About OpenDrives

OpenDrives was founded in 2011 with a simple goal: to deliver storage solutions with unparalleled performance and reliability to the M&E professionals who were pushing the envelope in image quality and storytelling.

As production engineers across Los Angeles, we were our own first customers. Of course, we didn’t call ourselves that at the time. We were solving problems. We were inventing solutions to meet the growing demands of evolving media technologies so we could deliver a better experience for our team and breathtaking experiences for our customers. What we called “problem-solving” was an early nod to what we know now: that our ability to perform, indeed outperform, started with the tools and technology in our hands and in the team that came together around it.

Fast forward to today, and you’ll find OpenDrives behind your favorite movies, TV shows, TV networks, and live event broadcasts, as well as in eSports production, gaming, medical imaging, and more- all around the world. OpenDrives’ product evolution is a direct result of our unwavering dedication to our customers and from empowering our team to make the best products by being their best versions of themselves. OpenDrives customers choose our products for many reasons, but the ones they tell us are the most important are the quality of the solutions we provide to them, and the caliber of the people on our team. Our customers and team aren’t the only ones saying this, the investment community is as well: OpenDrives recently closed a $20M financing round. We’re on a growth path both as a company and as people. Like what you’re reading? Come grow with us!

Role Description

OpenDrives has always been customer-focused. Our passion for seeing our customers succeed is at our core, and our Technical Account Managers lead the way. As a Technical Account Manager (TAM), you are the face of OpenDrives to the customer.

The person in this role is a trusted advisor who guides our customers through complex technical and business challenges. OpenDrives products and services are inherently ecosystem-focused, so the Technical Account Manager is broadly knowledgeable and able to speak fluently about OpenDrives and other storage technologies, Enterprise and Production IT infrastructure, cloud architectures, and the industry-specific workflows our customers deploy- to all levels of the customer’s organization.

TAMs work proactively to ensure our customers are able to reach their goals with our products and services. They are responsible for the customer’s success throughout their lifecycle, from curating a smooth onboarding process to leading the charge internally across departments to ensure their evolving business and technology needs are met, to driving critical escalations to resolution- and everything in between.

Responsibilities

• Be the OpenDrives expert, deeply knowledgeable about OpenDrives solutions
• Bring a broad and deep understanding of enterprise and production technologies
• Be the trusted advisor, providing proactive and best practice guidance to the customer
• Understand the customer’s business and technical goals and their desired outcomes
• Identify the requirements or features necessary to meet customer’s goals, and work across departments to ensure we’re supporting those goals throughout the customer lifecycle
• Build broad relationships within customer accounts to understand the larger technology, business and company landscape and structure around the direct use case
• Champion the value proposition for OpenDrives in the context of the customer’s use case, deployment, and utilization
• Understand the customer technical ecosystem and use case at a detailed level, including storage, networking, applications, and other workflow elements
• Understand the workflows and storage technologies that the customer has in place that are NOT OpenDrives based
• Host/Perform business reviews with the customer to review success metrics, goals, and performance
• Work with the customer to proactively identify and prevent problems before they arise
• Be the liaison to Customer Experience, Solutions, Product and Sales teams to resolve issues, workflow, or capacity needs/questions, as they arise
• Be the customer advocate to resolve complex technical issues after escalation

About you

You are equal parts a people and technology person. You embrace the latter so completely that you can explain it to the former, no matter their own technical experience. You have strong empathy and EQ, and you understand both the pain of the customer’s challenges and the urgency of their deadlines. You are calm under pressure, love organization, and are a self-starter who sees what needs to be done and gets at it. You have strong situational awareness and communicate clearly and effectively at all organizational levels.

Candidate Skills / Qualifications

• Degree in Computer Science, Engineering, Media technology, or equivalent work experience
• 5 years experience in technical account management or technical Customer Success roles, or equivalent
• 3+ years of experience managing enterprise storage, NAS
  
• Expert knowledge of data storage concepts and technologies, particularly around file-based / unstructured data
• Broad knowledge of Enterprise IT concepts and capabilities such as:
  • Networking infrastructure
  • RAS testing
  • backup and recovery
  • NAS and SAN technologies
  • virtualized and containerized software and platforms
  • cloud architectures
• Expert knowledge of M&E workflows, production, post-production, and/or broadcast workflows and tools
• Exceptional verbal, written, organizational, presentation, and communications skills
• Ability to think critically and strategically; has a strategic mindset
• Demonstrated ability to communicate to multiple organizational levels from hands-on engineer to C-suite and in between
• Able to triage and prioritize workload based on urgency and import
• Demonstrated ability to communicate with customers, peers, and management in a professional manner
• Strong team player but a self-starter
• Project management experience & skills
• Ability to multi-task simultaneously with multiple projects and staff members
• Ability to create effective visual presentations (Powerpoint, Lucid Chart, Canva, Google slides, etc.)
• Flexible schedule, willing to work some nights and weekends
• Able to travel domestically as needed, international travel ability a plus

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is frequently required to talk or hear; stand and walk. The employee must be able to occasionally lift and/or move up to 10 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

OpenDrives Benefits

OpenDrives offers a generous benefits package, including:

• Health Care
• Vision
• Dental
• Life Insurance
• 401k
• Employee Assistance Program
• Unlimited Vacation
• Great supportive team and culture