Senior Technical Account Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Serve as the customer's advocate within the organization, representing their needs and requirements to internal teams.

• Oversee the technical onboarding process for new clients: Guide customers through onboarding while collaborating closely with internal teams to ensure a seamless and positive experience.

• Build and nurture strong relationships with key stakeholders at each customer, acting as a strategic advisor and partnering with company leadership to ensure executive engagement.

• Drive business renewal and growth: Monitor customer usage and engagement, identifying opportunities for upselling and renewals while facilitating upselling and cross-selling efforts.

• Influence future development: Collaborate with Product teams to educate customers about products, promote product adoption, and provide insights on new product decisions.

• Proactively identify and resolve any challenges or blockers that could hinder customer success, working alongside peers to address them promptly.

• Leverage self-paced training resources to enhance customer education and foster knowledge growth throughout their journey.

• Oversee the entire customer life cycle experience from onboarding onward. Lead customer engagements including strategy sessions, architecture deep dives, training, and formal QBR meetings to deliver ongoing value.

• Ensure a high level of customer satisfaction by gathering and structuring client feedback, tracking key health and usage indicators, and collaborating with internal teams to prioritize requests.

• Identify, develop, and implement repeatable processes across your portfolio of customers to optimize product adoption and achieve customers' business objectives.

⛳️ Requirements

• Minimum of 5 years of demonstrated experience in customer-facing roles (Technical Account Manager, Professional Services, Solution Architect, Solution Engineering, Technical Support, Customer Success Engineer).

• “Ninja mindset” - Exceptional problem-solving abilities, with a knack for troubleshooting complex technical issues and driving resolutions.

• Extensive experience delivering Cyber/Identity solutions to large enterprise clients.

• Experience engaging with technical end customers, including IT practitioners, Developers, DevOps, and Identity & Security Teams.

• Proven track record of enhancing customer satisfaction, adoption rates, and retention.

• Experience in building and functioning within an early-stage company – highly preferred.

• Demonstrated ability to manage multiple account management projects simultaneously while maintaining a keen attention to detail.

• Self-motivated and detail-oriented with strong communication and interpersonal skills.

• Proven history of managing customer relationships, encompassing onboarding, renewal, and expansion.

• Excellent collaborator, capable of engaging across multiple teams to drive outcomes.

• Strong communication, presentation, and influencing skills with key stakeholders at all levels of the organization, including executive and C-level.

🏝️ Benefits

• Competitive compensation package and comprehensive benefits.

• Dynamic and international work environment with a focus on continuous learning and professional development.

• Opportunity for career growth and advancement within a rapidly growing organization at the forefront of cybersecurity innovation.