Senior Cloud Infrastructure Specialist

We are looking for a passionate and experienced Technical Customer Success Manager to join our team. This is an exciting opportunity for someone who is dedicated to building meaningful, long-term relationships with our customers and helping them grow and scale their businesses.

As a Technical Customer Success Manager, you will be a strategic partner for our key business customers, ensuring they receive the guidance, support, and resources needed to succeed. You will leverage your technical knowledge and customer advocacy skills to retain and grow our customers' deployments, helping them solve complex challenges and maximize the value of their infrastructure.

• Customer Consultation & Architecture Design:
  • Develop and maintain deep expertise in cloud infrastructure and the evolving 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 environments.
  • Maintain knowledge of best practices and recent technologies through regular attainment and maintenance of important technology certifications and coursework.
• Proactive Customer Engagement & Growth:
  • Manage and maintain key accounts.
  • Partner closely with customers to drive engagement, retention, and expansion of their workloads.
  • Conduct quarterly business reviews 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 investments.
  • Collaborate with internal teams to align customer needs with 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 the organization, 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 offerings to customers.
  • Contribute to internal and external technical documentation, and provide training for teams and partners to ensure knowledge transfer.
• Tooling & Efficiency:
  • Develop tools and scripts to streamline technical engagements, improving the efficiency of the customer success functions.
  • Stay current with industry trends and best practices to continuously enhance customer engagement strategies.

• 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.
  • Understanding of provisioning and deployment strategies, with knowledge of tools like Terraform, Ansible, and Docker.
  • Proficiency with at least one major cloud platform.
  • Proven track record of successfully troubleshooting technical problems.
  • Familiarity with version control, 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.

• Cloud certifications and NVIDIA certifications for GPU and AI/ML.
• Experience with networking, automation tools, virtualization, and databases.
• Familiarity with open-source technologies, such as Docker, Kubernetes, and DigitalOcean's API.
• Linux certifications.
• Experience working with large CRMs.

• We innovate with purpose, simplifying cloud and AI so builders can focus on creating software that changes the world.
• We prioritize career development, providing access to resources to support continued growth and development.
• We care about your well-being, offering a competitive array of benefits to support you from employee assistance programs to flexible time off policies.
• We reward our employees, recognizing individual contributions to our mission.
• We value diversity and inclusion, recognizing that diverse perspectives and backgrounds build stronger teams and products to serve our customers.