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 group of Island customers, assisting them from the onboarding phase to achieving operational excellence.

• Proactively oversee and contribute to support cases, feature requests, and escalation processes.

• Initiate, track, and facilitate the resolution of customer issues while keeping clients informed throughout the process.

• Educate customer teams on how to deploy, manage, and optimize Island by utilizing best practices.

• Offer configuration advice tailored to each customer's environment alongside their security, performance, and usability objectives.

• Keep customers updated on forthcoming releases and new functionalities, showcasing their advantages.

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

• Gather and relay customer insights that help shape the product roadmap.

⛳️ Requirements

• Over 5 years of experience in technical account management, solutions engineering, or post-sales technical roles within the software or cybersecurity sectors.

• Solid technical background with experience supporting enterprise IT solutions, preferably SaaS or security platforms.

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

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

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

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

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional growth and development.

• Flexible work environment with remote options.

• Collaborative and inclusive company culture.