Senior Technical Account Manager

DigitalOcean's Technical Account Manager team partners with its most critical business customers, helping them achieve desired outcomes through optimal use of the cloud platform aligned to their business strategy. As a Senior Technical Account Manager, you are a strategic partner for key business customers, ensuring they receive the guidance, support, and resources needed to succeed. You will leverage technical knowledge and customer advocacy skills to retain and grow customer deployments, helping them solve complex challenges and maximize the value of their cloud infrastructure.

Key Responsibilities:

• Develop and maintain deep expertise in the DigitalOcean product portfolio and the evolving cloud ecosystem.
• Help design, diagram, and plan infrastructure architectures tailored to customer use cases, explaining solutions clearly to both technical and non-technical stakeholders.
• Conduct regular technical consultation sessions and workshops, enabling customers to be self-sufficient in managing their cloud environments.
• Manage key accounts, partnering closely with customers to drive engagement, retention, and expansion of their workloads.
• Conduct QBRs with key accounts, assessing progress, understanding evolving needs, and aligning on strategies for future growth.
• Identify opportunities for cost reduction and performance optimization, guiding customers to data-driven decisions.
• Act as the voice of the customer, ensuring their needs are represented in product development and support processes, and liaise with Engineering and Support to resolve escalations quickly.
• Develop tools and scripts to streamline technical engagements and improve the efficiency of the Technical Account Management function.

Qualifications:

• Proven experience in cloud infrastructure with deep knowledge of Linux, distributed systems, and automation.
• Programming or development experience in at least one mainstream language (Python, Go).
• Understanding of provisioning and deployment strategies, with knowledge of tools like Terraform, Ansible, and Docker.
• Proficiency with at least one major cloud platform (AWS, Google Cloud Platform, or Azure) and a track record of successfully troubleshooting technical problems.
• Familiarity with version control, SQL and basic database administration, CI/CD tools, and AI/ML infrastructure principles.
• Strong verbal and written communication skills, capable of translating complex technical concepts for varied audiences.
• Extra credit: experience in Technical Customer Success, Solutions Engineering, or Technical Account Management, cloud and NVIDIA certifications, and familiarity with Kubernetes, virtualization (KVM, Xen), and CRMs like Gainsight and Salesforce.