Technical Account Manager

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

📋 Description

• Oversee customer onboarding and implementation processes, which include kickoff, planning, technical coordination, and follow-up.

• Act as the main technical liaison for customers during the post-sales phase.

• Assist customers in connecting relevant integrations, configuring workflows, and aligning Glow with their priorities and environment.

• Conduct regular meetings with customers to discuss progress, findings, outstanding items, technical inquiries, and next steps.

• Foster customer adoption by guiding teams to understand Glow's capabilities, suggested workflows, and best practices.

• Collaborate closely with Product, Engineering, and Data teams to address issues, develop solutions, and bridge gaps affecting customer success.

• Cultivate extensive product and technical knowledge, troubleshoot autonomously, and implement practical solutions to meet customer needs.

• Work alongside customers to define, monitor, and refine success criteria aligned with their goals and use cases.

• Spot opportunities to enhance value by introducing additional use cases, integrations, workflows, and features.

• Assist in select pre-sales activities as a product and technical subject matter expert, collaborating with account teams on strategic customer discussions as needed.

⛳️ Requirements

• Experience in a customer-facing technical position such as Technical Account Manager, Solutions Architect, Customer Success Engineer, Sales Engineer, or similar roles.

• Strong preference for experience within cybersecurity companies or with highly technical products.

• Native-level proficiency in English.

• Capability to establish trusted relationships with customer stakeholders across security, IT, and technical teams.

• Experience leading technical onboarding, implementation, and adoption processes for enterprise clients.

• Strong troubleshooting and problem-solving abilities concerning integrations, APIs, workflows, and product functionalities.

• Ability to collaborate cross-functionally with Engineering, Product, and Data teams, translating customer requirements into actionable technical outcomes.

• Demonstrated ownership and independence, with the ability to navigate uncertainty and advance solutions with minimal supervision.

• Excellent written and verbal communication skills, encompassing customer updates, technical documentation, and cross-functional collaboration.

• Proficient in managing multiple customer engagements simultaneously, with strong prioritization and follow-through skills.

• Familiarity with common enterprise systems such as EDR, MDM, IAM, ticketing/ITSM, and collaboration platforms is advantageous.

• Experience in both post-sales customer success and technical pre-sales efforts is a plus.

• Prior experience in developing post-sales processes, customer playbooks, and scalable operating models is a bonus.

🏝️ Benefits

• Commitment to an inclusive workplace.

• Equal opportunity employment.

• A work environment free from discrimination and harassment.