Percona - Technical Account Manager (GSI)
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT
Requirements
• 3+ years experience with MySQL, PostgreSQL, MongoDB, or related database technologies. • Experience working in enterprise environments involving system integrators, consulting partners, or multi-vendor delivery models. • Strong communication and stakeholder management skills, including experience working with senior technical and business leaders. • Ability to manage complex situations calmly and effectively, especially during escalations. • Understanding of how applications and services interact with databases across modern architectures. • Exposure to cloud platforms (AWS, Azure, GCP) and DBaaS offerings. • Experience delivering technical enablement, training, or workshops is a plus. • Fluency in written and spoken English. • Ability to work remotely and collaborate across global teams. • What Will Make You Stand Out • Experience working with or within Global System Integrators (e.g., TCS, Infosys, HCL, Accenture). • Background as a DBA, support engineer, or consulting engineer in the database ecosystem. • Experience with open source technologies and communities. • Familiarity with container technologies (Kubernetes, OpenShift, Docker). • Project or program management experience in enterprise environments. • What This Role Is Not • Not a frontline support engineer or ticket resolver. • Not a replacement for support ownership or ServiceNow processes. • Not a bypass channel for SLAs or established escalation paths. • Not responsible for directly owning issue resolution. • <!--WEB-ONLY-->
Responsibilities
• 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, risks, and improvement opportunities. • Provide structured reporting on customer health, escalations, and engagement effectiveness. • Contribute to continuous improvement of Percona’s partner engagement model.
No credit card. Takes 10 seconds.