Premium Services Manager

WEKA is architecting a new approach to the enterprise data stack built for the age of reasoning. The WEKA® Data Platform sets the standard for agentic AI data infrastructure with a cloud and AI-native software solution that can be deployed anywhere. It transforms legacy data silos into data pipelines that dramatically increase GPU utilization and make AI model training and inference, machine learning, and other compute-intensive workloads run faster, work more efficiently, and consume less energy.

WEKA is a pre-IPO, growth-stage company on a hyper-growth trajectory. We’ve raised $375M in capital with dozens of world-class venture capital and strategic investors. We help the world’s largest and most innovative enterprises and research organizations, including 12 of the Fortune 50, achieve discoveries, insights, and business outcomes faster and more sustainably. We’re passionate about solving our customers’ most complex data challenges to accelerate intelligent innovation and business value. If you share our passion, we invite you to join us on this exciting journey.

What’s Cool About This Job

You will be able to work with cutting-edge technology in the tasks you will be taking on. As a Premium Services Manager, you’ll oversee a group of highly skilled service professionals, including Technical Account Managers (TAMs), Dedicated Service Engineers (DSEs), and Storage Administrators. Your core responsibilities are to build and maintain strong customer relationships within your assigned territory and to align team performance and development with the organization’s goals and customer needs.

You’ll collaborate with senior leadership to shape strategies that drive customer satisfaction and business growth. This role also requires strong cross-functional coordination with teams including engineering, product, and sales to ensure smooth operations and unified execution across teams.

Success will depend on your ability to build high-performing teams, streamline processes, and strengthen customer relationships

As a Premium Services Manager you’ll: 

• Provide guidance, mentorship, and expertise to Technical Account Managers, Dedicated Service Engineers, and other direct reports.
• Align team priorities and goals directly with WEKA's corporate objectives and the broader goals of WEKA Customer Success.
• Collaborate with management peers and senior management to ensure a clear goal cascade to all individual contributors, enhancing organizational clarity.
• Develop and execute strategies for Premium Services delivery and future service differentiation alongside management peers and senior management.
• Drive collaborative efforts across functions, working with peers in other organizations to achieve shared goals as "One Weka."
• Contribute to talent identification and development guidelines in partnership with peers and senior management.
• Effectively communicate the state of the business to senior leadership.
• Manage escalations and processes to ensure customer satisfaction.

Requirements:

• Minimum 10 years of overall IT experience, with at least 2 years focused on leading medium to large sized high-performance Technical Account Management (TAM), Dedicated Service Engineering (DSE) or Managed Services teams in a people management capacity
• Proven ability to define and improve Technical Support KPIs and associated operational metrics
• Ability to look at the ‘big picture’ and implement process/tooling improvements to optimize troubleshooting times, promote product supportability and act as the voice of the customer
• Strong technical background in at least (and ideally all) of the following domains is a MUST: Storage/Networking/Linux/Public cloud
• Demonstrated history of attracting and recruiting top technical talent
• Excellent verbal and written communication skills including presentations to senior management and R&D teams
• Bachelor's degree in Computer Science/Engineering or equivalent practical experience.
• Sound organizational, project management and product life cycle knowledge
• Startup experience and software product company background is strongly preferred

The WEKA Way:

• We are Accountable: We take full ownership, always–even when things don’t go as planned. We lead with integrity, show up with responsibility & ownership, and hold ourselves and each other to the highest standards.
• We are Brave: We question the status quo, push boundaries, and take smart risks when needed. We welcome challenges and embrace debates as opportunities for growth, turning courage into fuel for innovation.
• We are Collaborative: True collaboration isn’t only about working together. It’s about lifting one another up to succeed collectively. We are team-oriented and communicate with empathy and respect. We challenge each other and conduct positive conflict resolution. We are being transparent about our goals and results. And together, we’re unstoppable.
• We are Customer Centric: Our customers are at the heart of everything we do. We actively listen and prioritize the success of our customers, and every decision we make is driven by how we can better serve, support, and empower them to succeed. When our customers win, we win.

Concerned that you don’t meet every qualification above?

Studies have shown that women and people of color may be less likely to apply for jobs if they don’t meet every qualification specified. At WEKA, we are committed to building a diverse, inclusive and authentic workplace. If you are excited about this position but are concerned that your past work experience doesn’t match up perfectly with the job description, we encourage you to apply anyway – you may be just the right candidate for this or other roles at WEKA.

 WEKA is an equal opportunity employer that prohibits discrimination and harassment of any kind. We provide equal opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.