Technical Account Manager

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

📋 Description

• Serve as a strategic point of contact for customers, offering supportability, performance insights, and best practice assessments related to Kasada and their infrastructure.

• Lead intricate onboarding projects for Enterprise customers.

• Comprehend and maintain documentation regarding customer infrastructure, workflows, and the configuration of Kasada instances.

• Resolve complex customer support tickets, often involving CDNs, source code, and web application challenges.

• Collaborate with other teams at Kasada on behalf of customers when additional expertise is required for communication, investigation, and resolution of application issues.

• Actively oversee customer tickets during business hours and address urgent and high-priority requests.

• Coordinate with colleagues to initiate, participate in, or monitor Zoom/screen share sessions as requested by customers.

• Provide escalation support as necessary for all other Premium tickets.

• Conduct Root Cause Analysis, Ticket Analysis, and system health checks for Premium customers as needed.

• Participate in and lead Quarterly Business Reviews for assigned accounts, presenting metrics, data, health check summaries, and recommendations.

• Work proactively with Enterprise customers on activities such as product impact reporting, coordinating upgrades, communicating upcoming features, and ensuring smooth implementation.

• Manage incidents and escalations for strategic customers.

• Monitor customer traffic patterns and provide valuable insights.

• Act as a trusted advisor to strategic customers, addressing implementation concerns and helping optimize their use of Kasada's solutions.

• Collaborate closely with the Customer Success Manager.

• Explore further opportunities to contribute to various projects and initiatives aligned with your passions.

⛳️ Requirements

• Proven experience in successfully managing Enterprise customer engagements to completion and achieving customer satisfaction, especially with large and complex clients.

• Strong analytical and problem-solving skills, with the ability to deliver quick resolutions to issues.

• Exceptional verbal and written skills in organization, presentation, and communication, demonstrating a high degree of empathy for the customer experience and the ability to "speak customer."

• Must possess a customer service orientation and a belief in teamwork, collaboration, adaptability, and initiative.

• Proficiency in at least one programming language, preferably JavaScript/Typescript.

• Comprehensive understanding of DNS functionality.

• Basic knowledge of MacOS and Unix Terminal commands.

• Familiarity with using and troubleshooting CDNs such as Cloudfront, Akamai, or Section.io.

• Previous experience with cloud service providers, ideally AWS.

• Data-driven, with substantial experience utilizing data analytics tools like Splunk, Tableau, or PowerBI.

• Demonstrated success in strategic thinking and tactical execution, ensuring consistent high levels of customer satisfaction and retention in a fast-paced environment.

• Competitive and aware of competitive landscapes; skilled at articulating strengths and vulnerabilities.

• A team player with robust interpersonal skills capable of effectively interacting with a diverse range of individuals and roles.

• Willingness to travel periodically based on customer and business requirements.

🏝️ Benefits

• An opportunity to share in Kasada's global success through equity or stock options.

• Support for growing families, including generous parental leave and resources throughout the leave period.

• Wellbeing support to help you develop and recharge, including access to our Employee Assistance Program (EAP) offering confidential counseling for you and your loved ones.

• Birthday leave.

• Wellness leave.

• Annual company offsites for connection, collaboration, and celebration.

• A dog-friendly headquarters located in Sydney.