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Technical Account Manager- East Coast

at AppDynamics in San Francisco, CA   —   Mar 26, 2014   |  
AppDynamics is the leader in next generation solutions for managing modern, distributed, and extremely complex applications residing in both the cloud and the data center. Our customers include some of the largest web sites on the planet, who use our products to monitor and troubleshoot applications distributed across thousands of servers.

With the paradigm shifts to horizontally distributed applications, service oriented architectures, cloud hosting, and agile deployment it is more complex than ever to manage large-scale applications. The innovative AppDynamics technology greatly simplifies managing these modern application architectures. With over 500 high profile customers and year over year revenue growth above 300%, we are disrupting the multi-billion dollar APM (Application Performance Management) market.

Founded in 2008 and lead by proven innovators, AppDynamics has rock solid funding from top tier venture capital firms including: Greylock, Lightspeed, Kleiner Perkins and IVP.

We are looking for a Technical Account Manager to be the single point of contact to large / key customers providing valuable guidance around operations and performance optimization of their application infrastructure. In addition to the technical account manager will be response to solve something unexpected working with support colleagues and manage an incident through resolution. The Technical Account Manager is expected to develop technical depth through hands on experience on the product as well as the application stack and act as a solution architect to bridge the gap between engineering and customer issues. Build and maintain a long-term relationship with customers by understanding their business goals / pain areas and how our product aligns with it and helps solving those problems.

TAM's consult closely with customers to ensure their satisfaction and ROI with the AppDynamics product. TAM's are also the customer’s guide and primary liaison with AppDynamics and are accountable for identifying and directly addressing all business and technical issues. They must marshal resources across the AppDynamics organization when necessary. In addition, TAM's proactively expand AppDynamics platform adoption and standardization within accounts, driving relationships at every level internally and externally to advocate AppDynamics technology and influence change. Outside of field activities, TAM's report key account metrics and insight to internal AppDynamics teams and escalate issues to the management team as needed.
Provide project leadership for the customer's major AppDynamics initiatives (This would include project management and solutions consulting)
Ensure / Track full deployment of AppDynamics product in their environment
Design and develop innovative solutions to integrate AppDynamics in their environment and make it a part of their day – day operations
Help customer’s setup policies, alerts, dashboards and custom configuration to get full visibility into their environment
Train customers on best practices and AppDynamics features to proactively monitor performance in their environment as well as use the product to identify bottlenecks as needed
Build deep technical expertise on the product and the application stacks and use those skills to address customer issues as needed
Manage and drive competing requests across simultaneous client engagements
Provide clear and constructive product feedback to AppDynamics product management teams based on customer requirements
Help document best practices in developing and deploying AppDynamics in customer environments
Function as a front-line technical resource for 'best practice' and informal customer questions for key accounts
8+ years of experience working on distributed enterprise software products
5+ years of experience in customer-facing positions as a professional services consultant or sales engineer
B.A./B.S. degree required; M.S. degree or equivalent technical training or industry experience preferred
Strong knowledge of J2EE and .Net frameworks like Struts, Servlets, Spring, EJB, Hibernate, .Net 3.0, 3.5 and 4.0.
Ability to effectively prioritize and execute tasks in a high pressure, startup environment
Proven analytical and problem-solving skills
Strong project management skills
Good understanding of strategic sales process
Prior development background in J2EE or .Net stack is a strong plus
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