Technical Account Manager, Percona

• Our ideal candidate is someone who has proven management experience as a DBA who is looking to approach and influence database problems from a strategic level
• You will be motivated by building strong customer relationships and driving continuous improvement
• You also love to be surrounded by other smart, driven people who are eager to share their knowledge, and will always have your back
• 3 or more years experience with MySQL or PostgreSQL and related technologies, or
• 3 or more years experience with MongoDB or other NoSQL databases and related technologies
• Demonstrated ability to work well with people and communicate effectively both internally and with customers and remain calm under pressure
• Strong work ethic and entrepreneurial approach
• Ability to take ownership of a support incident, and own through to resolution
• Ability to understand how applications and services interact with the database in different architectures
• Exposure to DBaaS products and ability to articulate the service offerings - specifically within AWS, Microsoft Azure and Google Cloud
• Fluency in written and spoken English
• Ability to work independently with minimal direction or as part of a team as needed
• Ability to work remotely and travel up to 25%
• Ability to pass required background check

Desirable

• As the leading provider of open source database solutions, Percona’s Technical Account Managers serve as a customer advocate and technical resource for a dedicated group of Percona customers
• As a dedicated point of contact, they partner closely with their customers to understand their technical requirements and business structure, and serve as a bridge to Percona resources - coordinating consulting projects, communicating updates, managing support issues and driving awareness for customer escalations
• The Technical Account Manager will be a sounding board for customer issues, and facilitate resources internally to help customers achieve their technical goals
• Develop and maintain customer relationships with primary customer contacts at Percona’s largest, most complex customers
• Coordinate overall status on support tickets and consulting projects to ensure updates are communicated back to the customer on a regular cadence
• Coordinate with the Consulting Operations team on new projects for top customers, ensure correct resources are assigned and timelines are adhered to
• Work daily internally and externally to ensure the technical goals of your assigned customers are met, co-owning their technical success with the extended Global Services organization
• Provide an escalation point for customers for support and consulting projects
• Identify growth opportunities and provide feedback to the Customer Success and Sales teams
• Guarantee the technical aspects of the customer implementation by providing necessary documentation and technical guidance
• Ensure customer specific technical documentation is created and maintained for use by the Percona Technical Delivery teams
• Improve product feature offerings by providing feedback from partners and customers to internal teams