Technical Account Manager

Voltage Park, Inc.; San Francisco (CA); Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a passionate Technical Account Manager to enhance customer success in utilizing GPU infrastructure. This role involves building strong relationships, guiding clients through onboarding, and ensuring they maximize the value of their cloud investments. You will collaborate with cross-functional teams to deliver exceptional customer outcomes, leveraging your expertise in cloud infrastructure and data analytics. If you thrive in a dynamic environment and are dedicated to customer satisfaction, this opportunity is perfect for you to make a significant impact.

Qualifications

• 4+ years in a customer-facing role with a track record in retention.
• Experience in cloud infrastructure and managing customer relationships.

Responsibilities

• Build and maintain trusted relationships with customers.
• Monitor KPIs like customer satisfaction and churn rate.
• Drive strategies for product onboarding and customer engagement.

Skills

Customer Relationship Management

Cloud Infrastructure Knowledge

Data Analytics

Project Management

Communication Skills

Technical Concept Explanation

Process Improvement

Tools

Data Analytics Platforms

Job description

Voltage Park is on a mission to make machine learning infrastructure accessible to all, from large enterprises and research universities, to seed-stage startups and nonprofits. We believe that providing seamless access to compute with pricing and inventory transparency is the future of access to GPUs. As part of this effort, we are seeking a Technical Account Manager in San Francisco to drive the success of customers using our GPU infrastructure. The ideal candidate is passionate about technology, skilled at building strong customer relationships, and excels at guiding customers to maximize the value of their cloud infrastructure investments.

As a TAM, you will act as the primary point of contact for our portfolio of customers, ensuring their needs are met, challenges are resolved, and growth opportunities are identified. You will collaborate cross-functionally with Sales and Engineering teams to deliver a seamless customer experience.

This is a remote role, but you must be based in the Bay area.

What You’ll Do

1. Build and maintain trusted relationships with customers, acting as the primary point of contact for their needs.
2. Host regular, data-driven partnership reviews with key customers.
3. Deliver exceptional customer outcomes, as demonstrated by production customer deployments, increased adoption, and customer satisfaction.
4. Act as the primary owner of the onboarding process, ensuring technical and operational readiness with internal teams while meeting customer expectations.
5. Serve as the voice of the customer and provide internal feedback on how we can better serve customers to maximize value and retention.
6. Proactively understand customer use cases and co-design solutions tailored to their needs, enabling them to maximize the value of our platform.
7. Provide guidance on optimizing workloads, scaling infrastructure, and leveraging our GPU capabilities for specific AI, ML, or HPC workflows.
8. Drive Customer Engagement: Develop strategies for product onboarding, adoption, and retention, focusing on educating customers, overcoming barriers, and enhancing satisfaction and loyalty.
9. Monitor and Improve Performance: Track key performance indicators (KPIs) such as customer satisfaction, churn rate, and customer lifetime value. Use these insights to continuously refine strategies and processes.
10. Strategic Leadership: Collaborate with the Director of Customer Experience to execute strategic initiatives. Provide data-driven insights and stay updated on industry trends to recommend improvements and maintain a competitive edge.
11. Experience in High-Growth Environments: Experience working in rapidly scaling companies or startups, where agility and adaptability are critical for success.

Who You Are

1. 4+ years of experience in a customer success or customer facing role, with a clear track record of success in managing customer relationships and driving retention and growth.
2. Cloud Infrastructure Experience: Prior experience working in a cloud infrastructure company, with a solid understanding of the unique challenges and goals of a customer success program in this environment.
3. Ability to work with engineering teams and explain complex technical concepts to non-technical stakeholders.
4. Ask the right questions to understand people’s underlying needs and can lead internal teams to deliver on those.
5. Exceptional communication, presentation, and interpersonal skills.
6. Extremely organized — you're able to balance many moving pieces across the various customers in your portfolio, and have a proven project management track record.
7. Process Improvement: Experience in designing and leading the implementation of new processes, with a focus on operationalizing them within a team or organization.
8. Data-Driven Decision-Making: Proficient in using advanced data analytics platforms to create dashboards and leverage KPIs for executive reporting, strategic decision-making, and continuous improvement.

Voltage Park is an equal opportunity employer and makes employment decisions on the basis of merit. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic under federal, state, or local law. If you require an accommodation during the job application process, please notify your recruiter.