Manager of Premium Services Full Time

WEKA is architecting a new approach to the enterprise data stack built for the age of reasoning. NeuralMesh by WEKA 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

This is an opportunity to lead a high-performing team at the forefront of AI infrastructure, working with some of the most innovative enterprises in the EMEA region. As Manager of Premium Services for EMEA, you will own the customer experience for a portfolio of strategic accounts, driving outcomes that directly reflect the quality and consistency of WEKA’s Premium Services delivery.

You will operate at the intersection of customer success, technical services, and sales, partnering closely with regional Sales, Technical Services, Professional Services, and Product teams to ensure customers realize the full value of their WEKA investment. Your leadership will be central to how we scale Premium Services delivery across a complex and dynamic territory.

What You Will Do

People Leadership and Team Development

• Lead, mentor, and develop a team of Technical Account Managers (TAMs) and Dedicated Service Engineers (DSEs) across the EMEA region.
• Set clear priorities and performance expectations that align individual and team goals with broader Customer Success and corporate objectives.
• Partner with senior management on talent identification, development planning, and organizational growth within the region.

Customer Outcomes and Escalation Management

• Take ownership of customer satisfaction across the EMEA Premium Services portfolio, ensuring consistent, high-quality engagement at every stage of the customer lifecycle.
• Serve as the senior point of escalation for critical customer issues, leading cross-functional response efforts and driving timely, effective resolution.
• Maintain executive-level visibility into account health, risk, and opportunity across the territory, and communicate status clearly to senior leadership.

Cross-Functional Collaboration

• Work in close alignment with EMEA Sales leadership to support renewals, expansions, and the overall commercial health of Premium accounts.
• Partner with Technical Services, Professional Services, R&D, and Product teams to advocate for customer needs and influence roadmap and supportability priorities.
• Operate as a collaborative, constructive partner across all functions to advance shared goals as One WEKA.

Operational Excellence and Process Improvement

• Define, monitor, and continuously improve the KPIs and operational metrics that measure Premium Services delivery effectiveness across EMEA.
• Work with senior management to develop and execute strategies for service delivery improvement, scalability, and differentiation within the territory.
• Identify process and tooling gaps and drive initiatives that reduce resolution times, improve customer experience, and strengthen the overall services model.

What You Will Bring

• Minimum 10 years of overall IT experience, with at least 2 years in a people management role leading Technical Account Management, Dedicated Service Engineering, or Managed Services teams of medium to large scale.
• Demonstrated success managing customer-facing technical teams in a regional or territory-based capacity, ideally within the EMEA market.
• Strong technical foundation across storage, networking, Linux, and public cloud environments.
• Proven ability to define and improve technical support KPIs and translate operational data into actionable insights for senior leadership.
• Experience working cross-functionally with Sales, R&D, and Product organizations in a fast-paced, high-growth environment.
• Excellent written and verbal communication skills, including the ability to present clearly and confidently to executive stakeholders and technical audiences alike.
• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.
• Startup or software product company background 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 you don’t meet every qualification? Don’t let it stop you from applying!

WEKA is committed to building a diverse, inclusive, and authentic workplace. If you are excited about this position but don’t meet every qualification in the job description, we encourage you to apply anyway – you may just be the right candidate for this or other positions 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.