Technical Account Manager, Asia & MEA

Who We Are

Zadara’s Cloud Services platform brings award-winning infrastructure technology, including compute, storage, and networking, to where customers need it most". Zadara’s vision is to build and operate the largest global Edge Cloud Network to enable innovative technologies & services that improve the way the world communicates, works, heals, travels and plays. We have a global and diverse workforce that is growing as we expand our customer base. Together as a team we are making an impact on the Edge Cloud market.

Our Zadarian Culture

All Zadarians are finding their edge by living and breathing our core values; All Belonging, Accountable together, Exceptionally focused, Flexible, Trailbreaking, and Zealous.

We believe that good things happen to people and business in a culture of choice. Where diverse and individual needs, wants and wishes are respected and rewarded — where the possibilities are limitless. Here you can, breakout and breakthrough to do your best work.

What Diversity, Equity & Inclusion Mean To Us

We believe in the power of Diversity, Equity, and Inclusion (DEI). Members of our distributed team come from different geographies and cultural backgrounds and we serve a diverse population. Our commitment to DEI helps us design better products and services, and serve our employees, customers, and partners. Our commitment to Diversity, Equity and Inclusion is critical to our vision and to our impact, and helps us boost our perspective, creativity, and growth.

Your Team & Role

The Technical Account Manager (TAM) serves as the primary point of contact and trusted advisor for customers. TAM is responsible for understanding customers technical needs, managing their accounts, and delivering exceptional service and support, acting as a liaison between the company and its customers.

In this role, you will be the technical advisor and 'voice of the customer', you will help craft and execute strategies to drive our customers' adoption and use of Zadara products and services. Your technical acumen and customer-facing skills will enable you to effectively represent Zadara within a customer's environment, and drive discussions regarding incidents, support and risk management. The Technical Account Manager plays a critical role in ensuring the success and satisfaction of our customers.

Your day to day

• Customer Relationship Management:
• Build and maintain strong relationships with assigned customers (per POD Leader priority list).
• Understand the unique business and technical needs of each customer.
• Account Management:
• Act as the main technical point of contact for customers and advocate for their technical needs within the company. Any Sales activities will continue to be part of the Salesperson responsibility.
• Develop and maintain account plans, ensuring customer goals and expectations are met.
• Technical Expertise:
• Possess a deep understanding of the company's products and services.
• Provide technical guidance and best practices to customers.
• Troubleshoot and resolve technical issues as they arise.
• Customer Success:
• Monitor and measure customer satisfaction and product usage.
• Follow open tickets daily and alert the support team if not being handled.
• Ensure customers realize the full value of their investment in the company's products or services.
• Be the focal point when a customer endures a major technical problem that may influence customer operations. TAM has access to all internal company departments for proper prioritized support.
• Collaboration:
• Work closely with sales, product development, and support teams to address customer needs.
• Communicate customer feedback and requirements to internal stakeholders.
• Documentation:
• Maintain detailed records of customer interactions, account information, and technical issues.
• Align and partner with global alliance leaders to ensure regional partner GTM initiatives that support the global and local strategy and goals.
• Collaborate closely with product marketing, product management and Partner Marketing functions to build quality customer-focused campaigns, offers, and Go-To-Market initiatives.
• Deliver closed-loop lead and deal management processes and metrics to support sales and marketing objectives and goals.
  
  

• Bachelor's degree in a related field (e.g., Computer Science, Information Technology.)
• 5+ previous experience in a customer-facing role, such as account management or customer support.
• Knowledge of storage technologies and protocols (RAID, NFS, SMB, iSCSI, FC).
• Excellent communication and interpersonal skills.
• Be able to learn fast and have a deep understanding of the company's products and services.
• Strong technical aptitude and the ability to understand and communicate technical concepts.
• Problem-solving and analytical skills.
• The ability to work independently and as part of a team.
• Project management skills are a plus.
  
  

• Experience with virtualization systems and technologies (VMware, KVM, Docker, Kubernetes).
• Experience with cloud services (AWS, Azure, GCP).
• Experience identifying and troubleshooting network connectivity and performance issues.