Technical Account Manager, TAM - Global Marquee Accounts
Tetrate is looking for our first Technical Account Manager, TAM - Global Marquee Accounts dedicated to our growing portfolio of enterprise customers. This is a new role that will set the standard for a new team, a successful candidate will have the opportunity to take on a leadership role as Tetrate and the team grows. We seek an ambitious individual who thrives in fast execution, can overcome ambiguity, and is a self-starter.
Responsibilities
- Position Tetrate for account expansion, by helping customers' achieve their objectives with Tetrate products, and uncovering new opportunities
- Own Tetrate's relationship with the customer technology leadership and implementation team, earn their trust, demonstrate Tetrate ROI, and drive product success as the “trusted technology strategy advisor”—backed by Tetrate's executive, R&D, sales, services, and support teams
- Support Tetrate customers throughout their journey, from planning, through implementation, and structuring design partnerships to exploring future product capabilities
- Build the customer implementation & adoption playbook from your first-hand learnings as well as cross-functional internal expertise for the broader customer base
- Run Tetrate's post-sales program for marquee enterprise customers
- Tailor post-sales program to customer business goals, including check-ins, QBRs, upgrades scheduling, customer education initiatives
- Work alongside the Customer Engineering team to project-manage professional service delivery
- Help PM collect, organize, and assess customer requests
- Help the field teams identify new use cases and upsell opportunities
- Lead bi-directional communication with customers' working team and executive stakeholders
- Identify and drive strategic discussions across customer users and buyers
- Author customer-facing messages to represent Tetrate PoV
- Collect, synthesize, and act on customer feedback
- Anticipate customer needs based on an in-depth understanding of customer context, proactively marshall resources to prevent issues
Success Criteria
- Successful implementation of Tetrate's platform, achievement of production use cases, and breadth of user adoption
- Customers' realization and recognition of Tetrate ROI
- Growth in NDR (net dollar retention) for customer accounts
Required Skills
- Track record of working cross-functionally to leverage the “best of” internal expertise for customers' success
- Proven expertise in building customer trust and influencing decision-makers consultatively in prior positions
- Track record of building, tracking, and facilitating the execution of complex plans with multiple workstreams and dependencies
- Fluency in modern infrastructure and DevOps technologies including: Container orchestration, networking, CI/CD tooling, observability, and security
- Nice-to-have: Infrastructure or network architecture advisory experience
- Not necessary: Hands-on software engineering skills
Qualifications
- Prior experience in technical customer success, solution engineering, or solution architecture
- Engineering undergraduate degree or equivalent professional experience required
- MBA or equivalent advanced degree a plus
- Consulting experience a plus
Location: We are a globally distributed company that is fully remote, however, this role needs to be filled in the United States, on the East Coast ideally.