Technical Account Manager

• 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.
• Maintain knowledge of cloud infrastructure best practices and recent technologies through the regular attainment and maintenance of important cloud technology certifications and coursework.
• Manage and maintain DigitalOcean’s key accounts.
• Partner closely with customers to drive engagement, retention, and expansion of their DigitalOcean workloads.
• Conduct QBRs with key accounts, assessing their progress, understanding their evolving needs, and aligning on strategies for future growth.
• Identify opportunities for cost reduction and performance optimization, guiding customers to make data-driven decisions that maximize their cloud investments.
• Collaborate with internal teams, such as Engineering, Marketing, and Account Managers, to align customer needs with DigitalOcean’s strategic goals.
• Proactively monitor customer usage trends, identify potential risks, and uncover new opportunities for growth and adoption.
• Act as the voice of the customer within DigitalOcean, ensuring their needs are represented in product development and support processes.
• Liaise with Engineering and Support teams to resolve escalations and technical challenges quickly, ensuring smooth customer experiences.
• Deliver compelling presentations to articulate the benefits and functionality of DigitalOcean’s offerings to customers.
• Develop tools and scripts to streamline DigitalOcean’s technical engagements, improving the efficiency of the Technical Account Management functions.

Senior Technical Account Manager

• Act as the trusted technical advisor for assigned accounts, understanding their business goals and how our solutions support them.
• Provide proactive technical guidance and support throughout the customer lifecycle, from implementation to renewal.
• Collaborate with Sales, Product, Engineering, and Support teams to deliver a seamless customer experience.
• Own and manage technical escalations, ensuring timely resolution and customer satisfaction.
• Conduct regular account reviews and roadmap sessions to communicate product updates, gather feedback, and ensure alignment.
• Identify opportunities for upselling or expansion based on customer needs and usage patterns.
• Monitor and report on account health, usage metrics, and support trends.

• Guide customers through onboarding and implementation by coordinating with delivery teams.
• Drive adoption, overall health, value realization, and renewal readiness, serving as the primary point of contact.
• Build trust and develop strong, multi-threaded relationships across business and technical stakeholders to drive mutual value.
• Knowledgeable of key product use cases and expected outcomes to guide customers toward best-practice adoption.
• Proactively maintain an accurate rolling 4-quarter outlook of attrition forecast and maniacally manage customer health.
• Actively engage with customer to calculate ROI derived from Adobe solutions (Productivity and Business Value).
• Identify expansion opportunities through product-usage insights, evolving customer needs, and cross-sell alignment.

Account Manager

• Act as the voice of the customer within the organization, advocating for customer needs and requirements to internal teams.
• Lead the technical onboarding process for new customers: Lead customers through the onboarding process, working closely with internal teams to ensure a smooth and positive experience.
• Establish and maintain strong relationships with key stakeholders at each customer, serving as a strategic advisor and partnering with company leadership to ensure executive engagement.
• Renew and grow business: Monitor customer usage and engagement, identifying opportunities for upselling and renewals while supporting upselling and cross-selling.
• Shape future development: Work closely with Product teams to educate customers on products, drive product adoption, and inform decisions on new products.
• Proactively identifying and resolving any obstacles or blockers that may impede customer success, collaborating with peers to address them promptly.
• Utilizing self-paced training resources to support customer education and promote knowledge growth throughout their journey.
• Manage the customer life cycle experience from onboarding onward. Lead customer engagements including strategy sessions, architecture deep dive, training and formal QBR meetings to provide ongoing customer value.
• Maintain a high level of customer satisfaction by collecting and structuring client feedback, track key health and usage indicators & working closely with internal teams to prioritize requests.
• Identify, develop and implement repeatable processes across your portfolio of customers to maximize product adoption and achievement of customer's business objectives.

Senior Technical Account Manager – West, PNW

• Serve as a consistent weekly touchpoint for the client, managing day-to-day business-as-usual (BAU) activities and ensuring timely execution through personal ownership, internal collaboration, and effective use of available resources.
• Develop and oversee channel implementation strategies that align with channel technical requirements and Rithum's platform capabilities.
• Drive tactical execution strategies across the Rithum platform, including operational workflows and commercial levers such as repricing, promotional planning, and algorithmic optimization to enhance visibility and maximize revenue conversion.
• Conduct technical reviews, identifying areas for optimization and offering forward-looking recommendations aligned to client goals.
• Act as a trusted technical advisor, helping clients overcome obstacles and achieve value realization through effective use of Rithum’s solutions.
• Own the resolution of complex technical issues in collaboration with Product, Engineering, and Client Success Enginering teams.
• Bridge communication between client technical teams and Rithum’s internal teams to ensure mutual understanding and streamlined execution.
• Support technical roadmap planning, feature adoption, and product feedback loops with strategic clients.
• Maintain deep knowledge of platform functionality, data flows, and emerging capabilities.

• Provide strategic and tactical technical guidance to help customers maximize product value, plan for scalability, and adopt best practices
• Deliver high value support to execute contractual requirements
• Work closely with engineering, services, product and sales teams to ensure a coordinated response to customer needs and feedback
• Collaborate with customers to align product capabilities with their business goals, identifying integration opportunities and upcoming needs
• Serve as the primary technical point of contact for assigned utility accounts, building deep and trusted relationships with customer technical teams, project managers, and stakeholders
• Provides account management for Premier Support and escalated accounts
• Proactively triage, track and prioritize customer issues based on business impact and urgency
• Regularly provide account health updates, root cause analysis of major incidents and progress on open items
• Identify trends and recurring issues, recommending systemic solutions or product enhancements

• Build and Execute Enterprise Account plan inclusive of defining technical strategies to expand share of wallet within existing customers by addressing whitespace opportunities including working closely with product and customer success teams to expand product adoption.
• Act as the single point of contact for customer health including owning overall account strategy, legal & billing discussions, and increasing overall customer usage of Helpshift platform and services
• Report on weekly, monthly, quarterly pipeline opportunity reporting and progress towards quarterly revenue goals
• Receive & Respond to customer RFI / RFP’s
• Use existing networks working within the games industry to open doors and create net new opportunities for Keywords with a focus on Introducing Player Engagement Services.

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