Technical Account Manager

This is a fully remote position, open to applicants in New Jersey, +1 more state.

📋 Description

• Act as the primary technical liaison for a designated group of Island customers, supporting them from onboarding through to operational excellence.

• Proactively oversee and assist with support inquiries, feature requests, and escalations.

• Initiate, track, and facilitate the resolution of customer concerns while keeping them updated.

• Educate customer teams on the deployment, management, and optimization of Island, utilizing best practices.

• Offer configuration recommendations customized to meet each customer's environment and objectives regarding security, performance, and usability.

• Keep customers informed about upcoming releases and new features, detailing their advantages.

• Collaborate with Product, Engineering, Support, and Customer Success teams to ensure a cohesive customer experience.

• Gather and provide customer insights that shape the product development roadmap.

⛳️ Requirements

• A minimum of 5 years’ experience in technical account management, solutions engineering, or a post-sales technical role within software or cybersecurity.

• A strong technical background and experience in supporting enterprise IT products, preferably within SaaS or security platforms.

• Proven experience in managing customer escalations, support tickets, and technical project management.

• Exceptional communication skills, capable of conveying complex concepts to both technical and non-technical audiences clearly.

• Proficient with tools such as Salesforce, Jira, Confluence, and remote collaboration software.

• A Bachelor’s degree in a technical field or equivalent experience is preferred.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and flexible work arrangements.

• Opportunities for professional development and continuous learning.

• A collaborative and innovative work environment.