Technical Account Manager

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

📋 Description

• Act as a technical subject matter expert for Delinea’s Privilege Access services and product offerings.

• Serve as a trusted advisor to customers, ensuring their engagement and success throughout the deployment of Delinea solutions, facilitating the resolution of challenges, and helping them maximize their Delinea investment.

• Continuously monitor customer health and share findings with the regional sales, support, and renewals teams.

• Provide remote services to both new and existing clients, including software configuration, onboarding, and training.

• Collaborate with customers to promptly address high-priority issues affecting their service delivery.

• Track new bugs, product releases, and security vulnerabilities, proactively informing customers of any changes that may impact their environments. Advocate for customer interests within Delinea Engineering and Product Management for future functionalities and product roadmap items.

• Conduct regular review sessions to validate plans, configurations, and designs related to Delinea software and operations.

• Document customer environment details and share them with Delinea Support and Engineering teams to expedite issue root-cause analysis and resolution.

• Coordinate and oversee the Early Beta Access program for new releases, identifying opportunities to influence future product direction and assisting with testing and validation processes.

• Travel to customer facilities primarily in North America for Quarterly Business Reviews and Solution assessments, subject to travel and safety restrictions.

• Maintain an established level of performance with customers, measured through satisfaction surveys.

• Cultivate and leverage key relationships within Delinea to encourage various functional groups to allocate necessary resources for quick resolution of customer issues.

• Develop and deliver executive-facing reports that summarize real-time situational updates and analyses, along with key themes extracted from global escalations.

⛳️ Requirements

• Over 4 years of experience in a related role such as Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant, or Sales Engineer.

• Understanding of applications, infrastructure, and processes utilized in large organizations typically integrated with Privilege Access Management solutions.

• Previous experience with Delinea or other Privilege Access Service solutions such as CyberArk or BeyondTrust is highly advantageous.

• Experience in leading large, transformational technology projects that span typical enterprise silos.

• Ability to address significant technical challenges with minimal supervision or guidance.

• Proven track record in planning, organizing, and prioritizing multiple projects and responsibilities weekly.

• Comfortable interfacing directly with complex, multi-divisional, and multi-geographical clients, preferably at the director level.

• Demonstrated capability to quickly and proficiently grasp and internalize new information.

• Prior success in delivering objectives consistently and professionally, even when faced with both expected and unforeseen challenges.

• Strong written and verbal communication skills in a professional setting, with the ability to convey complex operations to technical audiences.

• Ability to create documentation that clearly and concisely outlines current and established operational procedures, as well as proposed modifications and changes.

• Experience in Microsoft Active Directory administration and design.

• Knowledge of Microsoft Windows server administration and engineering.

• Expertise with at least one major Infrastructure as a Service (IaaS) provider such as Microsoft Azure or Amazon.

• Must possess UNIX and/or Linux administration experience within large organizations.

• Experience with NIS or LDAP administration is a plus.

• Background in working with cloud or as-a-service solutions.

• Strong compliance knowledge related to infrastructure security and access management (e.g., PCI, SOX, GLBA).

• A working knowledge of UNIX authentication and authorization management, PAM, NSS & Kerberos is preferred.

• Familiarity with other Privilege Access Service solutions such as BeyondTrust or CyberArk.

• Demonstrated skills in scripting languages such as Perl and PowerShell.

• Experience with Network Storage Device Administration is a plus.

• Background in Microsoft SQL Reporting Services is a plus.

• Experience with Microsoft Clustering Services (MCS) is a plus.

• Familiarity with RabbitMQ or message brokering is also a plus.

🏝️ Benefits

• Competitive salaries.

• Meaningful bonus program.

• Excellent benefits including healthcare insurance.

• Pension and retirement matching.

• Comprehensive life insurance.

• Employee assistance program.

• Time off plans.

• Paid company holidays.