Senior Technical Account Manager – Southwest

This is a fully remote position, open to applicants in Arizona, +1 more state.

📋 Description

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

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

• Build and nurture robust relationships with key stakeholders at each client, acting as a strategic consultant and partnering with company leadership to ensure executive involvement.

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

• Influence future product development: Collaborate with Product teams to educate customers on offerings, promote product adoption, and contribute to decisions regarding new products.

• Actively identify and address any hurdles or challenges that could hinder customer success, working alongside colleagues to resolve them swiftly.

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

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

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

• Identify, create, and implement standardized processes across your customer portfolio to enhance product adoption and help customers achieve their business goals.

⛳️ Requirements

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

• Possess a “Ninja mindset” - Exceptional problem-solving abilities, capable of troubleshooting intricate technical issues and driving effective resolutions.

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

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

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

• Previous experience in building and operating within an early-stage company is highly desirable.

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

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

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

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

• Strong communicator, presenter, and influencer with the ability to engage key stakeholders at all organizational levels, including executives and C-level leaders.

🏝️ Benefits

• Competitive compensation package along with comprehensive benefits.

• A dynamic and international work environment emphasizing continuous learning and professional development.

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