Role Overview: Technical Account Manager (TAM) to join our growing Customer Success Team.  TAMs at Nasuni are assigned individual portfolios where they serve as the primary technical lead for their customers.  You will need a thirst to go above and beyond every day for each of your customers, as you serve as the gateway back into Nasuni advocating on their behalf.

You will become a trusted advisor to your customers providing leadership and proactive technical guidance ensuring best practice adoption is adhered to.  This alignment will prove critical to the achievement of established business goals and KPIs of your customers, leveraging your own technical skills to your customers advantage.

You will take on a significant degree of trust and responsibility due to the rapid growth here at Nasuni.  This will require the experience of someone who is accustomed to varying degrees of autonomous working but equally can deliver on collaboration and teamwork without giving it a second thought.  This role is remote therefore your ability to engage with customers at all levels will be critical in this role.

TAMs at Nasuni provide Technical Leadership and as such, you should have a broad range of enterprise experience.  Our customer base is wide and varied utilising many technologies and whilst you will lead from a CIFS/SMB storage perspective you will be charged with seeking areas for growth encouraging greater use of Nasuni.  Recent experience in Linux, Enterprise File Systems, On-Premises and Cloud Virtualisation Technologies such as Azure, AWS, ESX, and GCP is critical.

Be prepared to meet regularly with your customers and drive success by using adopted best practices in their day-to-day operations.  Tracking and addressing ongoing issues, action items, feature requests, and improvements.   You will need to learn each customer environment at the same time building a sustainable relationship and advocating on their behalf internally beyond that of Customer Success but equally ensuring a cohesive, collaborative and successful team culture approach.

Key Responsibilities:

• 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 utilisation
• 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
• Utilise 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