Technical Account Manager III

About Anaconda

Be at the center of AI

Anaconda is built to advance AI with open source at scale, giving builders and organizations the confidence to increase productivity, and save time, spend and risk associated with open source. 95% of the Fortune 500 including Panasonic, AmTrust, Booz Allen Hamilton and over 50 million users rely on the value The Anaconda AI Platform delivers through a centralized approach to sourcing, securing, building, and deploying AI. With 21 billion downloads and growing, Anaconda has established itself as the gold standard for Python, data science, and AI and the enterprise-ready solution of choice for AI innovation. Anaconda is backed by world-class investors including Insight Partners. Learn more at https://www.anaconda.com.

Summary:

Anaconda is seeking a talented Technical Account Manager III to join our rapidly growing company. This is an excellent opportunity for you to leverage your experience and skills and apply it to the world of data science, artificial intelligence, and machine learning.

What You'll Do:

• Serve as 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
• Drive accountability within your book of business that drives customer retention, improves 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 lense
• 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
• At times, you may be required to travel on-site to support technical troubleshooting, train users and empower our technical champion(s) (Approximately 25% Travel)

What You Need:

• Minimum of 5 years of experience in customer service & support, customer operations, product development, account management, or customer success with proven technical expertise.
• Relationship management: the ability to manage a customer experience to a positive outcome.
• Excellent Communication skills (verbal and written).
• High emotional intelligence and empathy skills.
• Ability to perform in an ambiguous and fast-paced environment.
• Sense of urgency and tenacity. 
• Tracking customer adoption rates and license add-ons.
• Ability to upsell current product offerings and propose professional service hours where applicable
• Discuss and coordinate product upgrades and feature sets
• Effective interdepartmental communication and collaboration
• Must be proficient in the following:
• • Basic understanding of data science, ML, and/or AI; Python and environments; 
  • Good understanding of Cloud Technologies (AWS, AKS, GCP);
  • Knowledge of Operating Systems (Linux/Unix);
  • Proficient in Networking components and tools (Routers, Firewalls, IP addresses);
  • Platform SaaS or On-Prem Experience;
  • Experience with a CRM tool and the ability to monitor customer activity and create reports.
• Bachelor’s degree. Experience with Linux platform(s), macOS, Cloud computing and supporting technologies and products preferred