WEKA

Technical Account Manager

• Lead and mentor Technical Service Engineers, team leads, and direct reports
• Build and maintain strong customer relationships within the region
• Align team priorities and goals with WEKA’s corporate and Customer Success objectives
• Collaborate with management and senior management to cascade goals to individual contributors
• Develop and execute Technical Services delivery and service differentiation strategies
• Champion adoption of AI tools such as Claude and ChatGPT to improve troubleshooting, knowledge sharing, and customer response quality
• Implement AI-assisted workflows including automated ticket triage, intelligent escalation routing, AI-powered knowledge base management, and copilot-assisted diagnostics
• Collaborate cross-functionally with engineering, product, sales, and other organizations
• Contribute to talent identification, hiring, and engineer development guidelines
• Communicate business status effectively to senior management
• Help scale a world-class Technical Services organization focused on AMER time zones
• Manage customer service escalations and processes to ensure customer satisfaction
• Improve operational excellence, process efficiency, and customer experience

Manager – Technical Services