Senior Technical Account Manager

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

📋 Description

• Act as a technical expert on Delinea’s Privilege Access services and product offerings.

• Serve as a trusted advisor to customers for deploying solutions, resolving obstacles, and optimizing customer investments.

• Oversee customer health and share results with regional sales, support, and renewals teams.

• Provide remote services such as software configuration, onboarding, and training.

• Address high-priority issues that affect customer service delivery.

• Monitor and report on bugs, product releases, and security vulnerabilities, proactively informing customers.

• Represent customer interests to Delinea Engineering and Product Management teams.

• Facilitate review sessions to validate plans, configurations, and designs.

• Maintain detailed documentation of customer environments for Support and Engineering teams.

• Manage the Early Beta Access program, which includes testing and validation.

• Travel mainly within North America to customer locations for Quarterly Business Reviews and solution assessments, subject to restrictions.

• Evaluate customer performance through satisfaction surveys.

• Cultivate internal relationships to influence various functional groups and resolve customer issues.

• Create and deliver executive-facing reports that include situational updates, analyses, and escalation themes.

⛳️ Requirements

• Minimum of 6 years of experience in a comparable role such as Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant, or Sales Engineer.

• Knowledge of applications, infrastructure, and processes utilized in large organizations, typically integrated with Privilege Access Management solutions.

• Previous experience with Delinea or other Privilege Access Service solutions like CyberArk or BeyondTrust is advantageous.

• Proven experience in leading large-scale transformational technology projects that span across typical enterprise divisions.

• Ability to address significant technical challenges with little supervision or guidance.

• Capacity to plan, organize, and prioritize multiple projects and responsibilities on a weekly basis.

• Comfortable engaging directly with complex, multi-divisional, multi-geographical clients, ideally at the director level.

• Quick and proficient in understanding and assimilating new information.

• Demonstrated success in consistently and professionally achieving objectives, even when facing expected and unexpected challenges.

• Excellent written and verbal communication skills in a professional context, with the ability to explain complex operations to technical audiences.

• Proficient in creating clear and concise documentation that outlines current operational procedures and suggested modifications.

• Experience in Microsoft Active Directory administration and design.

• Background in Microsoft Windows Server administration and engineering.

• Expertise with at least one major IaaS provider, such as Microsoft Azure or Amazon.

• Experience in UNIX and/or Linux administration within large organizations.

• Familiarity with cloud or as-a-service solutions.

• Strong understanding of compliance issues, including PCI, SOX, and GLBA, as they pertain to infrastructure security and access management.

• Working knowledge of UNIX authentication and authorization management, PAM, NSS, and Kerberos.

• Experience with other Privilege Access Service solutions like BeyondTrust or CyberArk.

• Proven skills in scripting languages such as Perl and PowerShell.

• Background check, education verification, and employment verification are required upon conditional offer.

🏝️ Benefits

• Meaningful work within an innovative culture.

• Excellent opportunities for career advancement.

• Significant bonus program.

• Comprehensive healthcare insurance.

• Pension and retirement matching.

• Extensive life insurance coverage.

• Employee assistance program.

• Generous time off plans.

• Paid company holidays.