Technical Account Manager

WEKA is architecting a new approach to the enterprise data stack built for the age of reasoning. NeuralMesh by WEKA sets the standard for agentic AI data infrastructure with a cloud and AI-native software solution that can be deployed anywhere. It transforms legacy data silos into data pipelines that dramatically increase GPU utilization and make AI model training and inference, machine learning, and other compute-intensive workloads run faster, work more efficiently, and consume less energy.

WEKA is a pre-IPO, growth-stage company on a hyper-growth trajectory. We’ve raised $375M in capital with dozens of world-class venture capital and strategic investors. We help the world’s largest and most innovative enterprises and research organizations, including 12 of the Fortune 50, achieve discoveries, insights, and business outcomes faster and more sustainably. We’re passionate about solving our customers’ most complex data challenges to accelerate intelligent innovation and business value. If you share our passion, we invite you to join us on this exciting journey.

What you'll be doing:

As a Technical Account Manager (TAM), you will utilize your strong technical competencies and customer management skills to provide a high level of personalized, proactive, and reactive enterprise-class solutions and services to our customers. Our TAM team is responsible for managing and maintaining relationships with our customers, ensuring their technical needs are met, and helping them to fully leverage WEKA’s products and solutions. 

The Technical Account Manager (TAM) role is critical to WEKA’s Premium Services offerings in furthering the WEKA customer relationship and ensuring that our customers achieve the greatest value from their WEKA solution. Working closely and collaboratively within our customers’ organizations, the TAM will understand the customer's business requirements, mission, objectives, technical needs, systems and solutions, environment, and service history. This individual interacts from Staff to Executive level teams and needs to be an excellent written and verbal communicator to both technical and non-technical audiences. 

As a Technical Account Manager, you'll: 

• Provide proactive technical and operational guidance within the framework of their WEKA environment to ensure customers achieving the best possible value from WEKA.
• Establish customer cadence and proactive engagement to align their needs including, but not limited to technical and business reviews, upgrade/release planning, and expansions, and related documentation.  
• Identify and address customers' critical technical issues and non-technical issues, and coordinate necessary technical activities. Coordination of technical activities may include troubleshooting and solving escalated customer issues directly with the appropriate engineering teams within WEKA and 3rd party vendors for multi-vendor issues when applicable.
• Monitor customer open cases during business hours.
• Monitor customer systems, utilizing auto supports and User Console to identify potential problems and trends and subsequently make the necessary recommendations to resolve them to ensure optimal performance of these systems.
• Track and maintain user configurations and environments.
• Ensure that all recommended Best Practices are adhered to for maximizing product optimization and uptime.
• Notify customers of new product features, field/product alert analysis, and recommendations.
• Help educate the customer on the various tools on the support site and help them understand their WEKA products better.
• Manage special projects assigned by management to meet customer and cross-functional team needs.
• Build and maintain a close working relationship with both technical staff and Sr. Leadership from the customer team, in addition to building strong collaborative relationships with internal WEKA teams such as Sales, Sales Engineering, Technical Services, Professional Services, and Engineering
• You will build a holistic view of the customer and proactively identify areas where value can be maximized, increasing the footprint of products in the customer's environment over time, thereby enhancing customer retention and reference ability. 

Requirements:

• 10+ Years experience as a Technical Account Manager (TAM) or similar customer facing role. 
• Experience working with customers to identify and resolve critical technical and operational challenges.  
• Excellent written and verbal communication skills.
• Ability to work within a Global cross-functional team environment.
• In-depth technical knowledge in three or more of the following areas is essential:
• Networking ETH/IB
• UNIX/Linux
• Storage Technologies 
• Cloud Technology - Amazon Web Services (AWS), Microsoft Azure, Oracle Cloud Infrastructure (OCI), or Google Cloud Platform (GCP).
• Backup and Recovery
• AI/ML
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
• Ability to follow standard engineering principles and practices.
• Creative approach to problem solving.
• Ability to travel to the customers' domestic sites and other global sites as necessary.
• 24x7 availability for after-hours on-call support for critical issues.

The WEKA Way:

We are Accountable: We take full ownership, always-even when things don’t go as planned. We lead with integrity, show up with responsibility & ownership, and hold ourselves and each other to the highest standards.

We are Brave: We question the status quo, push boundaries, and take smart risks when needed. We welcome challenges and embrace debates as opportunities for growth, turning courage into fuel for innovation.

We are Collaborative: True collaboration isn’t only about working together. It’s about lifting one another up to succeed collectively. We are team-oriented and communicate with empathy and respect. We challenge each other and conduct positive conflict resolution. We are being transparent about our goals and results. And together, we’re unstoppable.

We are Customer Centric: Our customers are at the heart of everything we do. We actively listen and prioritize the success of our customers, and every decision we make is driven by how we can better serve, support, and empower them to succeed. When our customers win, we win.

Concerned that you don’t meet every qualification above?

Studies have shown that women and people of color may be less likely to apply for jobs if they don’t meet every qualification specified. At WEKA, we are committed to building a diverse, inclusive and authentic workplace. If you are excited about this position but are concerned that your past work experience doesn’t match up perfectly with the job description, we encourage you to apply anyway - you may be just the right candidate for this or other roles at WEKA.

WEKA is an equal opportunity employer that prohibits discrimination and harassment of any kind. We provide equal opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.