Technical Account Manager

Fluidstack; United Kingdom; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading company in AI Cloud Platform is seeking a Technical Account Manager to serve as a trusted advisor for strategic customers in the EMEA region. The role involves building relationships, managing support requests, and ensuring customer success. Ideal candidates will have a strong technical background and excellent communication skills, with a focus on cloud infrastructure and customer satisfaction. This position offers a significant impact opportunity in a remote-first environment with various benefits.

Benefits

Health insurance

Dental insurance

Vision insurance

Generous PTO policies

Retirement or pension plans

Remote-first environment

Qualifications

• 5+ years in a customer-facing technical role.
• Strong understanding of cloud architecture and DevOps practices.

Responsibilities

• Build and maintain strong customer relationships.
• Manage support requests and ensure timely resolution.
• Translate technical concepts into actionable insights.

Skills

Communication

Problem Solving

Customer Success

Education

Bachelor’s degree in Computer Science

Bachelor’s degree in IT

Bachelor’s degree in Engineering

Tools

Docker

Kubernetes

Terraform

CloudFormation

Job description

Fluidstack is the AI Cloud Platform. We build GPU supercomputers for top AI labs, governments, and enterprises. Our customers include Mistral, Poolside, Black Forest Labs, Meta, and more.

Our team is small, highly motivated, and focused on providing a world-class supercomputing experience. We put our customers first in everything we do, working hard to not just win the sale but to earn repeated business and referrals.

We hold ourselves and each other to high standards. We expect you to care deeply about your work, the products you build, and the customer experience in every interaction.

You must work hard, take ownership from start to finish, and approach every problem with an open mind and positive attitude. We value effectiveness, competence, and a growth mindset.

Overview:

We are hiring our first Technical Account Manager (TAM) to serve as a trusted advisor and strategic partner for our largest and most strategic customers in the EMEA region.

In this role, you will build and maintain strong, long-lasting customer relationships, manage support requests, design proactive triage systems, and ensure seamless communication with clients.

Supported by Forward Deployed Engineers (FDEs) who act as technical contacts, the TAM will own service escalations and communication, working closely with FDEs to meet SLAs, optimize customer experiences, and drive successful outcomes.

Our TAMs are available during customer working hours, with occasional outside-hours availability for critical support.

If you are passionate about AI, cloud infrastructure, and customer success, this role offers a significant impact opportunity.

Focus:

• Act as the primary contact and advocate for our customers, obsessing over their needs and ensuring their success with our cloud platform.
• Oversee and prioritize support requests, collaborating with technical support and engineering teams to ensure timely resolution. Provide hands-on troubleshooting, escalate complex issues, and keep customers informed.
• Partner with customers on onboarding, data migration, and operational improvements.
• Conduct business reviews to assess performance, identify improvements, and align solutions with evolving needs. Communicate clearly and effectively with customers and stakeholders.
• Translate technical concepts into actionable insights, ensuring understanding and alignment.
• Stay informed about industry trends and emerging technologies to proactively suggest innovative solutions.
• Represent the voice of the customer internally to improve products, services, and support processes.

Qualifications:

• Bachelor’s degree in Computer Science, IT, Engineering, or related field (or equivalent experience).
• 5+ years in a customer-facing technical role such as TAM, Solutions Architect, or Cloud Support Engineer.
• Strong understanding of cloud architecture, DevOps practices, and tools like Docker, Kubernetes, SLURM, CI/CD, Terraform, or CloudFormation.
• Exceptional communication skills, able to explain technical concepts to technical and non-technical audiences.
• Experience with project management, cloud migration, or enterprise support is advantageous.
• Proven ability to manage complex support requests, anticipate customer needs, and develop innovative support systems, maintaining a customer-first approach in a fast-paced environment.

Exceptional candidates may also have:

• Startup experience at early-stage companies.
• System design expertise with impact on business or technical outcomes.
• Experience scaling roles and responsibilities.
• Strong problem-solving skills and quick iteration capabilities.
• Hands-on experience with cloud platforms like AWS, Google Cloud, Azure, etc.
• Proficiency in scripting/programming languages such as Python, Java, PowerShell.

Additional benefits include:

• Retirement or pension plans in line with local norms.
• Health, dental, and vision insurance.
• Generous PTO policies.
• Remote-first environment with access to WeWork for non-office locations.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Sales, IT, Customer Service

Industries

• Software Development