Technical Account Manager (Romania)

Platform9 is seeking a Technical Account Manager (TAM) to provide enterprise support and customer success services for their private cloud solutions, acting as a trusted technical advisor to enterprise clients.

Location: Romania

Responsibilities

• Own technical relationship and outcomes for a portfolio of enterprise customers, acting as the primary technical point-of-contact for ongoing success and support coordination.
• Identify, manage, and drive resolution of critical technical issues (escalations) and customer-impacting risks; coordinate support activities across Platform9 Support, Engineering, Product, and partner/3rd-party vendors in multi-vendor environments.
• Monitor and manage open cases during business hours; ensure clear prioritization, timely updates, and strong issue hygiene (repro steps, logs, timelines, customer impact, and workaround status).
• Perform environment assessments and documentation, including architecture reviews, configuration validation, and operational readiness checks for production clusters.
• Plan and guide lifecycle activities, including upgrades, patching, expansion, capacity planning, and release planning—aligned with customer maintenance windows and change processes.
• Proactively analyze risk using known issues, release notes, bug advisories, and customer-specific configurations; provide clear, actionable guidance to reduce incidents and downtime.
• Monitor customer environments using available telemetry/health signals (where enabled) and customer-shared observability data to identify trends, emerging issues, and optimization opportunities.
• Ensure adherence to Platform9 best practices for reliability, security, and performance (e.g., HA design, networking/storage configuration, cluster operations, RBAC, and upgrade practices).
• Prepare and deliver periodic and custom reports (e.g., case review summaries, incident postmortems, health checks, adoption progress, operational risks, upgrade readiness).
• Communicate new capabilities and recommendations (new features, platform changes, field/product alerts, and operational guidance) in a way that’s relevant to the customer’s goals.
• Educate customers on Platform9 tools, workflows, and operational patterns; drive enablement for platform administrators and operators.
• Compile and deliver root cause analysis as required, coordinating internally to ensure completeness and clarity (symptoms, contributing factors, corrective actions, prevention).
• Represent Platform9 in recurring support/customer success meetings (e.g., weekly operational check-ins, incident reviews, QBRs/EBRs), translating technical status into business impact.
• Manage special projects as assigned by management to meet customer and cross-functional team needs (e.g., onboarding improvements, escalation process refinement, product feedback loops).

Requirements

• Excellent written and verbal communication skills, including the ability to explain complex technical issues to both technical and non-technical audiences.
• Strong interpersonal skills and customer service mindset; ability to build trust with customer stakeholders and collaborate effectively across internal teams.
• Account management and project/program management experience—comfortable driving action plans, timelines, and executive-ready status updates.
• Strong aptitude for learning new technologies and applying them in customer-facing environments.
• Creative, structured approach to problem solving; strong troubleshooting instincts and escalation leadership.