This is a fully remote position, open to applicants in Florida, +3 more states.

📋 Description

• Take ownership of the Technical Health and overall Technical Account Health for the customer portfolio.

• Handle a challenging customer load through personalized technical account management and strategic oversight for enterprise clients.

• Collaborate with district and regional management teams across Sales, TAC, and Customer Success to enhance customer outcomes and lead Quarterly Business Reviews.

• Act as a program manager and provide training to enhance the capabilities of both internal teams and clients.

• Participate in engineering status calls to keep informed on product updates, advocate for customer needs, and monitor technical resolutions.

• Support Root Cause Analyses to address high-priority escalations and enhance operational stability.

• Mentor and train staff in advanced principles of technical account management.

⛳️ Requirements

• Over 10 years of experience in Technical Account Management, Customer Success Engineering, Security Operations, or a highly technical customer-facing position.

• Demonstrated leadership experience in mentoring and training teams in advanced technical account management principles and practices.

• Strong foundation in program or project management.

• Proven ability to design and deliver effective training sessions.

• Experience in coordinating efforts across Customer Success, Engineering, Support/TAC, and technical sales roles.

• In-depth knowledge of technical troubleshooting.

• Experience in assisting with Root Cause Analysis (RCAs).

• Previous collaboration with sales on Quarterly Business Reviews is preferred.

• Exceptional communication skills with the ability to convey complex technical subjects to varied audiences is preferred.

• Capability to work under pressure, prioritize tasks effectively, and foster cross-departmental collaboration is preferred.

• Candidates must not require immigration sponsorship; the company does not sponsor work visas.