Technical Account Manager

Job Req ID: 30185

About Supermicro:

Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are amongst the fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer many new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us to drive accelerated growth and technology-led innovation in the global marketplace.

Job Summary:

Supermicro is looking for a Technical Account Manager (TAM) to support post-sales service customers across EMEA, drive service solutions with partners, and act as the main technical and escalation contact. This role focuses on growing services, enabling partners, and ensuring high-quality delivery of data center solutions.

Essential Duties and Responsibilities:

• Relationship Management: Build and maintain strong, long-term relationships with key stakeholders within assigned customer accounts. Act as the primary point of contact for all technical and service-related inquiries.
• Technical Support & Troubleshooting: Provide expert-level technical support to customers, troubleshooting issues, and escalating complex problems to appropriate internal teams as needed. Proactively identify and address potential technical challenges.
• Onboarding & Training: Assist with customer onboarding, including training users on the proper use of our [product/service] and ensuring a smooth transition.
• Account Growth: Identify opportunities for account growth within existing customer base, working closely with sales and other relevant teams to expand product adoption and upselling.
• Customer Advocacy: Act as the voice of the customer within the company, gathering feedback and advocating for their needs to product development, engineering, and other internal teams.
• Performance Monitoring & Reporting: Track key performance indicators (KPIs) related to customer satisfaction, retention, and service delivery. Prepare regular reports on account performance and identify areas for improvement.
• Proactive Communication: Maintain regular communication with customers, providing updates on product developments, best practices, and relevant industry news.
• Collaboration: Work closely with internal teams, including sales, engineering, product management, and customer success, to ensure a seamless customer experience.
• Documentation: Contribute to the development and maintenance of technical documentation, knowledge bases, and FAQs.

Qualifications:

• Degree in Computer Science, Engineering or with equivalent experiences.
• English is required, other languages are welcome.
• Minimum of 5 years of experience in the IT industry, working with partners and sales.
• Experience with IT Enterprise Infrastructure services (Linux, Windows OS, Network and Storage) Applications and Data Center Operations.
• Strong interpersonal, project management, collaboration, and communication skills with the ability to work across multiple levels of an organization and external partners delivering desired results.
• Ability to use project management skill to work in projects to accomplish key milestones and execute deliverables.
• Demonstrate strong listening, verbal, and documentation skills.
• Customer Focus and Quality of Product/Service mindset.
• Ability to travel for partner and customer engagements.

EEO Statement

Supermicro is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Supermicro to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.