Technical Account Manager III

About Anaconda

Be at the center of AI

With more than 45 million users, Anaconda is the most popular operating system for AI providing access to the foundational open-source Python packages used in modern AI, data science, and machine learning through a seamless platform. We pioneered the use of Python for data science, championed its vibrant community, and continue to steward open-source projects that make tomorrow’s innovations possible. Our enterprise-grade solutions enable corporate, research, and academic institutions around the world to harness the power of open source for competitive advantage, groundbreaking research, and a better world. To learn more visit https://www.anaconda.com.

• Engage with enterprise-level customers, managing accounts from a technical perspective through weekly or bi-weekly calls.
• Serve as the primary technical and customer success contact for customers post-sale, driving product adoption and fulfillment of customer objectives by providing expertise in our product, understanding the customer’s technical environment and business goals, and recommending solutions that will bring those two things together.
• Discuss product upgrades, features, enhancements, support issues, and relevant workstreams with customers, with a focus on supporting the Data Science Workbench and Package Security Manager products.
• Drive accountability within your book of business to retain customers, improve NPS, and help increase customer revenue.
• Forge strong relationships with customer stakeholders and internal teams, building and maintaining successful relationships with multiple personas to achieve successful implementation.
• Work collaboratively across cross-functional internal teams (e.g., Sales, Product, Marketing, Support, and Services) to mitigate risk, build customer relationships, expand adoption, drive renewals and growth, and ensure a great customer experience from a technical lens.
• Demonstrate a deep understanding of the market forces affecting our customers and offer insight into ways Anaconda can provide greater value in helping our customers meet their business goals.
• Identify new use cases, services engagements, product adoption, product consulting, and training opportunities.
• Track customer adoption rates, license add-ons, and manage customer activities aimed at promoting user adoption and growth.
• Travel on-site as needed to support technical troubleshooting, train users, and empower technical champions (Approximately 25% travel).

• Minimum of 5 years of experience in customer service & support, customer operations, product development, account management, or customer success with proven technical expertise.
• Basic understanding of data science, machine learning, and AI; proficiency in Python and related environments is highly desirable.
• Good understanding of cloud technologies (AWS, AKS, GCP), networking components and tools (routers, firewalls, IP addresses), and operating systems (Linux/Unix).
• Experience with Platform SaaS or On-Prem solutions and CRM tools, with the ability to monitor customer activity and create reports.
• Strong relationship management skills: the ability to manage a customer experience to a positive outcome.
• Excellent communication skills (verbal and written) and high emotional intelligence and empathy.
• Ability to perform in an ambiguous and fast-paced environment with a sense of urgency and tenacity.
• Proven ability to upsell current product offerings and propose professional service hours where applicable, and to discuss and coordinate product upgrades and feature sets.
• Bachelor’s degree preferred; experience with Linux platforms, macOS, cloud computing, and supporting technologies and products preferred.
• Willingness to travel to conduct on-site visits with customers (less than 25%).
• Team attitude: “I am not do