Technical Account Manager

at  Dremio

BE PART OF BUILDING THE FUTURE

Dremio is the unified lakehouse platform for self-service analytics and AI, serving hundreds of global enterprises, including Maersk, Amazon, Regeneron, NetApp, and S&P Global. Customers rely on Dremio for cloud, hybrid, and on-prem lakehouses to power their data mesh, data warehouse migration, data virtualization, and unified data access use cases. Based on open source technologies, including Apache Iceberg and Apache Arrow, Dremio provides an open lakehouse architecture enabling the fastest time to insight and platform flexibility at a fraction of the cost. Learn more at www.dremio.com.

ABOUT THE ROLE

As a hybrid Technical Account and Project Manager, you will act as a pivotal link between Support, Sales, Engineering, and Product teams, ensuring seamless integration of our product into customer environments and delivering strategic project outcomes. You will champion customer success, adoption, and satisfaction while driving complex technical initiatives and projects. This role requires a combination of deep technical expertise, project management skills, and customer-centric collaboration. The ideal candidate has a strong background in SQL, the data/analytics ecosystem, customer-facing roles, and experience managing technical projects or programs. This hybrid role combines technical expertise, project management, and customer advocacy, making it an exciting opportunity to impact customers’ success while driving innovative solutions and delivering measurable results.

WHAT YOU’LL BE DOING

Customer Engagement:

• Act as the primary point of contact for Gold Support customers, building strong relationships and understanding their technical and business needs
• Partner with customers to document their Dremio deployments, technical requirements, and objectives
• Provide technical guidance and best practices to ensure customers achieve their goals with Dremio solutions

Project Management:

• Lead technical projects, ensuring clear communication, defined objectives, and timely delivery of outcomes
• Develop and maintain project plans, timelines, and stakeholder updates, balancing multiple initiatives effectively
• Collaborate with internal teams to manage project risks, dependencies, and resource allocation

Escalation Management:

• Serve as the escalation point for strategic tickets and critical issues, ensuring prompt resolution and clear communication to stakeholders
• Provide Root Cause Analysis (RCA) reports and develop mitigation plans to prevent future occurrences of P0/blocker issues

Technical Expertise and Problem Solving:

• Leverage deep technical skills to troubleshoot and resolve complex technical challenges
• Reproduce and debug issues, leveraging tools and collaboration with Engineering as needed
• Provide technical documentation and training to enable customers to maximize the value of their Dremio implementations

Advocacy and Collaboration:

• Act as the voice of the customer, advocating for their needs with Product and Engineering teams to influence roadmap priorities and innovation
• Document customer engagement, account health, and project statuses through internal systems
• Build and manage Centers of Excellence within customer organizations, training teams on Dremio solutions for self-sufficiency

Customer Success and Adoption:

• Drive customer success by proactively identifying opportunities to optimize deployments and increase product adoption
• Develop action plans to address gaps, risks, or opportunities, ensuring alignment with customer goals