Director, Major Account Technical Management

DDN Storage is the world leader in high performance and massively scalable data management and storage solutions that accelerate business results and scientific insights for data-centric organizations worldwide. Our unified, end-to-end platform uniquely addresses the tiered storage and large-scale data management demands of mixed workloads, multiple collaborative data centers and Web and cloud environments. Across traditional and commercial high-performance markets, customers rely on DDN Storage to solve the most demanding big data problems in industries such as cloud, online content and social networking, security and intelligence, life sciences, finance, energy, and media production.

Technical Account Manager - Major Accounts 

DDN is looking for a Technical Account Manager - Major Accounts to provide leadership and build a highly effective and customer focused technical account team ensuring customer success. 
This manager will work directly with the customer to ensure success and overall account business continuity and enable, support, the customers site reliability engineering team.
This person and team will also interface directly with DDN Product Management, Support, Engineering and Field teams to establish requirements, document and deliver tested solutions, manage priorities with customer issues and develop reporting and feedback loops as required.  This team will be remote but will be required to travel for customer and DDN internal meetings. This role will focus on one large DDN account with several geographically dispersed locations globally.

Responsibilities

• Lead a team of dedicated resources and work closely with DDN Support, product Management, Engineering, Support and other shared resources to ensure the success and business continuity of an assigned customer account.
• Develop a team of project management, technical account management interfacing with the customers Site Reliability Engineering team (SRE).
• Define and document processes and best practices.  Ensure they are communicated and followed.
• Be the operational focal point for a large, Globally distributed customer environment
• Drive operational efficiency through automation, documentation and project management.
• Develop feedback loops with Project Management, Engineering and Field teams.
• Lead daily, weekly, monthly meetings with customer and DDN resources as required
• Monitor and report Operational status and measure against project plan.
• Manage and track workload and requests.  Prioritize the resolution of urgent requests with progress on longer term projects.
• Work with Engineering, Product Management and the Field engineering teams to translate customer requirements into RFEs

Required Skills

• 8+ years’ experience leading a team and working in a cross-functional environment.
• Strong leadership, planning, decision making and communication skills.
• Experience in leading large programs
• Ability to communicate with customer and DDN executive staff effectively
• Project management skills required and PMP or similar certification is a plus.
• Experience in leading, staffing and building a strong, effective and customer-focused team.
• Experience in building and managing remote teams located around the globe.
• Experience developing documentation and procedures.
• Experience in managing heterogeneous hardware and software (servers, network, applications, file systems) environment projects preferred.
• Experience in AI/ML infrastructure management and operations at scale and in cloud environments

DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities: 

Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives. 

Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable. 

Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful. 

Innovative - Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.

DataDirect Networks, Inc. is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, transgender, sex stereotyping, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.