Technical Account Manager

About Us Orkes is a platform for developers to build durable, distributed event driven applications. Based on the popular open source orchestration engine Conductor , Orkes lets developers focus on faster go to market with applications, scaling them to handle billions of workflows 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