Lead Technical Account Manager

The Customer Success team works directly with Gremlin's customers from onboarding through renewal to ensure our products implementation and thus our Customer's enablement and success. You will build and expand the customer's technical expertise and help prove the business value of Gremlin as THE tool to support an organization's Chaos Engineering practice. Acting as an extension of the customer's team, you will collaborate with our customer's highly technical engineers and engineering leaders to evangelize chaos engineering, support experimental design, and tailor targeted chaos within a customer's applications and architecture to help them develop reliability measures. Ultimately, your work is integral to an organization's ability to drive a business plan designed to deliver a more resilient system. Joining you in this collaborative role, you will work with Gremlin's Customer Success Managers, Professional Services, and Product Teams. Our team is a tight-knit group of technically minded individuals and relationship magic managers who together help customers implement, enable, and adopt our platform and chaos engineering best practices to take our customers to the next level of reliability.

In this role, you'll get to:

• This foundational role will help develop the TAM motion within the organization, working closely with our Head of Customer Success to develop the department
• You will be the right hand to the Head of Customer Success and leader of this team, building the business, it's goals and it's direction and ultimately managing the TAM team as we scale and grow
• This will be a player build role as creating the role means getting hands on with customers and diving deep into their implementation, onboarding, and first tier technical needs
• Execute a business plan established during the pre-sales customer engagement
• Understand a customer's infrastructure as it relates to the product and the importance of chaos engineering as a practice
• Speak to all personas of the customer's organization to facilitate onboarding, implementation, and adoption of our app to ultimately reach their desired business outcomes
• Assist customers with the implementation of Gremlin's agent and mitigate any issues they may have
• Integrate Gremlin with existing customer enterprise tools, such as CI/CD pipelines
• Provide dedicated Office-Hours and perform architecture reviews with your customers (application and infrastructure perspectives) and understand failure points (9's of reliability)
• Identify applications or services to target for Chaos Engineering experiments
• Organize, plan, and assist in running GameDays with customers
• Generate Executive Reports on Chaos Engineering tests findings and make recommendations on next steps
• Provide a direct line of support for customers by participating in our Office-Hours program
• Align customer goals with the Gremlin account team to drive deliverables
• Engage with the Gremlin product team customer experiences

We'll expect you to have:

• 3+ years in Solutions Engineering, SRE, DevOps, IaaS or SaaS providers, or Software Development
• 3+ years in delivering reports and presenting in meetings with customers at both technical and executive levels
• 3+ years as a Technical Account Manager working directly with customers
• 2+ active involvement or leadership with building out team foundational material, processes, and tooling
• Excellent verbal and written communication skills
• Experience with an object oriented language - Java, Node.JS, Python or Go
• Strong Linux (or Windows) and Container experience
• Ability to manage up and down and creatively outside the box

Bonus Experience:

• Experience in a previous role supporting the establishment and growth of Chaos Engineering
• Experience deploying agent based SDKs and troubleshooting failure points and bugs
• Experience owning customer technical escalations
• Experience building implementation and technical account manager process for SaaS
• Experience leading teams
• Knowledge of modern DevOps and SRE tools
• If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box—we're looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.

Benefits:

• Competitive compensation
• 401k Match
• Stock Options
• Flexible PTO
• Competitive benefits package, including medical, dental, and vision insurance
• Team Activities (currently virtual due to Covid-19)