[Hiring] Enterprise Technical Account Manager @Newfold Digital

Role Description

We are seeking a highly technical, customer-focused Enterprise Technical Account Manager to deliver a white-glove support experience for customers running workloads on Oracle Cloud Infrastructure (OCI). This role combines onboarding, technical guidance, proactive customer success, and premium technical support to help customers successfully deploy, operate, and optimize cloud environments.

Serving as the primary technical advisor for premium support customers, this individual will:

• Accelerate customer time-to-value
• Improve operational health
• Reduce downtime
• Increase customer retention through proactive engagement and expert technical guidance

Qualifications

• 5+ years supporting enterprise cloud infrastructure
• Experience administering Oracle Cloud Infrastructure (OCI), AWS, Azure, or Google Cloud
• Strong understanding of:
  • Virtual networking
  • Linux administration
  • DNS
  • Firewalls
  • Virtual machines
  • Storage
  • IAM
  • Monitoring
  • Backup and disaster recovery
• Experience managing customer-facing technical escalations
• Excellent written and verbal communication skills
• Strong project management and customer relationship skills

Requirements

• Lead technical onboarding for new premium customers
• Review customer architecture and deployment plans
• Assist customers with:
  • OCI tenancy configuration
  • Identity and access management
  • Networking
  • DNS
  • Virtual Cloud Networks (VCNs)
  • Load balancers
  • Compute provisioning
  • Storage configuration
  • Monitoring
  • Backup strategies
• Validate production readiness before launch
• Provide best practice recommendations for:
  • High availability
  • Disaster recovery
  • Scalability
  • Security posture
  • Cost optimization
  • Resource sizing
  • Performance optimization
  • Networking design
  • Identity management
  • Monitoring and observability
• Conduct recurring operational health reviews
• Monitor customer environments for operational risks
• Identify optimization opportunities before issues occur
• Recommend service improvements and new OCI capabilities
• Review platform usage and adoption
• Drive customer success plans for strategic accounts
• Recommend automation opportunities
• Identify recurring issues that should be addressed through documentation, tooling, or product improvements
• Contribute to internal knowledge base articles and runbooks
• Partner closely with:
  • Technical Operations
  • Product Management
  • Engineering
  • Security
  • Customer Success
  • Professional Services
  • Sales Engineering

Benefits

• Excellent Health Insurance options to fit you
• HSA, Medical, Dental, Vision
• Matching 401K
• Life/AD&D/STD/LTD
• Tuition Reimbursement
• Pet Insurance
• Generous vacation policy
• And much more!

Success Metrics

• Customer onboarding time
• Premium customer satisfaction (CSAT)
• First response SLA attainment
• Mean time to resolution (MTTR)
• Renewal rate of premium customers
• Reduction in repeat technical issues
• Adoption of recommended best practices
• Number of proactive customer health reviews completed
• Customer expansion and retention influence

What Success Looks Like

Within the first year, this individual will establish a premium support experience that delivers:

• Rapid onboarding for premium customers
• Trusted technical advisory relationships
• Proactive operational guidance
• Faster incident resolution
• Higher customer satisfaction and retention
• Increased adoption of OCI best practices
• A scalable premium support offering that differentiates the organization through expertise and customer success

Company Description

At Bluehost, we believe all small businesses deserve the opportunity to succeed online. Our mission is to give small businesses the confidence to think big. We're the all-in-one platform for small businesses to grow online with powerful simplicity, premium performance, smart tools, and human support.