Technical Account Manager (Remote)

As the leading provider of open source database solutions, Percona’s Technical Account Managers serve as a customer advocate and technical resource for a dedicated group of Percona customers. As a dedicated point of contact, they partner closely with their customers to understand their technical requirements and business structure, and serve as a bridge to Percona resources - coordinating consulting projects, communicating updates, managing support issues and driving awareness for customer escalations. The Technical Account Manager will be a sounding board for customer issues, and facilitate resources internally to help customers achieve their technical goals.

Our ideal candidate is someone who has proven management experience as a DBA, who is looking to approach and influence database problems from a strategic level. You will be motivated by building strong customer relationships and driving continuous improvement. You also love to be surrounded by other smart, driven people who are eager to share their knowledge, and will always have your back.

What You Will Do

- Develop and maintain customer relationships with primary customer contacts at Percona’s largest, most complex customers.

- Coordinate overall status on support tickets and consulting projects to ensure updates are communicated back to the customer on a regular cadence.

- Coordinate with the Consulting Operations team on new projects for top customers, ensure correct resources are assigned and timelines are adhered to.

- Work daily internally and externally to ensure the technical goals of your assigned customers are met, co-owning their technical success with the extended Global Services organization.

- Provide an escalation point for customers for support and consulting projects.

- Identify growth opportunities and provide feedback to the Customer Success and Sales teams.

- Guarantee the technical aspects of the customer implementation by providing necessary documentation and technical...