Senior Technical Account Manager – West, PNW

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

📋 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 sustain strong relationships with key stakeholders at each customer, acting as a strategic advisor and partnering with company leadership to ensure executive involvement.

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

• Influence future product development: Collaborate with Product teams to educate customers about offerings, encourage product adoption, and guide decisions regarding new products.

• Proactively identify and resolve any challenges or barriers that may hinder customer success, working alongside colleagues to address them swiftly.

• Utilize self-paced training materials to aid customer education and foster knowledge enhancement throughout their journey.

• Oversee the customer lifecycle experience from onboarding to ongoing engagement. Conduct strategy sessions, architecture deep dives, training, and formal QBR meetings to continually provide value to customers.

• Ensure a high level of customer satisfaction by gathering and organizing client feedback, tracking essential health and usage metrics, and collaborating closely with internal teams to prioritize requests.

• Identify, create, and implement repeatable processes across your portfolio of customers to maximize product adoption and help achieve their business objectives.

⛳️ Requirements

• A 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).

• A "Ninja mindset" - Exceptional problem-solving abilities, capable of diagnosing complex technical issues and driving resolutions.

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

• Proficient in engaging with technical end users, such as IT practitioners, Developers, DevOps, and Identity & Security Teams.

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

• Experience working in an early-stage company is highly preferred.

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

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

• A proven history of managing customer relationships, including onboarding, renewal, and expansion.

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

• Strong ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level personnel.

🏝️ Benefits

• Opportunity to work for a leading innovator in cybersecurity backed by top-tier venture capital firms (Sequoia, Accel, Cyberstarts).

• Competitive compensation package along with 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.