Senior Technical Account Manager

Upbound is the company behind Crossplane, the open source project which started the control plane revolution in the cloud native community. Upbound helps companies rise above the clouds with our Crossplane powered Universal Cloud Platform. With Upbound you get universal real-time visibility into all of your infrastructure environments, the same API centric approach Kubernetes pioneered for managing infrastructure and policies, and self service infrastructure capabilities.

The Customer Success team at Upbound is looking for a driven and detail oriented Sr. Technical Account Manager (TAM). You will have responsibility for a set of assigned accounts, maintaining a single-minded focus to ensure our customers are extracting the most value out of their Universal Crossplane (UXP) investment. The TAM will have a track record in translating complex technical issues into tangible solutions and ensuring the product does not become "shelfware".

Due to potential work with Government clients, this role will require a work authorization of U.S. Citizenship. 

In this role, you will: 

• Be a trusted "Technical" Advisor - Establish "trusted technical advisor" relationships with the management and technical teams on the customer side while working seamlessly with our account and product team to deliver a best-in-class customer experience.
• Drive Advocacy - This includes acting as the customers’ advocate, by understanding their objectives and use cases, then providing guidance on process changes, product adoption, configuration and additional features to meet their requirements. Additionally, enablement of customers through technical and product expertise, demonstrations, presentations, and technical evaluations is provided as well.
• Collaborate: The TAM works closely with Upbound Product Management and Engineering to be a subject matter expert on the technical areas of the platform.
• Help Lead Customer Adoption - Ensure the customer is working towards or adopting their desired use cases to maturity. Identify areas of adoption risk and establish mitigating plays and programs.
• Deliver Positive Business Outcomes - Ensure customers are meeting and exceeding their desired business outcomes so that customers can quantify and support their investment.
• Drive Account Expansion - Lead adoption expansion beyond the customer's desired use cases and further customer return on investment (ROI). Partner with Sales to identify expansion opportunities and ensure we realize the expansion potential of a customer account.
• Lead Business Reviews - Review the customer's desired business outcomes against set goals and targets. Address challenges with a plan for mitigation, align on upcoming and future customer business objectives.
• Execute Training - Work with the account team to identify, design and provide necessary training to customers.

You are a good fit if you have: 

• A minimum of 8 years of relevant work experience in one or more of the following: Enterprise Architecture, Technology Consulting, Customer Success, Technology Solutions Development, Technical and/or Solutions Architecture.
• A history of increasing satisfaction, adoption, and retention through technical and business-related tasks
• Familiarity of working with mid-market commercial to Large Enterprise-sized customers
• Experience with scoping and drafting Statement of Work in a Professional Services role
• Experience serving as the central point of contact for services
• Identified service opportunities for the account team
• DevOps and Cloud Infrastructure experience 
• Exceptional verbal, written, organizational, presentation, and communications skills
• Exceptional detail oriented and analytical skills 
• Experiencing working as a self-starter with strong collaboration
• Project management experience & skills
• Ability to travel on-demand

It is a plus if: 

• You are actively involved or have contributed to the upstream Kubernetes community.
• You have a history of speaking at technology conferences, blogging/writing technical articles, and/or contributing to a popular open source project.
• You have worked in a startup and distributed/remote team before, and understand the unique challenges of a startup environment.

#LI-REMOTE

While building amazing technology is important, Upbound has an intense commitment to building a great culture. With company values like Be Accountable, Demonstrate Craftsmanship, Champion the Cus