Technical Account Manager

📋 Description

• Oversee relationships with assigned end-users, focusing on enhancing adoption, retention, and overall satisfaction.

• Lead project initiatives for significant FireMon programs on behalf of customers.

• Collaborate across FireMon teams—including Support, R&D, Product Management, and Sales—to meet customer requirements and achieve impactful results.

• Keep up-to-date with the functional and technical aspects of the FireMon product lineup.

• Offer direct support to customers regarding system health checks, user and device management, troubleshooting, upgrades, and monitoring tasks.

• Handle multiple customer engagements, prioritizing tasks and facilitating resolutions across various requests.

• Provide insights and constructive feedback to internal teams to enhance products and overall customer experiences.

• Record best practices for developing and deploying FireMon solutions within customers' environments.

• Act as a technical resource for "best practice" inquiries and other customer questions, identifying alternative technical solutions to business challenges.

• Collaborate with account teams to set expectations and offer a transparent view of customer progress and health throughout their lifecycle.

• Dedicate oneself to continuous learning by maintaining relevant certifications and acquiring new ones each year.

⛳️ Requirements

• Bachelor’s Degree in Computer Science, Information Technology, or a related field.

• Over 5 years of experience in roles such as technical project management, technical account management, professional services, or similar customer-facing technical positions.

• Minimum of three years of experience managing or designing complex network infrastructures, including architecture, design, implementation, troubleshooting, and ongoing support of router/switch-based and software-defined virtual networks.

• Experience in client-server applications, Unix/Linux system administration, or software development, which includes debugging, troubleshooting, software upgrades, and applying security patches.

• At least one active technical certification (e.g., CCNA or equivalent) and a commitment to pursue additional certifications annually as part of your professional development.

• Familiarity with modern software development methodologies, including best practices for infrastructure design and architecture.

• Proven success in customer-facing roles—particularly in implementation or support environments—where effective communication and relationship-building were essential.

• Strong analytical and problem-solving abilities, capable of balancing technical details with customer impact.

• Exceptional organizational skills, with the capability to prioritize and manage multiple customer requirements simultaneously.

• Effective communicator, able to engage stakeholders across various roles—from technical teams to mid-level managers and senior IT leadership (CISO/CIO/CTO level) in enterprise settings.

• Proficiency in the Italian language is highly preferred.

🏝️ Benefits

• Equal employment opportunities.

• Creative problem-solving environment.

• Support for continuous learning.