Associate Technical Account Manager – Tech Touch

📋 Description

• Act as a technical liaison and enhance our customer support teams.

• Engage in the onboarding process.

• Conduct quarterly health checks and business assessments.

• Participate in the TAM on-call rotation (during regular business hours) to assist with customer inquiries and case escalation requests.

• Elevate customer issues to management when necessary.

• Utilize internal technical expertise, including development engineers, knowledge base, and other resources to deliver the most effective solutions to customer challenges.

• Utilize knowledge content and systems to gain product expertise.

• Engage in technical discussions within the team to exchange best practices and learn about new technologies and complementary security applications.

• Manage renewal risks and collaborate with sales teams to address them, ensuring a successful renewal and upsell of products.

• Identify renewal risks and work with internal teams to address them and secure a successful renewal.

• Drive support cases to guarantee that issues are resolved promptly.

⛳️ Requirements

• Bachelor's Degree or equivalent experience.

• Proficient fluency in the English language.

• Experience with Windows Operating Systems.

• Knowledge of enterprise web technologies, security, and advanced infrastructures.

• Exceptional customer service skills and the ability to quickly establish technical credibility with clients.

• Strong communication skills, both written and verbal.

• Demonstrated problem-solving abilities.

• Collaborative mindset.

• Dedication to customer success.

• Bonus Points: Bachelor's Degree in a related field.

• Over 1 year of experience in Customer Success/Support/Technical Account Management within a SaaS organization.

🏝️ Benefits

• Industry-leading compensation and equity awards.

• Comprehensive wellness programs addressing both physical and mental health.

• Competitive vacation and holiday offerings for relaxation.

• Paid parental and adoption leave options.

• Opportunities for professional development for all employees, regardless of level or role.

• Employee Networks, local neighborhood groups, and volunteering opportunities to foster connections.

• Dynamic office culture with world-class amenities.

• Great Place to Work Certified™ globally.