Technical Account Manager (TAM)

795b0fc78924510bbd095de6fe06799b; London; Remote; GBP 40,000 - 80,000; Full time

Job description

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About Fluidstack

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 win repeated business and customer referrals.

We hold ourselves and each other to high standards. We expect you to care deeply about the work you do, the products you build, and the experience our customers have in every interaction with us.

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

Overview:
We are seeking a skilled Technical Account Manager (TAM) to serve as a trusted advisor and strategic partner to our diverse customer base. In this role, you will be responsible for building and maintaining strong, long-lasting customer relationships, managing support requests, designing proactive triage systems, and ensuring seamless communication between our company and our clients. You will work closely with cross-functional teams to deliver exceptional technical guidance, optimize customer experiences, and drive successful outcomes. If you are passionate about Artificial Intelligence, cloud infrastructure, and customer success, this is an opportunity to make a significant impact.

Focus

1. Act as the primary point of contact and advocate for assigned customers in a geographic region, obsessing over their needs and ensuring their success with our cloud platform.
2. Oversee and prioritize incoming support requests, collaborating with technical support and engineering teams to ensure timely resolution. Provide hands-on assistance to troubleshoot issues, escalating complex cases as needed while keeping customers informed throughout the process.
3. Partner with customers to plan and execute onboarding, data migration, and ongoing operational improvements.
4. Conduct regular business reviews with customers to assess performance, identify opportunities for improvement, and align solutions with their evolving needs. Deliver clear, concise, and impactful communications to customers and internal stakeholders. Translate complex technical concepts into actionable insights, ensuring alignment and understanding.
5. Stay ahead of industry trends and emerging technologies to proactively recommend innovative solutions to customers.
6. Represent the voice of the customer internally, providing feedback to improve products, services, and support processes.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).
• 3+ years of experience in a customer-facing technical role, such as Technical Account Manager, Solutions Architect, or Cloud Support Engineer.
• Strong understanding of cloud architecture, DevOps practices, and tools such as Docker, Kubernetes, SLURM, CI/CD pipelines, or Infrastructure as Code (e.g., Terraform, CloudFormation).
• Exceptional communication and interpersonal skills, with the ability to explain complex technical concepts to both technical and non-technical stakeholders.
• Experience with project management, cloud migration, or enterprise support is a plus.
• Demonstrated ability to manage complex support requests, anticipate customer needs, and develop innovative support systems to enhance service delivery. Must be able to manage multiple priorities in a fast-paced environment while maintaining a customer-first mindset.
• Comfortable working extended hours in an on-call format when required (Europe/U.S. time zones).

Exceptional candidates have one or more of the following experiences:

1. Startup Experience: Worked at an early-stage company (pre-Series A or Series A).
2. System Design Expertise: Designed and implemented end-to-end systems (e.g., software, support, infrastructure, workflows) from the ground up, with demonstrable impact on business or technical outcomes.
3. Role Scaling Experience: Successfully expanded the scope of your responsibilities in a previous position, growing your impact through increased ownership, team collaboration, or system expansion (e.g., scaled a prototype to production, grew a process to serve 10x users).
4. Problem-Solving Mindset: Strong ability to break down complex challenges, devise practical solutions, and iterate quickly based on feedback or data.

Benefits

• Competitive total compensation package (cash + equity).
• Retirement or pension plan, in line with local norms.
• Health, dental, and vision insurance.
• Generous PTO policy, in line with local norms.
• Fluidstack is remote first, but has offices in key hubs. For all other locations, we provide access to WeWork.