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Strategic Technical Account Executive

3 months ago

Newfoundland and Labrador, Canada Tetrate Full time

Tetrate is in search of a dedicated Technical Account Executive to manage and support two significant strategic accounts.

We are looking for a driven mid-level to senior professional who excels in rapid execution and navigating through uncertainty.

In this role, you will take ownership of the ongoing technical relationship throughout the entire lifecycle of the customers in your portfolio, working closely with the Customer Success and broader account teams.

Your position will serve as a trusted technical advisor, responsible for shaping the technology strategy for clients who have adopted the Tetrate Service Bridge (TSB) solution, assisting them in realizing the full potential of the platform.

Your primary goal will be to enhance value, retention, and adoption of Tetrate's offerings throughout the customer lifecycle, acting as the technical liaison between Tetrate and your clients' platform and engineering teams.

You will be tasked with comprehending your customers' requirements and proactively advancing technical initiatives that enable them to meet their business objectives.

As necessary, you will oversee Tetrate's professional services team and advocate for the value generated by the professional services engagement within the customers' organizations.

Your responsibilities will include managing two large strategic named accounts characterized by complex enterprise structures and architectures, presenting unique geographical, scale, and complexity challenges.

This role offers an opportunity to leverage your expertise as a product and implementation specialist, business analyst, problem solver, and customer success professional, combined with a high level of product and technical knowledge, to deliver impactful engagements that yield tangible results for some of Tetrate's most sophisticated clients.

You will be accountable for client success, collaborating with the Customer Success Team to maintain the technical relationship for your assigned accounts and facilitate technical adoption, accelerated value realization, and ongoing technical growth.

Assist customers in effectively implementing Tetrate across their technology stack and refining that implementation as their use of Tetrate evolves and becomes increasingly beneficial.

Manage Tetrate's post-sales program for two strategic customers by:

  • Customizing the post-sales program to align with customer business objectives, including regular check-ins, quarterly business reviews, upgrade scheduling, and educational initiatives.
  • Collaborating with the Customer Engineering team to oversee professional service delivery.
  • Assisting project managers in collecting, organizing, and evaluating customer requests.
  • Helping field teams identify new use cases and upsell opportunities.

Lead effective communication with customers' working teams and executive stakeholders by:

  • Coordinating account plans and strategies across top strategic accounts.

Identify common customer requests to enhance the quality and efficiency of Tetrate's responses through playbooks, and improve key account health metrics, including:

  • Number of workloads under management.
  • Satisfaction with product and service delivery.
  • Net dollar retention.

Key qualifications include:

  • Fluency in modern infrastructure and DevOps technologies, including but not limited to container orchestration, networking, CI/CD tools, observability, and security.
  • Experience in infrastructure or network architecture advisory roles.
  • Background in software engineering.
  • A proven track record of developing, monitoring, and facilitating the execution of complex plans with multiple workstreams and dependencies.
  • Expertise in building customer trust and consultatively influencing decision-makers.
  • Prior experience in technical customer success, solution engineering, or solution architecture.
  • An engineering undergraduate degree or equivalent professional experience is required; an MBA or equivalent advanced degree is a plus; consulting experience is also advantageous.