Who We Are
Zadara’s Cloud Services platform brings award-winning infrastructure technology, including compute, storage, and networking, to where customers need it most". Zadara’s vision is to build and operate the largest global Edge Cloud Network to enable innovative technologies & services that improve the way the world communicates, works, heals, travels and plays. We have a global and diverse workforce that is growing as we expand our customer base. Together as a team we are making an impact on the Edge Cloud market.
Our Zadarian Culture
All Zadarians are finding their edge by living and breathing our core values; All Belonging, Accountable together, Exceptionally focused, Flexible, Trailbreaking, and Zealous.
We believe that good things happen to people and business in a culture of choice. Where diverse and individual needs, wants and wishes are respected and rewarded — where the possibilities are limitless. Here you can, breakout and breakthrough to do your best work.
What Diversity, Equity & Inclusion Mean to Us
We believe in the power of Diversity, Equity, and Inclusion (DEI). Members of our distributed team come from different geographies and cultural backgrounds and we serve a diverse population. Our commitment to DEI helps us design better products and services, and serve our employees, customers, and partners. Our commitment to Diversity, Equity and Inclusion is critical to our vision and to our impact, and helps us boost our perspective, creativity, and growth.
Your Team & Role :
The Technical Account Manager (TAM) serves as the primary point of contact and trusted advisor for customers. TAM is responsible for understanding customers technical needs, managing their accounts, and delivering exceptional service and support, acting as a liaison between the company and its customers. In this role, you will be the technical advisor and 'voice of the customer', you will help craft and execute strategies to drive our customers' adoption and use of Zadara products and services.Your technical acumen and customer-facing skills will enable you to effectively represent Zadara within a customer's environment, and drive discussions regarding incidents, support and risk management. The Technical Account Manager plays a critical role in ensuring the success and satisfaction of our customers.
Your day to day:
- Customer Relationship / Account Management:
- Build and maintain strong relationships with assigned customers.
- Act as the main technical point of contact for customers and advocate for their technical needs within the company.
- Understand the unique business and technical needs of each customer.
- Develop and maintain account plans, ensuring customer goals and expectations are met.
- Ensure customers realize the full value of their investment in the company's products or services.
- Technical Expertise:
- Possess a deep understanding of the company's products and services.
- Provide technical guidance and best practices to customers.
- Customer Success:
- Proactively evaluate the customers cloud environment, proposing optimization solutions, future needs planning, risk mitigation suggestions, etc.
- Daily follow open tickets daily and alert the support team if not being addressed sufficiently or timely.
- Assist with troubleshooting and resolving technical issues as they arise.
- Establish regular monitoring efforts of customer cloud utilization of the services, performance metering and health check / Issues.
- Manage and coordinate resolution for major incidents that may impact customer operations. Incidents may occur during off hours.
- Management of maintenance and versions
- Monitor and measure customer satisfaction and product usage.
- Collaboration:
- Work closely with sales, product development, and support teams to address customer needs.
- Communicate customer feedback and requirements to internal stakeholders.
- Documentation:
- Maintain detailed records of customer interactions, account information, and technical issues.
- Align and partner with global alliances leaders to ensure regional partner GTM initiatives that support the global and local strategy and goals.
What you bring:
- Fluent in English (read, write and speak).
- 5+ previous experience in a customer-facing role, such as account management or customer support.
- Excellent communication skills; active listener, clear and concise.
- Ability to communicate with people at all levels using the right communication method for the circumstance.
- Knowledge of storage technologies and protocols (RAID, NFS, SMB, iSCSI, FC).
- Able to learn fast and have a deep understanding of the company's products and services.
- Strong technical aptitude and the ability to understand and communicate technical concepts.
- Project and incident management skills.
- Problem-solving and analytical skills.
- The ability to work independently and as part of a team.
Your education:
- Bachelor's degree in a related field (e.g., Computer Science, Information Technology.)
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Zadara is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
