DigitalOcean - Technical Account Manager

Job/Role/Title: Technical Account Manager

Experience Range: 5-8 years

Location: Remote

Do you ever wonder what happens inside the cloud?
Headquartered in New York but based around the world, DigitalOcean is a dynamic, high-growth technology company that serves a robust and passionate community of developers around the world. Our mission is to simplify cloud computing for developers and businesses. We are working on solving some of the most challenging and interesting technology projects around, on a scale unmatched by most.

We want people who are passionate about building meaningful, long-term relationships with our customers that help grow and scale business in the cloud.
Our Technical Account Manager teams mission is to partner with our most critical business customers, helping them achieve desired outcomes through optimal use of the cloud platform aligned to their business strategy. Technical Account Management is an integral part of our company.

They are passionate about building meaningful, long-term relationships with our customers and are experts in cloud technology and the digital economy. As the voice of the customer, you have the opportunity to influence decisions that will greatly improve user experience and contribute to DigitalOceans long-term success.

This is a unique and exciting opportunity for someone who is passionate about advising companies as they scale. This multifaceted role combines the responsibilities of a Technical Account Manager with leadership, technical, and strategic elements, making it a crucial position within our organization.

What You Will Be Doing:

What You Will Be Doing:

Technical Consultation & Architecture Design:

- 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.

Proactive Customer Engagement & Growth:

- Manage and maintain DigitalOceans 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 DigitalOceans strategic goals.

- Proactively monitor customer usage trends, identify potential risks, and uncover new opportunities for growth and adoption.

Advocacy & Cross-Functional Collaboration:

- 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 DigitalOceans offerings to customers.

- Contribute to internal and external technical documentation, and provide training for DigitalOceans teams and partners to ensure knowledge transfer.

Tooling & Efficiency:

- Develop tools and scripts to streamline DigitalOceans technical engagements, improving the efficiency of the Technical Account Management functions.

- Stay current with industry trends and best practices to continuously enhance DigitalOcean's customer engagement strategies.

What Well Expect From You:

Technical Expertise:

- Proven experience in cloud infrastructure and deep knowledge of Linux, distributed systems, and automation.

- Programming or development experience, with basic skills in at least one mainstream language (e.g., Python, Go).

- Understanding of provisioning and deployment strategies, with knowledge of tools like Terraform, Ansible, and Docker.

- Proficiency with at least one major cloud platform (AWS, Google Cloud Platform, or Azure).

- Proven track record of successfully troubleshooting technical problems.

- Familiarity with version control (e.g., Git), SQL and basic database administration, CI/CD tools, and AI/ML infrastructure principles.

Customer-Centric Approach:

- Passionate about delivering exceptional customer experiences, with a history of building successful technical solutions that align with business goals.

- Ability to manage multiple stakeholders, prioritize effectively, and set clear expectations.

- Strong analytical skills to monitor customer trends and identify opportunities for improvement and growth.

- Experience advocating for customer needs and translating feedback into actionable insights.

Communication Skills:

- Strong verbal and written communication skills, capable of translating complex technical concepts for varied audiences.

- Ability to create and deliver technical presentations and training sessions that resonate with customer needs.

Adaptability & Initiative:

- Self-starter with a passion for technology and open-source projects, eager to learn new tools and systems.

- Quick to adapt to changes in the cloud ecosystem, always looking for ways to improve customer engagement and technical solutions.

- Extra credit for experience in (Technical) Customer Success, Solutions Engineering, or Technical Account Management roles, particularly within fast-paced startup environments.

Extra Credit:

- Experience with networking (Cisco/Juniper), automation tools (Terraform, Ansible), virtualization (KVM, Xen), and databases (e.g., MongoDB, MySQL).

- Familiarity with open-source technologies, such as Docker, Kubernetes (CKA/CKE), and DigitalOceans API.

- Linux certifications (e.g., RHCSA/RHCE)

- Experience working with large CRMs like Gainsight and Salesforce