[Hiring] Technical Account Manager @Platform.sh

Platform.sh is a unified, enterprise-grade platform to build, run, and scale fleets of websites and applications. The Platform-as-a-Service (PaaS) that removes the complexities of cloud infrastructure management and optimizes development-to-production workflows. Built for developers, by developers, Platform.sh gives development teams control and peace of mind and reduces the time it takes to build and deploy applications.

We are trusted by 5,500+ organizations worldwide —providing 24x7 support, managed cloud infrastructure, and automated security and compliance all from one, reliable PaaS. Keeping applications safe, secure, and available around the clock with full control over data.

Platformers are a remote, global workforce and we thrive within a multicultural team, dedicated to open source and to an open, welcoming environment. Our team spans the age and experiential spectrum. What’s our common thread? A curious spirit and a thirst for knowledge; an eagerness for new ideas and cultures. We believe we can build anything together.  

Bring your expertise and enthusiasm to our fast-growing, global organization. Your contributions, collaboration, and unique point of view are recognized and valued here. 

The Technical Services team is looking for a Technical Account Manager to provide technical advisory and consulting services to our large customers and partners in the EMEA region (mainly Western Europe).

The Technical Account Manager's main mission is to partner with the Customer Success Managers and the Account Managers to  build, maintain and manage the relationships with our customers and partners. The goal would be to help the customers achieve their outcomes using our products and services in the best possible way, and continuously improve and grow our partnerships.

• Customer Engagement and Relationship Management: Serve as the primary point of technical contact for assigned customers, building strong relationships and fostering customer loyalty. Conduct regular meetings and technical discussions with customers to understand their requirements, challenges, and objectives. Act as a trusted advisor, providing strategic recommendations on utilizing our products and services to meet customer goals. Helping facilitate communication between the customer, our internal support team, and potentially other external stakeholders, like development agencies.
• Technical Expertise: Demonstrate in-depth knowledge of our products and services, as well as industry best practices. Understand customers' technical environments and architectures to offer tailored solutions and optimizations. Troubleshoot complex technical issues and coordinate resolution efforts with internal teams.
• Adoption and Utilization: Monitor and analyze customer usage patterns to identify opportunities for increasing adoption and utilization of cloud services.
• Account Growth and Renewals: Identify opportunities for account expansion and upselling of additional cloud services. Work closely with the Sales team to support renewals and drive customer retention.
• Technical Advocacy: Represent the customer's interests within our organization, Liaising with product and engineering teams when necessary for product improvements and high demand feature requests. Stay up-to-date with the latest trends and developments in our technology and share relevant insights with customers.
• Escalation Management: Handle customer escalations promptly and efficiently, ensuring issues are resolved to the customer's satisfaction.

You'll be accountable for 6 to 10 active enterprise customers with a wide range of projects. This requires strong communication and organizational skills, but most of all, curiosity and enthusiasm for helping clients solve their problems.

This position does not have on-call duties but encompasses some traveling (up to 15% within your timezone).

• A caring mindframe and an empathetic spirit. The ability to think from other perspectives is a trait we ask of all Platformers
• Proven experience in a technical account management or customer-facing role within the tech industry and a solid understanding of of web development lifecycle
• Extended experience with enterprise level customers, relationship management with the ability to communicate complex technical concepts to non-technical stakeholder
• Problem-solving skills with the ability to think analytically and strategically
• Deep understanding of complete, modern hosting stacks
• Extensive experience with web applications of various kinds. PHP, Node.js, and Python applications are especially important to our current business
• Experience with Git, CDNs and experience with DNS and TLS certificates and encryption
• Excellent command of the English language 
• Enthusiastically adept at explaining complex technical concepts with clarity
• Exceptional written communication ability

• Knowledge of Magento Ecommerce, Symfony, Drupal, Ibexa, or Typo3
• Experience with IaaS solutions, such as AWS, GCP, Microsoft Azure…
• Relational database skills
• Professional French and/or German
• Public speaking experience
• Blogging or writing experience

• Teamwork is the key: We’re part of the Customer Success department, it is never a one-person job to make a customer happy and successful.

We’re a worldwide, distributed team looking for the best talent. Our remote model has been in practice and thriving since 2014. To us, remote work means flexibility and having truly diverse, global teams. 

• An innovative product you can believe in. We’re sustainably changing the way companies develop and manage their web applications
• We’re voted as A Best Place to Work by 96% of our employees, Forbes Top 30 Companies for Remote Jobs, and in France Best Workplaces for Women
• Hands on leadership that cares in a flexible, open work environment, where your voice is encouraged. We can always find ways to do better and look forward to hearing your ideas
• A global team, rich with culture and diversity
• Company-wide DE&I initiative that you can be a part of
• Team off-sites such as go-to-market teams kick-off, local meets
• A Wellness stipend and a Professional development budget
• Office equipment budget
• Fair PTO (standards based on location)
• Inclusive parental leave (timeline based on location)
• Healthcare, dental, and vision (US, CA, UK, and FR employees only)
• Tandem – a pool of linguists from around the world willing to help each other work on learning new languages
• Company shares (discretionary)
• Unlimited Platform.sh accounts

We know that a great hire won’t meet every requirement that we’ve outlined. If you can see yourself elevating the team, we want to hear your story. Few of us would be here had we not taken a chance.   

You can expect 5 interviews on Google Meet. You will have the opportunity to meet with a variety of Platformers throughout the interview process. Our goal is to ensure you can make the most informed decision on whether our culture aligns with what you’re looking for in your future working environment. 

All roles require background checks.