Senior Technical Account Manager (TAM)

Hi! I'm Ken Jackson, Global Director of Technical Account Management - at Puppet.

I am looking for a Technical Account Manager (TAM) to join our team in the US. 

A TAM at Puppet is a for-fee enhanced level of service sold to many of Puppet’s largest and most strategic customers around the world. It resides within the Professional Services Organisation and will report to the Global TAM Director position. A TAM elevates the post-sales experience with our customers. We are looking for someone who has both a solid technical background and who is also a capable and personable consultant with customers in the field.

A successful TAM at Puppet cares deeply about meeting our customers' needs and takes pride in helping our customers reach their maximum potential with our portfolio of awesome Puppet products. Further, you will be a continuous and visible point of presence at our customers, and will work closely with the Puppet sales organization to ensure that each TAM engagement leads to measurable and successful results with every customer.

Puppet is working through complex challenges as we usher in a new era of pervasive automation—and you'll be instrumental in understanding customer challenges and leveraging your technical and customer-facing experience to help us provide a top-flight experience with Puppet products to all of your customers.

Meaningful work you'll contribute....

• Always acting as the customer’s champion inside Puppet and carefully understanding and articulating the needs of the customer.

• Knowing the appropriate moment to bring in the Sales Engineer, Engineering, Product Management, Support, Advisory Services to best assist the customer.

• Handle management communications and demonstrate a central point of leadership for complex Priority 1 incidents where these incidents may require coordination across multiple teams inside Puppet (senior leadership, support, sales, engineering, professional services).

• Proactively deliver Puppet product best practice reviews to ensure continued product adoption and an operational approach to success.

• Establish regular cadence with customers to measure progress against the Customer Success Plan (CSP) and to identify new asks and/or wants on behalf of the customer.

• Be able to develop and provide quarterly business reviews with C-level executives, practitioners, and other management with your customers.

• Proactively handle business and technical hurdles and help facilitate expedited problem resolution to ensure prioritization and key resource access within Puppet support and engineering teams.

• Working closely with Puppet Product Management, deliver roadmap sessions to your customers.

• Collaborate and drive customer success strategy with the account team and the Puppet sales organization.

You are...

• Technical and analytical. We serve our customers best by understanding their technical challenges and giving them the best direction for their path forward. You have a diverse base level of technical skills in operating systems, infrastructure, and cloud technologies to help the customer navigate their planned use cases and IT roadmap with Puppet. You can elevate complex technical ideas into “business speak” when needed.

• Highly independent. The TAM position is customer facing and the TAM team is relatively small and growing. Therefore, you should be comfortable operating within a start-up model with a high degree of autonomy and independent responsibility while still executing against the Global TAM program framework and deliverables.

• Customer centric. We serve our customers by managing their expectations and delivering what we promise.

• A motivated self-starter. We are a geographically diverse team which needs a contributor who is quickly able to understand customer requirements and expectations.

• Detail orientated. We serve our customers by both understanding their technical challenges and also their desire to maximize their ROI with Puppet.

• An excellent communicator. We interface with our customers by being able to speak and write in a way that can relate to any audience. You have excellent written and verbal presentation skills so you can effectively summarize expectations and results with both customers and our sales organization.

• A strategic thinker. We help customers develop and manage a long-term strategy for their use of Puppet products.

Valuable experiences and skills you'll bring to Puppet

• Experience with Google Suite of productivity tools (Google Docs, Google Sheets, Google Slides) or equivalent Microsoft SW essential.

• Have a technical degree (CS/IT/Eng/ITSec) or equivalent experience.

• Past experience as a consultant or in a previous TAM role highly desirable.

• A solid level of technical knowledge. We are looking for a contributor who a good level of experience in technology and is able to speak to myriad customer needs. (You will take a Puppet Practitioner course after you join).

• Operating systems. We are looking for a contributor who has foundational knowledge in Linux and/or Windows systems.

• Bonus, but not required (shout about it in your application if you have experience):Puppet/Ruby. We will definitely train you on how to use Puppet, but having Puppet and/or Ruby experience will help you ramp up more quickly as a Technical Account Manager.

We are hiring at various experience levels and we’re particularly interested in having a diverse team with a broad set of skills and viewpoints. If this seems like your dream job, but you’re not sure if you qualify, apply anyway!

*Visa Sponsorship

Please note, this position is not eligible for visa sponsorship.

About Puppet

Puppet’s core mission is to eliminate soul crushing work. We created the industry standard for managing infrastructure as code. And we didn’t stop there—our product portfolio has grown to help organizations automate across their entire software delivery lifecycle. With more than two-thirds of Fortune 100 companies using Puppet’s open source or commercial products, our code is helping power thousands of organizations across the world.

As the industry leader in DevOps solutions, we realize that our success is a collective effort; all made possible by the incredible people working here, our customers, partners, and Puppet community. Our culture is built on positivity, diversity, inclusivity and support—and we seek people who are resilient, entrepreneurial-minded, team players who continually strive to be incrementally better every single day. In our work together we aim to be curious, accountable, empathetic and, above all, collaborative. If this sounds like the environment you’d thrive in, why not say hello?

Puppet is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, veteran status, disability, or any other protected class.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact +1-877-575-9775 for assistance.