Technical Account Manager – GSI
Percona
full-time
Posted on:
Location Type: Remote
Location: India
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About the role
- Develop and maintain relationships with key stakeholders across assigned Global System Integrators (e.g., TCS, Infosys, HCL, IBM India) and strategic enterprise customers.
- Act as a local point of contact and relationship bridge, ensuring customers and partners feel heard, supported, and aligned with Percona.
- Drive a high level of responsiveness and engagement aligned to customer time zones and expectations.
- Coordinate and communicate the status of support tickets and consulting activities, ensuring stakeholders receive clear, regular updates.
- Host operational review calls to summarize progress, highlight risks, and provide guidance.
- Track escalations and ensure visibility internally, while reinforcing proper support processes and SLAs.
- Deliver or coordinate technical onboarding, training sessions, and best practice workshops for partners and customers.
- Help reduce recurring issues by promoting proactive adoption of Percona best practices and architectures.
- Serve as a technical sounding board for partner architects and customer teams.
- Partner with Sales, Customer Success, Support, Consulting, and Product teams to ensure alignment on customer needs and priorities.
- Provide structured feedback on customer sentiment, recurring issues, and product gaps.
- Support joint initiatives with GSIs, including enablement programs and strategic account alignment.
- Monitor support activity across assigned accounts to identify trends, risks, and improvement opportunities.
- Provide structured reporting on customer health, escalations, and engagement effectiveness.
- Contribute to continuous improvement of Percona’s partner engagement model.
Requirements
- 3+ years experience with MySQL, PostgreSQL, MongoDB, or related database technologies.
- Experience working in enterprise environments involving system integrators, consulting partners, or multi-vendor delivery models.
- Strong communication and stakeholder management skills, including experience working with senior technical and business leaders.
- Ability to manage complex situations calmly and effectively, especially during escalations.
- Understanding of how applications and services interact with databases across modern architectures.
- Exposure to cloud platforms (AWS, Azure, GCP) and DBaaS offerings.
- Experience delivering technical enablement, training, or workshops is a plus.
- Fluency in written and spoken English.
- Ability to work remotely and collaborate across global teams.
Benefits
- flexible work hours
- various paid time off programs
- all your equipment for your remote office
- funds for career development (external training, certifications, conferences)
- ongoing connectivity allowances
- opportunity to participate in our equity incentive plan
- support a healthy work/life balance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
MySQLPostgreSQLMongoDBdatabase technologiescloud platformsAWSAzureGCPtechnical enablementtraining
Soft Skills
communicationstakeholder managementcalmness under pressureproblem-solvingcollaborationcustomer engagementresponsivenessrelationship managementfeedback provisioncontinuous improvement