, fostering strong, collaborative relationships with key stakeholders within customer organizations, ranging from database administrators and engineers to IT managers and directors. Your ability to build rapport and communicate effectively will be paramount in establishing Percona as an indispensable partner.
• • A core responsibility is to act as a bridge between customer needs and Percona's extensive resources. This includes orchestrating and overseeing the delivery of consulting projects, ensuring seamless integration with Percona's support services, and proactively managing the lifecycle of support tickets.
• • You will be responsible for coordinating status updates and project milestones, ensuring that customers are consistently informed of progress, potential roadblocks, and resolutions through regular, structured communication cadences.
• • Collaboration with the Consulting Operations team is essential. You will partner closely to initiate new projects for your top-tier clients, meticulously ensuring that the correct technical resources are assigned, project timelines are realistic and adhered to, and that project deliverables align with customer expectations.
• • Your day-to-day activities will involve intensive engagement both internally and externally to guarantee that the technical goals of your assigned customers are not just met, but exceeded. You will co-own their technical success, working hand-in-hand with the broader Global Services organization to deliver exceptional value.
• • You will act as a critical escalation point for customers, adeptly navigating and resolving complex support issues and consulting project challenges with a calm, methodical approach.
• • A key aspect of the role is identifying opportunities for growth within your customer accounts. This involves recognizing unmet needs, potential for expanded service adoption, and providing valuable, actionable feedback to the Customer Success and Sales teams to inform strategic account planning.
• • You will be instrumental in guaranteeing the technical integrity and success of customer implementations. This requires providing essential documentation, expert technical guidance, and ensuring that Percona's solutions are optimally configured and utilized.
• • Furthermore, you will ensure that customer-specific technical documentation is meticulously created and maintained. This documentation serves as a vital knowledge base for Percona's Technical Delivery teams, facilitating efficient and effective service delivery.
• • By channeling feedback from customers and partners, you will play a crucial role in shaping Percona's product roadmap. Your insights will directly influence the improvement of product features and service offerings, ensuring Percona remains at the forefront of open-source database solutions.
• • This role demands a proactive, strategic mindset, moving beyond reactive problem-solving to anticipate future needs and opportunities. You will be empowered to influence customer strategy and drive continuous improvement in their database environments.
• • You will leverage your deep technical understanding to articulate the value proposition of Percona's comprehensive suite of open-source database solutions, including MySQL, PostgreSQL, and MongoDB, across various architectures and cloud platforms.
• • The ability to manage multiple priorities, complex projects, and demanding customer expectations simultaneously is critical for success in this dynamic, client-facing position.
• • You will contribute to a culture of knowledge sharing and continuous learning, both within your team and across the wider Percona organization, fostering an environment where expertise is valued and collaboration thrives.