Technical Account Manager

About Supermicro

Supermicro® is a Top Tier provider of advanced server, storage, and networking solutions for Data Center, Cloud Computing, Enterprise IT, Hadoop/ Big Data, Hyperscale, HPC and IoT/Embedded customers worldwide. We are amongst the fastest growing company among the Silicon Valley Top 50 technology firms. Our unprecedented global expansion has provided us with the opportunity to offer many new positions to the technology community. We seek talented, passionate, and committed engineers, technologists, and business leaders to join us to drive accelerated growth and technology-led innovation in the global marketplace.

Job Summary

The Technical Account Manager plays a crucial role in ensuring customer satisfaction and retention within our Service team. This role focuses on nurturing and growing existing customer relationships by providing exceptional technical support, proactive guidance, and strategic account management. The Technical Account Manager acts as a trusted advisor, understanding our customers' business needs and ensuring they maximize the value of our products/services. This position requires a blend of technical expertise, strong communication skills, and a passion for delivering outstanding customer service.

Essential Duties And Responsibilities

• Relationship Management: Build and maintain strong, long-term relationships with key stakeholders within assigned customer accounts. Act as the primary point of contact for all technical and service-related inquiries.
• Technical Support & Troubleshooting: Provide expert-level technical support to customers, troubleshooting issues, and escalating complex problems to appropriate internal teams as needed. Proactively identify and address potential technical challenges.
• Onboarding & Training: Assist with customer onboarding, including training users on the proper use of our products/services and ensuring a smooth transition.
• Account Growth: Identify opportunities for account growth within existing customer base, working closely with sales and other relevant teams to expand product adoption and upselling.
• Customer Advocacy: Act as the voice of the customer within the company, gathering feedback and advocating for their needs to product development, engineering, and other internal teams.
• Performance Monitoring & Reporting: Track key performance indicators (KPIs) related to customer satisfaction, retention, and service delivery. Prepare regular reports on account performance and identify areas for improvement.
• Proactive Communication: Maintain regular communication with customers, providing updates on product developments, best practices, and relevant industry news.
• Collaboration: Work closely with internal teams, including sales, engineering, product management, and customer success, to ensure a seamless customer experience.
• Documentation: Contribute to the development and maintenance of technical documentation, knowledge bases, and FAQs.

Qualifications

• Bachelor's degree in a technical field (e.g., Computer Science, Engineering, Information Technology) or equivalent practical experience.
• Proven experience in a technical account management, customer support, or technical sales role, preferably within the industry.
• Strong technical aptitude and understanding of relevant technologies, products, or services.
• Excellent communication, interpersonal, and presentation skills, both written and verbal.
• Ability to build and maintain strong customer relationships.
• Strong problem-solving and analytical skills.
• Experience with CRM software (e.g., Salesforce) is a plus.
• Ability to work independently and as part of a team.
• Passion for delivering exceptional customer service.

Key skills/competency

• Customer Relationship Management
• Technical Support
• Troubleshooting
• Account Management
• Customer Advocacy
• Problem-solving
• Communication Skills
• CRM Software
• Data Center Solutions
• Cloud Computing