WEKA is leading a paradigm shift in how data is stored, managed, and processed in the cloud and AI era. We are a pre-IPO, growth-stage company on a hyper-growth trajectory that has raised over $275M in capital and is backed by dozens of world-class venture capital and strategic investors.

Our flagship product, the WEKA® Data Platform, is a software-based, hybrid cloud solution transforming stagnant legacy data siloes into dynamic data pipelines that power GPUs efficiently and fuel performance-intensive workloads like generative AI and machine learning seamlessly and sustainably.

We’re passionate about helping our customers overcome complex data management challenges to accelerate their innovation and help grow their businesses. If you share our passion, we invite you to join us on this exciting journey.

What’s Cool About This Job

You will be able to work with cutting-edge technology in the task you will be taking on. This is your opportunity to join a high-achieving team that truly cares about the success of its clients and isn't just concerned with hitting goals. As a fundamental component of our company model, maintaining relationships with customers will be the focus of your daily responsibilities.

You will also be required to work together within the company. You will communicate with the elite development team at WEKA. Our product team, with whom you will collaborate closely, making sure that our solutions are constantly applicable to the market. Lastly, you will collaborate on strategic planning with our sales team, which is renowned for its high-achieving culture. Lastly, you will be instrumental in providing services that meet Gartner's 5-star standards.

Bring Your Expertise – and Your Passion

You will be trusted with the duty of leading and mentoring your team members in your responsibility. Ensuring that every team member's ambitions are in line with our organization's overall aims and our valued customers' wants is your main responsibility. You will be collaborating closely with management and making joint decisions to develop strategies and action plans that prioritize customer happiness and organizational growth.

Additionally, you will be communicating with many departments to promote a collaborative atmosphere and advance the accomplishment of our common goals, as well as engaging in cross-functional cooperation. This is a crucial part of your job to ensure that the organization's many functions are working toward shared objectives and that everything runs smoothly.

In this role you will be responsible for managing a team of highly-skilled service professionals including technical account managers and dedicated service engineers. This role requires a strong focus on developing teams, mechanisms, and customer engagement and management.

Responsibilities include:

• Provide guidance, mentorship, and the benefit of their experience to technical account managers, dedicated service engineers, manager services professionals and other direct reports.
• Ensure priorities and goals for their functional area or areas are clear and in obvious alignment with Weka’s corporate goals, and with the more general goals and priorities of Weka Customer Success.
• Work with other managers to ensure goals cascade to all individual contributors in a way that facilitates organizational clarity.
• Work with senior management and management peers to develop strategies and execution plans for Premium Services delivery and future service differentiation.
• Work collaboratively and constructively across functions with peers in other organizations to accomplish shared goals as One Weka.
• Collaborate with peers and senior management on talent identification and development guidelines.
• Fully understand and be able to communicate the state of the business to senior management effectively.
• Manage escalations and processes to ensure customer satisfaction

Desired Qualifications

• Minimum 10 years of overall IT experience, with at least 2 years focused on leading medium to large sized high-performance Technical Account Management (TAM), Dedicated Service Engineering (DSE) or Managed Services teams in a people management capacity
• Proven ability to define and improve Technical Support KPIs and associated operational metrics
• Ability to look at the ‘big picture’ and implement process/tooling improvements to optimize troubleshooting times, promote product supportability and act as the voice of the customer
• Strong technical background in at least (and ideally all) of the following domains is a MUST: Storage/Networking/Linux/Public cloud
• Demonstrated history of attracting and recruiting top technical talent
• Excellent verbal and written communication skills including presentations to senior management and R&D teams
• Bachelor's degree in Computer Science/Engineering or equivalent practical experience.
• Sound organizational, project management and product life cycle knowledge
• Startup experience and software product company background is strongly preferred

Concerned you don’t meet every qualification? Don’t let it stop you from applying!
WEKA is committed to building a diverse, inclusive, and authentic workplace. If you are excited about this position but don’t meet every qualification in the job description, we encourage you to apply anyway – you may just be the right candidate for this or other positions at WEKA.

WEKA is an equal opportunity employer that prohibits discrimination and harassment of any kind. We provide equal opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.