Senior Technical Account Manager

Meyandy LLC; Berlin; Vor Ort; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

Clera in Berlin seeks a Senior Technical Account Manager to partner with strategic accounts, drive adoption of an open-source AI engineering platform, and guide customers from prototype to production. You will own onboarding, success planning, and deep dives into AI architectures, while partnering with engineering and product teams to translate feedback into improvements.

The role emphasizes hands-on production support for LLM/AI deployments, observability, and collaboration across a small,

Qualifikationen

• 5+ years of experience in technical account management, solutions engineering, or customer-success engineering for enterprise customers (SaaS or OSS).
• Familiarity with observability, tracing, and monitoring for distributed systems or ML services.
• Experience supporting production LLM/AI applications or developer-facing AI platforms.

Aufgaben

• Own 10–20 strategic accounts — lead onboarding, success planning, and deep-dives into customers' AI architectures; drive adoption and expansion across the full lifecycle.
• Guide production readiness — advise on instrumentation strategy, evaluation setup, data modeling, security and privacy, and operational playbooks.
• Troubleshoot and unblock — debug SDK/API integrations, support self-hosted deployments, and own incident response with engineering teams.
• Drive net revenue retention (NRR) — identify expansion opportunities, manage churn risk proactively, and report on customer health metrics.
• Be the voice of the customer — synthesize feedback from strategic accounts into actionable product insights and partner with engineering and product teams.
• Create scalable assets — write integration guides, runbooks, and technical documentation for the broader customer base and open-source community.
• Engage the community — contribute to open-source community support and evangelism where relevant.

Kenntnisse

Technical account management

Solutions engineering

Customer-success engineering

Observability

Cross-functional collaboration

Ausbildung

Bachelor's degree in CS/Engineering or related field

Tools

ClickHouse

Docker

Kubernetes

Jobbeschreibung

About the Role

You will be the primary technical partner for the most strategic accounts at a fast-growing, open-source AI engineering platform — think of it as the observability layer for the LLM era. Your mission is to make top customers impossible to churn: driving adoption, delivering outcomes, and creating a tight feedback loop back to product and engineering. You understand AI architectures deeply enough to have opinions. You write documentation that engineers actually follow. You close loops rather than elevate them.

About the Company

This is a seed-stage (Series A/B trajectory), engineering-heavy startup in the open-source AI/ML developer tooling space. The platform helps teams trace, evaluate, monitor, and debug LLM applications and AI agents across the full development lifecycle — from prototype to production. It is widely adopted across the enterprise and developer communities, and recently joined forces with a major analytics infrastructure company.

What You'll Do

• Own 10–20 strategic accounts — lead onboarding, success planning, and deep dives into customers' AI architectures; drive adoption and expansion across the full lifecycle.
• Guide production readiness — advise on instrumentation strategy, evaluation setup, data modeling, security and privacy, and operational playbooks.
• Troubleshoot and unblock — debug SDK/API integrations, support self-hosted deployments, and own incident response alongside engineering teams.
• Drive net revenue retention (NRR) — identify expansion opportunities, manage churn risk proactively, and report on customer health metrics.
• Be the voice of the customer — synthesize feedback from strategic accounts into actionable product insights and partner closely with engineering and product teams.
• Create scalable assets — write integration guides, runbooks, and technical documentation that benefit the broader customer base and open-source community.
• Engage the community — contribute to open-source community support, issue triage, and evangelism where relevant.

What We're Looking For

• 5+ years of experience in technical account management, solutions engineering, or customer-success engineering supporting enterprise customers (SaaS or OSS)
• Right to work in the EU without visa sponsorship (sponsorship is not available)
• Availability to work EU time zones and ability to be present in the Berlin office approximately one week per month
• Hands‑on experience supporting production LLM/AI applications or developer-facing AI platforms (integrations, prompt management, model evaluation, production troubleshooting)
• Experience with observability, tracing, and monitoring for distributed systems or ML services (distributed tracing, metrics, logging, APM) and applying those signals to reduce customer risk
• Proven track record improving NRR through technical enablement, outcome-focused engagements, and proactive risk management — with concrete examples and metrics
• Strong ability to troubleshoot SDK/API integrations, debug production issues, and support self-hosted deployments
• Familiarity with ClickHouse or other columnar/analytics databases and experience working with large-scale telemetry or metrics data
• Fluent English with excellent written and verbal communication; ability to present technical concepts to both engineering and executive stakeholders
• Experience working cross-functionally with engineering and product in a small, engineering-heavy organisation
• Nice to Have: Experience engaging open‑source communities at scale (issue triage, documentation, community evangelism)
• Nice to Have: Familiarity with cloud infrastructure and containerisation (Docker, Kubernetes) and experience supporting customer deployments in cloud or on‑prem environments
• Nice to Have: Bachelor's degree in Computer Science, Engineering, or a related technical field — or equivalent practical experience
• Nice to Have: Background at companies in the AI/ML observability, developer tooling, or data i…

Senior Technical Account Manager — Clera, Berlin.