Technical Account Manager

Job description

**About Us** Orkes is a platform for developers to build durable, distributed event driven applications. Based on the popular open source orchestration engine [Conductor](https://github.com/conductor-oss/conductor), Orkes lets developers focus on faster go to market with applications, scaling them to handle [billions of workflows](https://medium.com/orkes/running-a-billion-workflows-a-month-with-netflix-conductor-5fd358d9b6c1) without having to worry about failures, scalability or visibility into the executions. The Technical Account Manager (TAM) is responsible for providing high-quality technical support to customers, managing the customer relationship post-sale, and ensuring the successful implementation and ongoing usage of the company’s products. The TAM acts as a trusted advisor, helping customers to achieve their business goals through the effective use of the company's solutions. **Your day-to-day at Orkes:** - . **Customer Relationship Management:** - Serve as the primary point of contact for assigned customers, developing a deep understanding of their business and technical environments. - Build and maintain strong, long-term relationships with key stakeholders. - Regularly engage with customers to ensure satisfaction, address concerns, and understand their evolving needs. - **Technical Support and Solutions:** - Provide expert technical guidance and support to customers, ensuring the successful implementation and operation of the company's products. - Troubleshoot and resolve technical issues, collaborating with internal technical teams as needed. - Develop and deliver technical training and product demonstrations to customers. - **Account Management:** - Monitor and report on the status of customer accounts, including usage metrics, service adoption, and potential upsell opportunities. - Proactively identify and address risks to customer success and retention. - Work closely with sales and customer success teams to ensure alignment on account strategies and goals. - **Customer Advocacy:** - Act as a customer advocate within the company, ensuring customer feedback is heard and acted upon. - Collaborate with product management and development teams to influence product roadmaps based on customer feedback and needs. - **Project Management:** - Oversee the delivery of technical projects for customers, ensuring they are completed on time, within scope, and to the customer's satisfaction. - Manage project timelines, resources, and budgets, providing regular updates to customers and internal stakeholders. - **Continuous Improvement:** - Stay current with industry trends and best practices to provide innovative solutions to customers. - Continuously seek opportunities to improve customer experience and internal processes. - **Technical Expertise:** - Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent work experience - Strong technical background, with experience in software, cloud services, or IT infrastructure - Ability to understand complex technical issues and communicate solutions effectively - Ability to develop workflows and build custom workers using our SDKs - Ability to guide customers on customer hosted worker configuration and scalability - Ability to guide customers on DR & mult-cluster architecture approaches - **Customer-Centric Mindset:** - Demonstrated experience in a customer-facing role, preferably in technical account management, customer success, or technical support. - Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers. - **Project Management Skills:** - Proven ability to manage multiple projects and tasks simultaneously, with a strong attention to detail. - Experience with project management tools and methodologies. - **Problem-Solving Abilities:** - Strong analytical and problem-solving skills, with the ability to think strategically and make data-driven decisions. - Ability to handle difficult situations and provide effective solutions under pressure. **Qualities that will help you succeed:** - 5+ years experience in enterprise level client-facing work - Strong technical background, with experience in software, cloud services, or IT infrastructure. - Ability to understand complex technical issues and communicate solutions effectively. - Demonstrated experience in a customer-facing role, preferably in technical account management, customer success, or technical support. - Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers. - Proven ability to manage multiple projects and tasks simultaneously, with a strong attention to detail. - Experience with project management tools and methodologies. - Strong analytical and problem-solving skills, with the ability to think strategically and make data-driven decisions. - Ability to handle difficult situations and provide effective solutions under pressure. **You will have a fast start if:** - Operations savvy mindset, with an ability to identify and eliminate process friction while continuing to build scalable processes. - Experience practicing in small to medium scale project management. - Strong organizational skills and self-starting mindset *The requirements listed in the job descriptions are guidelines. You don’t have to satisfy every requirement or meet every qualification listed. If your skills are transferable we would still love to hear from you.* **More Details** - **Start Date:** ASAP - **Status:** Full Time - **Type:** Remote - **Location:** Australia - **Department:** Sales - **Reports to:** Head of Revenue **Benefits** - Comprehensive health coverage including medical, dental, and vision - Flexible PTO At Orkes, we are committed to building a team that reflects a rich tapestry of perspectives, identities, and professional experiences. We believe that diversity is not just a checkbox, but a driving force behind innovation, creativity, and success. By embracing a variety of backgrounds, we cultivate an inclusive environment where every team member feels valued and empowered to bring their authentic selves to work. Join us at Orkes and be a part of a team where your unique perspectives are not only welcomed but celebrated. Together we are shaping the future technology by leveraging the strength that comes from embracing diversity in all its forms. Your Journey with us is an opportunity to contribute to something greater and make a lasting impact.