USD per year
Technical Account Manager (GSI)
Location
Bangalore, India; Pune, India
Employment Type
Full time
Location Type
Remote
Department
SALES
OverviewApplication
As the leading provider of open source database solutions, Percona’s Technical Account Managers serve as trusted advisors and technical resources for our most strategic customers and partners. This role is a specialized Technical Account Manager position focused on Global System Integrators (GSIs) and large enterprise customers, primarily in India. The GSI TAM acts as a relationship and communication bridge between partner stakeholders, enterprise customers, and Percona’s Global Services organization. Rather than directly resolving support issues, the GSI TAM ensures that customers and partners have clear visibility into support activity, alignment with Percona processes, and access to the technical enablement needed to successfully deploy and scale Percona solutions. The ideal candidate combines strong technical credibility, exceptional communication skills, and experience working in complex, multi-party delivery environments involving system integrators and enterprise customers.
What You Will Do
Partner & Customer Engagement
- Develop and maintain relationships with key stakeholders across assigned Global System Integrators (e.g., TCS, Infosys, HCL, IBM India) and strategic enterprise customers.
- Act as a local point of contact and relationship bridge, ensuring customers and partners feel heard, supported, and aligned with Percona.
- Drive a high level of responsiveness and engagement aligned to customer time zones and expectations.
Operational Oversight & Communication
- Coordinate and communicate the status of support tickets and consulting activities, ensuring stakeholders receive clear, regular updates.
- Host operational review calls to summarize progress, highlight risks, and provide guidance.
- Track escalations and ensure visibility internally, while reinforcing proper support processes and SLAs.
Technical Enablement
- Deliver or coordinate technical onboarding, training sessions, and best practice workshops for partners and customers.
- Help reduce recurring issues by promoting proactive adoption of Percona best practices and architectures.
- Serve as a technical sounding board for partner architects and customer teams.
Cross-Functional Collaboration
- Partner with Sales, Customer Success, Support, Consulting, and Product teams to ensure alignment on customer needs and priorities.
- Provide structured feedback on customer sentiment, recurring issues, and product gaps.
- Support joint initiatives with GSIs, including enablement programs and strategic account alignment.
Insights & Reporting
- Monitor support activity across assigned accounts to identify trends,...
Percona is an open source database software, support, and services company that helps make databases and applications run better.
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