Senior Technical Account Manager, Identity Security

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

📋 Description

• Serve as the advocate for customer interests within the organization, ensuring their needs are prioritized by internal teams.

• Facilitate the technical onboarding process for new clients by collaborating with internal departments.

• Build and nurture relationships with customer stakeholders, acting as a strategic advisor.

• Collaborate with company leadership to secure executive involvement.

• Track customer usage and engagement metrics to uncover upselling, cross-selling, and renewal prospects.

• Work alongside Product teams to educate customers, promote product adoption, and provide insights for new product developments.

• Actively identify and address challenges and barriers to customer success.

• Utilize self-paced training materials to enhance customer education and knowledge development.

• Oversee the customer lifecycle starting from onboarding through to ongoing support.

• Conduct strategy meetings, in-depth architectural discussions, training sessions, and formal quarterly business reviews (QBRs).

• Gather and organize client feedback, monitor customer health and usage metrics, and collaborate internally to prioritize customer requests.

• Identify, create, and implement scalable processes across the customer portfolio to enhance product adoption and customer success.

⛳️ Requirements

• A minimum of 5 years of demonstrated experience in customer-facing roles such as Technical Account Manager, Professional Services, Solution Architect, Solution Engineering, Technical Support, or Customer Success Engineer.

• Proficient problem-solving abilities with a knack for troubleshooting complex technical issues and driving resolutions.

• Significant experience in providing Cyber/Identity solutions to large enterprise clients.

• Experience engaging with technical end-users, including IT professionals, Developers, DevOps, and Identity & Security Teams.

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

• Experience in building and operating within an early-stage company is highly valued.

• Capable of managing multiple account management projects simultaneously while maintaining meticulous attention to detail.

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

• Demonstrated history of managing customer relationships, including onboarding, renewals, and expansions.

• Ability to collaborate across various teams to achieve desired outcomes.

• Skilled in communicating, presenting, and influencing stakeholders at all organizational levels, including executive and C-suite.

🏝️ Benefits

• Opportunity to work remotely, with reimbursement for office setup.

• Unlimited paid time off (PTO).

• Paid holidays and sick leave.

• Comprehensive health, vision, and dental insurance.

• Life insurance, along with short and long-term disability coverage.

• Standard benefits package, including equity options.

• Potential for merit-based increases depending on individual or company performance, duration in role, and other discretionary factors.