Technical Account Manager

About Us:

Join the team at OpenDrives, a rapidly growing data services company that is dedicated to solving complex technology problems with innovative yet practical solutions. Our customers range from Hollywood blockbusters, to medical imaging specialists, to academia, and everything in between. Our company's core values are summed up in the word OPEN, which stands for open-mindedness, persistence, effectiveness, and nimbleness. We are looking for empathetic, self-starting professionals who are passionate about exceeding customer expectations and who thrive in a collaborative, supportive environment. If you're a curious listener, with a commitment to excellence, and want to be part of an organization that is dedicated to solving real-world data management challenges, we invite you to apply to join our team today.

About the Role:

As a Technical Account Manager (TAM), you will be responsible for managing the relationships with our key clients and establishing a relationship of trust within our customer's organizations. You will ensure their satisfaction by driving successful implementations and adoption of our products or services. TAMs proactively ensure our customers are able to reach their goals while utilizing OpenDrives’ technology and/or services. They are responsible for customer’s success with OpenDrives products. This may include but is not limited to establishing smooth onboarding, internally advocating for customer initiatives or issues, proctoring escalations when necessary, conducting CSAT surveys, leading OpenDrives product-related campaigns, and nurturing customer <-> company relationships.

About You:

You are first and foremost a relational expert, adept at building and nurturing trust-based relationships with clients. You are proactive, technically proficient, and an exceptional problem solver, capable of both anticipating and addressing client needs. You have a customer-centric approach, excellent project management skills, and strong communication abilities that help ensure the client's success. You thrive as a team player and collaborate seamlessly with internal and external stakeholders to deliver the best outcomes for our valued clients.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Cultivate a deep understanding of OpenDrives products and service offerings
• Be the OpenDrives expert for customer accounts
• Be a trusted advisor by providing proactive informative suggestions, and best practice guidance to the customer
• Build and maintain relationships within customer accounts
• Identify the requirements or features necessary to meet customer’s goals, and work across departments to ensure we’re supporting those goals throughout the customer lifecycle
• Learn/understand the customer’s business and technical goals and their desired outcomes, and work with the internal OpenDrives team to meet those goals
• Collaborate within the account team and cross-functional teams on business and technical issues
• Understand the customer technical ecosystem and use case at a detailed level
• Perform business reviews with the customer to review success metrics, goals, and performance
• Escalate customer issues as necessary
• Communicate company best practices to customers in a constructive manner
• Assist in presales and post-sales customer conversations
• Be the internal liaison for customers to resolve issues, process inquiries, and other unclear requests as they arise
• Be the customer advocate to resolve complex technical issues and escalate when appropriate
• Develop and/or modify organizational procedures/standard operating procedures
• Willing to work a flexible schedule when needs arise. I.e. willing to work some nights and weekends
• Able to travel domestically as needed; international travel ability a plus

Competencies and Skills:

To perform the job successfully, an individual should demonstrate the following:

• Alignment with OpenDrives culture and values
• Sr. level or higher experience with data storage technologies and awareness of enterprise data storage concepts pertaining to file-based and unstructured data
• Proficient knowledge of media, production, post-production, and/or broadcast workflows
• General knowledge of Enterprise IT concepts
• Demonstrated ability to communicate with customers, peers, and management in a professional manner
• Demonstrated ability to communicate to multiple organizational levels from hands-on engineer