Manager, Technical Accounts

Have you ever wondered what happens inside the cloud?
Headquartered in New York but based around the world, DigitalOcean is a dynamic, high-growth technology company that serves a robust and passionate community of developers around the world. Our mission is to simplify cloud computing for every developer. We are working on solving some of the most challenging and interesting technology projects around, on a scale unmatched by most.
We want people who are passionate about growing teams and solving complex cloud infrastructure challenges for our customers.
We are looking for a superstar to head our growing team of Technical Account Managers. Reporting to the Director of Customer Success and Solutions, the TAM Manager will assist with the hiring and onboarding of new team members. The TAM Manager will also oversee the day-to-day activities of the TAM team and assist them in achieving department KPIs, managing escalations, and mentoring the team on best practices. In addition, the TAM Manager will work cross-functionally with Product, Engineering, and Support leadership to advocate for and provide visibility on top customer priorities.
This is an amazing leadership opportunity for individuals who are passionate about growing teams and growing customers. Leadership by example, technical depth, excellent communication skills, and a self-starter mentality are needed.
What You Will Be Doing:

• Lead, coach & develop a team of highly talented Technical Account Managers through consistent engagement; scheduling 1:1's, providing feedback, discussing Individual Development Plans, and assessing training needs.
• Identify opportunities for department-wide improvement; work with leadership to implement, communicate and support process change initiatives.
• Define playbooks and develop best practices through documentation.
• Ensure that the team meets established departmental goals and objectives.
• Report on team performance via KPIs.
• Ensure that the team engages effectively with customers in order to remove obstacles to growth.
• Act as an escalation point for urgent and critical issues requiring additional visibility and resourcing while ensuring customer satisfaction.
• Work with engineering and support leadership to identify and resolve systemic issues affecting customers.
• Advocate for the voice of the customer in order to overcome adoption blockers and drive new feature development.
• Work with Customer Success to ensure expansion and retention of businesses as they build on top of our cloud.

What You'll Add to DigitalOcean:

• 4 years of experience in a customer-facing technical role
• 2 years in a lead or management role
• Working knowledge and experience with cloud infrastructure technologies, including Compute, Storage, Networking, Kubernetes, Database, Security, Application/Function-level services and troubleshooting expertise in two or more of these areas.
• Deep knowledge of Linux and distributed systems as well as provisioning and deployment strategies and tools
• Experience interfacing with executive stakeholders, driving internal or customer-facing technical implementation, or transformation programs
• Ability to balance the demands of multiple stakeholders, define priorities and set appropriate expectations
• Strong communication skills, with the ability to articulate technical concepts in clear and concise terms
• Experience translating business requirements into technological solutions
• Quickly learn DigitalOcean systems and adapt to rapid changes
• Highly motivated with a self-starter mentality and passion for customer advocacy

Extra Credit:

• Cloud certifications are desired: Redhat, AWS, CNCF, Cisco, Comptia, Linux foundation
• Programming/Scripting: Ruby, Python, Go, Bash
• Source Code: Git
• Automation: Terraform, Ansible, Chef, Puppet, Saltstack
• Virtualization: KVM, Xen
• Open Source Technologies
• DigitalOcean: API, libraries, services

Why You'll Like Working for DigitalOcean:

• We reward our employees . The salary range for this position is based on relevant years of experience and skills. Employees may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees including grants of equity upon hire and the option to participate in our Employee Stock Purchase Program.
• We value development. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that is always challenging our teams and employees to continuously grow. We maintain a growth mindset in everything we do and invest deeply in employee development through formalized mentorship and other internal programs. We provide all employees with reimbursement for relevant conferences, training, and education.
• We care about your well-being. In addition to cash and equity compensation, we also offer employees a competitive array of benefits. In the United States, these include health insurance, unlimited vacation, retirement benefits, a generous parental leave program, and additional resources to support employees' overall well-being. While the philosophy around our benefits is the same worldwide, specific benefits may vary in other countries due to local regulations and preferences.
• We value diversity and inclusivity. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

*This is a remote role
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