Associate Technical Account Manager

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Assist a portfolio of customer accounts through post-sale technical relationship management and consistent follow-ups.

• Guide customers in adopting and utilizing company solutions by providing insights on standard processes, product features, and subsequent steps.

• Address routine customer inquiries and technical requests, escalating more complex issues to senior team members as necessary.

• Track customer activity, support cases, and usage patterns to identify potential risks, follow-up needs, and adoption gaps.

• Collaborate with Support, Customer Success, Product, and Engineering teams to ensure timely resolution of issues.

• Document customer meeting notes, status updates, and action items while ensuring internal documentation is accurate and up-to-date.

• Engage in customer onboarding, technical check-ins, and regular account meetings alongside senior Technical Account Managers.

• Maintain a comprehensive understanding of customer environments, business objectives, and prevalent technical use cases.

• Contribute to the creation of customer-facing documentation, internal knowledge resources, and initiatives for process improvement.

• Enhance both technical and customer-facing expertise while driving positive customer outcomes.

⛳️ Requirements

• A Bachelor's degree or equivalent experience is required.

• Up to 2 years of relevant experience in technical account management, customer success, technical support, implementation support, solutions delivery, or a related customer-facing technical role.

• A general understanding of enterprise software environments, customer support processes, and the coordination of technical issues is essential.

• Foundational skills in customer relationship management.

• Technical aptitude is necessary.

• Experience with issue tracking and follow-up.

• Strong organizational and time management skills.

• Familiarity with CRM and case management tools.

• Proficient documentation skills.

• Basic presentation abilities.

• Excellent verbal and written communication skills.

• Capability to clearly and professionally explain routine technical concepts.

• Ability to manage routine account activities under supervision.

• Quick adaptability to learn new technologies and products.

• Proficient communication skills with both customers and internal stakeholders.

• Ability to identify and appropriately escalate issues.

• Strong attention to maintaining accurate documentation.

• Capacity to adhere to established processes.

• Ability to juggle multiple priorities in a structured environment.

• Exposure to cybersecurity, PKI, certificate management, cloud platforms, networking, or infrastructure environments is preferred but not mandatory.

🏝️ Benefits

• Second Fridays: a company-wide day off on the second Friday of each month, except for November and December due to the Holiday schedule; this benefit is subject to change.

• Comprehensive benefit coverage available globally.

• Generous parental leave benefits in the U.S. and regionally structured paid parental leave elsewhere.

• Extensive support for adoption and fertility.

• Competitive time off policies globally.

• Resources for overall wellbeing.

• Wellness allowance.

• Complimentary mindfulness app membership.

• Wellness Wednesdays initiative.

• Global Volunteer Day.

• Company matching for non-profit donations.

• 3 days off for volunteering.

• Monthly talent development and cross-functional meetings to support professional growth.

• Regular All Hands meetings followed by team gatherings.