• Provide leadership and build a highly effective and customer focused technical account team ensuring customer success. • Work closely with DDN Support, Product Management, Engineering and Field teams to ensure success and business continuity for assigned customer accounts. • Serve as the operational focal point for large, globally distributed customer environments and interface with customer Site Reliability Engineering (SRE) teams. • Define, document and communicate processes and best practices and ensure they are followed. • Manage customer requirements and translate them into engineering RFEs; work with Product Management and Engineering on priorities. • Drive operational efficiency through automation, documentation and project management; develop and deploy customer scripts and tools (DevOps capabilities). • Develop feedback loops with Project Management, Engineering and Field teams and monitor/report operational status against project plans. • Lead daily, weekly and monthly meetings with customer and DDN resources; prioritize urgent requests and track workload and requests. • Work with pre-sales to develop customer solutions for challenging problems. • Travel for customer and DDN internal meetings; focus on a small number of accounts that may be geographically dispersed globally.