Technical Account Manager

Customer Support Boston, Massachusetts Raleigh, North Carolina Marlborough, Massachusetts


Description

Technical Account Manager – US, US Remote

Nasuni is hiring a Technical Account Manager (TAM) to join our growing Customer Experience Team.  You will be the primary technical lead on assigned enterprise portfolios and become the voice of Nasuni’s customer.  

As a trusted advisor, customers rely on your leadership and technical guidance for best practices to achieve their Cloud File Storage goals. Your information technology expertise may include Cloud Virtualization, (AWS, Azure, ESX, GCP), Active Directory, TCP/IP, Networks, Linux, and File Storage Protocols.

Nasuni’s US clients are expanding rapidly. You will gain trust with our largest clients and interact at all levels of the organization. This combination of autonomy, leadership, and technical collaboration should be second nature to you. 

TAMs provide Technical Leadership on a broad range of on-prem IT and cloud infrastructure. You’ll work with and advocate for US based global enterprise clients focused on CIFS/SMB Cloud File Storage, but you will also seek new areas of growth encouraging greater use of Nasuni.   Experience in Linux, Enterprise File Systems, On-Premises and Cloud Virtualization Technologies such as Azure, AWS, VMware ESX, and GCP are critical.

You will meet regularly with your customers to track and solve ongoing issues, action items, feature requests, and improvements.  Each customer environment will be unique. Learning each IT environment is crucial to Customer Success and allows you to advocate on their behalf.     

As the Technical Account Manager (TAM), you will

  • Meet regularly with senior customer contacts at assigned accounts
    • Act as the primary Nasuni point of contact
    • Adopt, build and maintain a direct relationship with the customer
    • Promote Best Practice
    • Provide proactive support on technical issues
    • Escalate incidents and collaborate with other departments in the company
    • Advocate to all functional teams inside Nasuni on behalf of your customer
    • Seek opportunities for expansion and utilization
    • Provide proactive planning, regular scheduled technical reviews, health checks and telemetry installs and consultations
    • Provide regular communications to your customers on recent security alerts, product releases, and new feature information
    • Utilize all resources within Nasuni to address your customers’ business and technical needs, such as system health checks, product sizing, migration assistance, etc.
    • Manage and drive closure on customers’ open support cases, product bugs, enhancement requests, and action items.
    • For new support cases, understand issues and next steps and follow up to assure they are getting the attention they deserve
    • Stay current and advise the customer on any new product versions, upgrades, etc. on the roadmap that may benefit their environment

Required skills + experience we look for are…

  • 5+ years’ recent experience in an enterprise customer-facing role
  • Outstanding communication skills, bottom to top ability to engage and succeed
  • History of driving success managing critical situations in Enterprise IT
  • Can do, will do attitude with excellent project and task tracking skills
  • In-depth understanding of the enterprise software space and data center infrastructure technologies including storage
  • Excellent technical knowledge of Active Directory, LDAP, CIFS/SMB/NFS. Storage On-Prem and Cloud, Security, Encryption, TCP/IP Networking, Virtualization, and the Backup/Archive space.
  • Working knowledge of Linux, tools, and system administration
  • Salesforce, Jira, Confluence

About Nasuni

Nasuni delivers a single software platform to store, protect, synchronize, and collaborate on unstructured file data at scale. Nasuni Cloud File Services™, powered by the patented UniFS® global file system, leverages cloud storage to modernize primary NAS and file server storage; file archiving; backup; and disaster recovery while offering transformational new capabilities for multi-site file collaboration. By combining the low cost, unlimited capacity, and durability of private or public cloud object storage with the high performance, security, and broad application compatibility of traditional disk-based file storage, the Nasuni subscription service improves workforce productivity, simplifies IT operations, and reduces IT costs. Nasuni operates globally from its worldwide headquarters in Boston, Mass., USA.

Why work at Nasuni?
As part of our commitment to your well-being, we are pleased to offer comprehensive benefits packages to employees across the world. Benefits packages vary by geography, but generally include:

  • Take-What-You-Need paid time off
  • Incentive stock options
  • Comprehensive health, dental, and vision plans
  • Life and disability insurance
  • Retirement plan
  • Generous employee referral bonuses

To all recruitment agencies: Nasuni does not accept agency resumes. Please do not forward resumes to our job boards, Nasuni employees or any other company location. Nasuni is not responsible for any fees related to unsolicited resumes.

Nasuni is an equal opportunity employer. The equal employment opportunity policy at Nasuni protects employees and job applicants from discrimination on the bases of race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors. These protections extend to all management practices and decisions, including recruitment and hiring practices, appraisal systems, promotions, and training and career development programs.

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