Technical Account Manager

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

📋 Description

• Act as the primary contact for Bolster's Partner account and support teams concerning the white-labeled product.

• Navigate the Partner's tiered support system to identify coverage for customer issues.

• Define the product and service scope in collaboration with professional and managed services teams.

• Serve as the escalation point for requirements beyond the Partner's complimentary or included support.

• Assist with onboarding and managed integrations, providing customer training on setup and ongoing maintenance.

• Monitor recurring support issues and provide insights to product, sales, and customer success teams.

• Establish strong collaborative relationships with Partner account managers, support engineers, and services personnel.

• Act as a dedicated technical resource for specific enterprise and strategic Bolster accounts alongside Customer Success Managers.

• Participate in customer calls as a product expert, addressing technical inquiries, resolving issues, and identifying opportunities for expansion.

• Aid customers in configuring and optimizing monitoring and takedown workflows across various platforms, including domains, social media, app stores, marketplaces, and the dark web.

• Remain updated on trends in digital risk and fraud protection, as well as related technologies and services.

⛳️ Requirements

• Proven experience in Technical Account Management, Solutions Engineering, Customer Success Engineering, or a comparable customer-facing technical role.

• Background in working with a channel partner, reseller, or white-label business model, preferably with a major enterprise technology partner.

• Experience managing a portfolio of enterprise or strategic accounts in collaboration with a Customer Success team and partner-sourced clients.

• Strong understanding of tiered SaaS support models, encompassing break-fix, professional services, managed services, and account management.

• Excellent communication abilities with a knack for bridging teams and organizations while translating between business and technical stakeholders.

• Self-motivated and capable of navigating ambiguity while maintaining organization and dependability.

• Preferred: experience in brand protection, anti-phishing, domain takedown, digital risk protection, or similar cybersecurity/brand-safety solutions.

• Preferred: knowledge of phishing, typosquatting/domain spoofing, social media and app-store impersonation, fraudulent advertisements, marketplace scams, registrars, hosting providers, platform trust and safety teams, and DMCA/UDRP processes.

• Preferred: comfort with API-driven, integration-heavy products.

• Preferred: experience collaborating with or within a Security Operations Center, fraud, or brand-security teams.

• Preferred: familiarity with the support and services ecosystems of large enterprise technology partners.

• Must have authorization to work in the United States.

• Visa sponsorship and employment-based immigration assistance are not available.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• Flexible time off policy.

• Paid holidays.

• Equity opportunities.

• 401(k) retirement plan.

• Potential for incentive compensation.

• Extensive benefits package.