Senior Technical Account Manager - Major Account

DataDirect Networks is a leading global provider of data storage and data management solutions at scale. We accelerate AI and High Performance Computing workflows and applications in data centers, private and public clouds, and at the edge. Thanks to our technology, over 11,000 customers realize significant efficiencies in their GPU and CPU compute farms, substantially reducing their data center power consumption and footprint. Utilizing highly optimized flash technology and AI-enabled software, our products power some of the largest and most demanding customers in the world in fields such as autonomous driving, AI chatbots, healthcare, financial services, manufacturing, energy, government, public sector, and research institutions, as well as generative AI and data analytics applications.

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 person will work directly with the customer to ensure success and overall account business continuity and enable, support, the customers site reliability engineering team. They 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 member 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:

• 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.
• Work to support 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.
• Work with customer teams to quickly identify and rectify issues
• Work along with pre-sales to develop customer solutions to solve the most challenging problems
• 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’ technical experience 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 working in 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
• Requires parallel filesystem knowledge (EXAScaler, Lustre or GPFS)
• Large scale HPC/AI/ML system experience is a plus (compute, GPE, networking)
• Experience with Infiniband and Ethernet networking (configuration and troubleshooting)
• Linux Admin skills required

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.