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Customer Success Technical Manager

2 months ago

Chantilly, Virginia, United States SG2 Recruiting Full time
Job Overview

SG2 Recruiting is collaborating with Rancher Government Solutions to identify a Technical Account Manager dedicated to providing outstanding customer support and guidance, specifically for SUSE Rancher software products. In this role, you will engage with government agency clients, offering technical expertise and strategic insights to enhance their experience and maximize the benefits of our solutions.

Key Responsibilities:

  • Serve as the main point of contact and trusted consultant for government agency clients, comprehending their technical requirements and objectives.
  • Deliver expert-level technical support, troubleshooting, and proactive assistance regarding SUSE Rancher software products.
  • Prepare and present product demonstrations to clients as necessary.
  • Work in conjunction with cross-functional teams to provide comprehensive solutions that align with clients' business goals.
  • Foster and maintain robust customer relationships, ensuring a thorough understanding of their organizations and supporting their long-term success with SUSE Rancher products.
  • Conduct regular account evaluations, provide product updates, and suggest enhancements to optimize client usage and achieve desired results.
  • Identify opportunities for upselling and expanding SUSE Rancher software within current accounts.
  • Gather and relay customer feedback to internal teams to facilitate product enhancements and improve customer satisfaction.
  • Contribute to the creation of technical documentation, training resources, and best practices to assist clients in effectively utilizing SUSE Rancher software.
  • Perform additional duties as assigned.

Qualifications:

  • This position requires a top secret / Sensitive Compartmented Information (TS/SCI) clearance. Candidates with a TS/SCI clearance and a Counterintelligence Polygraph will be prioritized.
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • A minimum of 3 years of experience in a technical account management or customer-facing role, ideally within the software sector.
  • A strong technical foundation in SUSE Rancher software products, Kubernetes, and container orchestration technologies.
  • Experience in DevSecOps, particularly with Kubernetes.
  • Exceptional communication and interpersonal skills, capable of conveying complex technical information to varied audiences.
  • Proven track record of building and nurturing strong customer relationships, with a focus on customer success and satisfaction.
  • Demonstrated problem-solving and analytical skills with a proactive, results-driven approach.
  • Self-motivated, organized, and able to work both independently and collaboratively in a team setting.
  • Familiarity with government sector regulations, processes, and compliance requirements is advantageous.

Preferred Qualifications:

  • Hands-on experience with container orchestration and management tools such as RKE2 and K3.
  • Experience with Infrastructure as Code (IaC) tools like Ansible, Terraform, and Saltstack.
  • Proficiency in Linux and cloud environments, including VSphere, AWS, or Azure.
  • Knowledge of programming languages such as Python, BASH, or Go.

Work Environment:

This position offers a hybrid work model with periodic client site visits.

About Rancher Labs:

Rancher Labs is recognized as a leading provider of Kubernetes management systems. As the driving force behind the widely-used open-source platform Rancher, the company aims to simplify Kubernetes management and has established itself as a key player in the container orchestration domain.

Rancher Labs focuses on:

  • Enhancing Kubernetes management: Continuously developing the Rancher platform to provide effective tools for deploying, managing, and scaling Kubernetes clusters.
  • Container orchestration solutions: Delivering management solutions for containerized workloads across diverse environments.
  • Open-source contributions: Actively engaging with the open-source community to support Kubernetes and related projects.

Rancher Labs has achieved significant milestones, including:

  • Creating the Rancher platform as an intuitive interface for Kubernetes management.
  • Developing Kubernetes distributions like RKE (Rancher Kubernetes Engine) and K3s for various applications.
  • Strengthening its market position through SUSE's acquisition in late 2020.

By providing a comprehensive suite of tools and services, Rancher Labs empowers organizations to effectively adopt and utilize Kubernetes for their containerization initiatives.

Equal Opportunity Employer:

Rancher is committed to creating a diverse environment and is proud to be an equal opportunity employer. We do not discriminate based on race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in providing employment opportunities and benefits.