DDN

Technical Account Manager – Major Accounts

DDN

full-time

Posted on:

Location: 🇺🇸 United States

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Job Level

SeniorLead

Tech Stack

CloudLinuxPMP

About the role

  • Provide leadership and build a highly effective and customer-focused technical account team ensuring customer success.
  • Work directly with customers to ensure success and overall account business continuity and enable/support customers' site administrative and reliability engineering teams.
  • Interface directly with DDN Product Management, Support, Engineering and Field teams to establish requirements, document and deliver tested solutions.
  • Manage priorities with customer issues and develop reporting and feedback loops as required.
  • Support project management and technical account management interfacing with customers' Site Reliability Engineering (SRE) teams.
  • Define and document processes and best practices and ensure they are communicated and followed.
  • Be the operational focal point for a large, globally distributed customer environment.
  • Manage customer requirements through engineering RFE development and translate customer requirements into RFEs with Engineering and Product teams.
  • Drive operational efficiency through automation, documentation and project management; develop DevOps scripts and tools.
  • Develop feedback loops with Project Management, Engineering and Field teams and develop strategic plans with customers that include monitoring.
  • Work with customer teams to quickly identify and rectify issues and work with pre-sales to develop customer solutions.
  • Lead daily, weekly, monthly meetings with customer and DDN resources; monitor and report operational status and measure against project plan.
  • Manage and track workload and requests; prioritize urgent requests and progress on longer term projects.

Requirements

  • 8+ years' technical experience working in a cross-functional environment.
  • Strong leadership, planning, decision making and communication skills.
  • Experience in leading large programs.
  • Ability to communicate with customer and DDN executive staff effectively.
  • Project management skills; PMP or similar certification is a plus.
  • Experience developing and deploying scripts and tools (DevOps capabilities).
  • Experience working in remote teams located around the globe.
  • Experience developing documentation and procedures.
  • Experience managing heterogeneous hardware and software (servers, network, applications, file systems) environment projects preferred.
  • Experience in AI/ML infrastructure management and operations at scale and in cloud environments.
  • Parallel filesystem knowledge (Exascaler, Lustre or GPFS).
  • Large scale HPC/AI/ML system experience is a plus (compute, GPE, networking).
  • Experience with Infiniband and Ethernet networking (configuration and troubleshooting).
  • Linux Admin skills required.
  • Be available as needed for on call, and escalations.
  • Be able to lift up to 75 pounds as needed.
  • Willingness to travel for customer and DDN internal meetings.