Technical Account Manager

Who we are:

 Acumera is now Scale Computing! Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide. 

 Who we're looking for: 

As a Technical Account Manager at Scale Computing, you will act as the primary point of contact for clients following implementation and throughout their ongoing relationship with the company. In this capacity, you will work collaboratively with the Sales and Support Teams to address client concerns, monitor and analyze trends, lead strategic business reviews, and provide expert technical guidance across multi-site client locations - ensuring the successful utilization of our products and overall client

satisfaction.

This position is based in Austin, TX, and requires on-site presence at our headquarters multiple days per week, as well as periodic travel throughout the year to attend client meetings.

Core Responsibilities:

• Act as the main point of contact for Scale Computing Clients to provide supportability, performance, and best practices related to our AcuVigil managed networking system and Edge server products.
• Serve as a true strategic partner to clients, aligning solutions with their business goals and technical needs over multiple years.
• Lead Client conference calls to facilitate project updates, address concerns, and align on strategic objectives.
• Ability to lead complex client onboarding processes, including post-implementation support and coordination, to ensure a seamless transition and optimal client experience.
• Understand and perform a Root Cause Analysis, and system health checks for Clients as needed while effectively communicating with company executives, sales, support, and architecture teams to drive successful completion of client requests.
• Develop in-depth knowledge of Scale Computing’s products, including advanced technical proficiency in using dashboards and portals to guide clients through troubleshooting, while training them to effectively diagnose and interpret data relevant to their locations.
• Possess a strong understanding of network switches, cellular backup solutions, server clusters, and firewalls, with the ability to confidently discuss and address client inquiries on these technical topics.
• Demonstrate strong organizational skills to effectively triage incoming requests and respond promptly to client needs, ensuring efficient resolution and satisfaction.
• Make recommendations for updating and improving existing documentation within the Knowledge Base to ensure accuracy, clarity, and relevance.

• Successfully led and managed enterprise customer requests to completion in a past role, with a real passion for working directly with Clients.
• Superior analytical skills & problem solving skills, combined with the ability to provide quick resolution to problems and excellent communication.
• A team player with strong interpersonal skills and the ability to effectively operate with a wide variety of people and roles at all levels, both technical and non-technical.
• Demonstration of technical aptitude with networking products, including but not limited to Cisco, Fortinet, and equipment related to retail multi-site locations.
• Demonstrated knowledge of Windows and Linux, network segmentation (VLANs), switch configuration, firewalls, and IPSec VPNs.
• Demonstrated ability to quickly learn new networking and edge products, and a history of proactively seeking out training opportunities to stay current on technology.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at a time.

Education and Experience:

• A minimum of a 2-year college degree or equivalent experience required.
• 2+ years experience in a customer-facing role.
• 2+ years relevant work experience.

Perks of Acumera:

• Medical, Dental, Vision Insurance
• 401(k), FSA, HSA
• Casual dress code
• Fully stocked kitchen
• Vibrant and Inclusive Workplace Atmosphere
• Paid company holidays
• Discretionary time off policy
• Central Austin location with free parking
• Flexible work environment and an opportunity to grow as we grow.