Senior Technical Account Manager

## About the role Molten Cloud is revolutionizing how the media industry manages its most critical operations. Our cloud platform empowers studios, broadcasters, distributors, streamers, and other media businesses to modernize outdated systems for rights, royalties, and content operations. With a modular approach and a global multi-cloud infrastructure, Molten Cloud enables customers to scale faster, operate more efficiently, and unlock new revenue streams, while paying only for the tools they need. We partner with some of the world's leading media companies, including Mubi, Radial Entertainment, Angel Studios, Black Bear Pictures, Highland Films, Electric Entertainment, and many others across six continents. Founded at MIT, Molten Cloud is committed to breaking the barriers that hold digital creativity and media experiences back today. We are a diverse team of hackers, hustlers, and hipsters, and are backed by top-tier venture funds and investors, including Jack Dorsey, Ashton Kutcher, and Michael Ovitz. As the Senior Technical Account Manager, you are the trusted technical advisor, face of Molten and advocate for Molten customers, ensuring successful adoption, value realization, and long-term retention while championing customer needs with internal teams. This role will be 100% remote with great compensation & benefits. Note that this role will work on ET (Boston / NYC) hours. Able to work in the US Eastern Time Zone is Essential, since we have clients in Europe who can only meet in the morning work hours of ET. ## Responsibilities - Primary liaison: Act as the primary technical liaison for assigned accounts, ensuring smooth onboarding, adoption, and ongoing usage. - VOC: Partner with product and sales to escalate issues, influence roadmap priorities, and represent the customer's voice. - Customer success: Drive customer success through proactive guidance, technical best practices, and solution design. ## Authority - Recommend and guide implementation decisions (architecture, integrations, configurations). - Own and drive issue escalations with internal teams on behalf of customers. - Influence product direction by highlighting critical customer feedback and usage patterns. ## Accountability - Customer Satisfaction & Advocacy: Measured by NPS, referenceability, and relationship health. - Adoption & Value Realization: Customers achieve measurable business outcomes using the product. - Customer Retention & Expansion: Renewal rates, expansion opportunities, and churn prevention. ## Our Culture is about being rigorous at work and celebrating our big and small wins as a team. At Molten Cloud, you will have the opportunity to own and lead your own workstreams, learn from exceptional individuals on the team, and help build technology that matters across the world. ## Qualifications - Experience: 3+ years in customer-facing technical roles (e.g., Technical Account Manager