Senior Technical Account Manager

Overview

Dive in and do the best work of your career rney alongside a strong community of top talent who are relentless in their drive to build the simplest scalable cloud. If you have a growth mindset, naturally like to think big and bold, and are energized by the fast-paced environment of a true industry disruptor, you’ll find your place here. We value winning together—while learning, having fun, and making a profound difference for the dreamers and builders in the world.

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 Success team’s 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 Success 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 Digital Ocean’s 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 Success Manager with leadership, technical, and strategic elements, making it a crucial position within our organization.

As a TSM at Digital Ocean, you are a strategic partner for our 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 on Digital Ocean, helping them solve complex challenges and maximize the value of their cloud infrastructure.

What You Will Be Doing

• Technical Consultation & Architecture Design:
- Develop and maintain deep expertise in the Digital Ocean 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:
- Partner closely with customers to drive engagement, retention, and expansion of their Digital Ocean 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 Digital Ocean’s 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 Digital Ocean, 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 Digital Ocean’s offerings to customers.
- Contribute to internal and external technical documentation, and provide training for Digital Ocean’s teams and partners to ensure knowledge transfer.

• Tooling & Efficiency:
- Develop tools and scripts to streamline Digital Ocean’s technical engagements, improving the efficiency of the Technical Success functions.
- Stay current with industry trends and best practices to continuously enhance Digital…