Technical Account Manager (Romania)

TECHNICAL ACCOUNT MANAGER (TAM)LOCATION: ROMANIARemoteAbout Us:Platform9: Private Clouds Made EasyPlatform9 is the leader in simplifying enterprise Private Clouds. Founded by a team of VMware cloud pioneers, we are dedicated to transforming IT operations. Our flagship product, Private Cloud Director, turns your existing hardware into a full-featured, future-ready private cloud. We innovate across what we build and how we deliver it, staying focused on a next-generation, open private cloud while holding ourselves to one standard: exceptional customer outcomes.Enterprises are selecting Platform9 to replace legacy virtualization because it eliminates operational risk and complexity. Private Cloud Director is designed for the experienced infrastructure team, offering a familiar GUI experience for managing VMs and containers, seamless integration with your existing hardware and third-party storage, and critical enterprise features (HA/DR, scale, reliability) built-in. This enables IT teams to gain robust API control and a user experience they trust—rooted in customer obsession and an owner’s mindset. We share context quickly and candidly to keep decisions moving.With over 30,000 nodes in production at some of the world’s largest enterprises, including Cloudera, EBSCO, Juniper Networks, and Rackspace, Platform9 is the proven path to achieving true vendor independence and operational consistency. We are an inclusive, globally distributed company backed by prominent investors, supported by a partner ecosystem of resellers, systems integrators, MSPs, and technology vendors committed to driving private cloud innovation and efficiency. Our values—innovation, customer obsession, ownership, radical candor, and excellence—guide how we build and support every deployment.Job SummaryAs a Technical Account Manager (TAM) at Platform9, you will combine strong technical depth with account management skills to deliver Personalized, Proactive, Preventative, and Reactive enterprise-class support and customer success services. You will act as a trusted technical advisor to assigned customers and a key partner to the Account/Sales Team, helping customers achieve reliability, performance, and adoption outcomes across the Platform9 portfolio (e.g., Private Cloud Director, Kubernetes platforms, and associated infrastructure integrations).Working closely and collaboratively with customer stakeholders and internal cross-functional teams (Support, Engineering, Product, Sales, and Services), you will become deeply familiar with each customer’s business goals, technical requirements, architecture, operational practices, and support history. You’ll proactively identify risks, coordinate escalations, guide best practices, and help customers plan upgrades and expansions—while also ensuring Platform9 receives structured feedback to improve the product and customer experience.Essential FunctionsTechnical Account Managers work with Platform9 customers and the assigned Account/Sales Team by providing expertise in the following areas: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 necessary 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 operatio