Technical Account Manager Architect - India

About this role

The Technical Account Manager ("TAM") Architect role will be a member of our Support Services team and Support group, and is planned to report to our regional Support Engineering Managers. This new role will perform functions that our existing team already provides in part: ongoing TAM, Consultative, and Support functions working with a set of customers providing Consultative Support, Escalation insights, and oversight. TAM Architects will also be assisting with Support Cases for enterprise customers in an L3 role (Support Level 3 = Escalated cases).

Note:  This person can be remote in India, but must be open to regional travel as required for onsite customer visits.

A TAM Architect will be successful in the role if they provide the following aptitude and approach:

• Highly technical with a focus on providing useful solutions to our users, customers, and prospects

• Great communicator with team members and customers

• Consulting, support, and project management skills and background

• 50% of the work will be case-initiated consultative support of strategic users/customers/prospects

• 50% of the work will be TAM functions (project guidance, onboarding coordination, escalations, communications, documentation, roadmap, meeting leadership)

• Some onsite regional travel will be required, estimated currently at up to 35% of the time

WHAT YOU WILL DO:

• Work with strategic and enterprise ClickHouse users, customers, and prospects as identified by ClickHouse Sales to work on onboarding, production launches, and POCs

• Provide architectural, technical, and migration guidance and assistance

• Lead projects, escalations, and meetings to enable ongoing user/customer success

• Ownership and oversight of L3 Support Cases and Escalations, working closely with the Support L1/L2 team