Senior Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

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

• Oversee the technical onboarding process for new clients, collaborating with internal teams to guarantee a seamless and positive experience.

• Develop and maintain robust relationships with key stakeholders at each client, acting as a strategic advisor and partnering with company leadership to ensure executive involvement.

• Drive business renewal and expansion: Track customer usage and engagement, pinpointing opportunities for upselling and renewals while aiding in upselling and cross-selling efforts.

• Influence future product development: Partner closely with Product teams to educate clients on offerings, encourage product adoption, and provide insights for new product decisions.

• Proactively identify and resolve any challenges or barriers that could hinder customer success, collaborating with colleagues to address them swiftly.

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

• Oversee the entire customer lifecycle experience from onboarding onward. Lead customer interactions, including strategy discussions, architecture deep dives, training, and formal QBR meetings to deliver ongoing value.

• Ensure high levels of customer satisfaction by gathering and organizing client feedback, monitoring key health and usage metrics, and working closely with internal teams to prioritize requests.

• Identify, develop, and implement scalable processes across your customer portfolio to optimize product adoption and help clients achieve their business goals.

⛳️ Requirements

• 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 the capacity to troubleshoot complex technical issues and drive resolutions.

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

• Experience interacting with technical end customers, such as IT professionals, Developers, DevOps, Identity & Security Teams.

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

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

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

• Self-driven, detail-oriented, and possessing strong communication and interpersonal skills.

• Proven experience in managing customer relationships, including onboarding, renewals, and expansions.

• Excellent collaborator, capable of engaging with multiple teams to achieve desired outcomes.

• Strong communication skills, with the ability to present and influence key stakeholders at all organizational levels, including executive and C-suite.

🏝️ Benefits

• Competitive compensation package and comprehensive benefits.

• Dynamic and international work environment with an emphasis on continuous learning and professional development.

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