Technical Account Manager

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

📋 Description

• Foster robust relationships with the designated client portfolio to comprehend their technical environments and business goals, providing guidance on how ArmorPoint solutions can optimally fulfill their requirements.

• Act as the primary technical liaison between the assigned client portfolio and ArmorPoint teams (e.g., Operations, Product, Engineering), resolving intricate technical challenges and advocating for client needs.

• Organize regular technical health assessment meetings (referred to as ArmorPoint Technical Reviews), gathering and presenting operational metrics, strategic recommendations, and value demonstrations to highlight the ROI of ArmorPoint services.

• Lead technical discussions, demonstrations, and orientations for client technical stakeholders and business executives, ensuring thorough understanding and maximizing the use of ArmorPoint products and services.

• Advise clients on best practices for the deployment, configuration, and management of ArmorPoint services, ensuring optimal utilization and alignment with their security goals.

• Oversee client environments through SIEM/EDR telemetry to detect emerging threats, troubleshoot problems, and suggest optimization opportunities.

• Recognize and pursue upsell and cross-sell opportunities that meet client needs, supporting account growth and retention.

• Collaborate with the Operations team to enhance processes, playbooks, and service delivery based on client feedback and identified trends.

• Create and maintain technical documentation, runbooks, post-incident reports, architecture diagrams, and knowledge base articles tailored to client-specific requirements.

• Offer actionable insights to the Product team, assisting in shaping the ArmorPoint product and service roadmap based on recurring client objectives and observations from the field.

• Design and deliver technical training and enablement to channel partners, empowering them to effectively manage ongoing technical account management for their own clients.

• Oversee, maintain, and report on client satisfaction (CSAT), spearheading initiatives to improve overall customer satisfaction.

• Maintain expert-level knowledge of ArmorPoint's SIEM platform and integrated EDR solutions (such as SentinelOne, CrowdStrike, Cybereason, etc.) to counter competitive threats through technical differentiation and value demonstration.

• Support cross-functional initiatives as a technical subject matter expert, ensuring that the client's technical perspective is duly represented.

• Represent ArmorPoint at industry events, webinars, or client advisory sessions as required.

• Perform other assigned duties as necessary.

⛳️ Requirements

• High School Diploma or equivalent GED is required.

• A minimum of 3 years in a client-facing technical security position (such as Sales Engineer, Customer Success Engineer, Client Development, Account Manager, or similar experience).

• At least 2 years of hands-on experience with SIEM and EDR technologies.

• Minimum of 2 years supporting SOC operations.

• Must possess technical knowledge/experience in Networking, Security, Identity Management, Cloud Services, and Windows/Linux/Mac systems.

• Demonstrated ability to present and articulate complex technical security concepts, customizing deliverables for client-facing technical teams and executive audiences.

• Reliable high-speed internet connection and a backup internet solution.

• Proactive with a strong attention to detail and excellent interpersonal skills for collaboration across teams.

• High aptitude for security technology and business understanding.

• Exceptional written and verbal communication skills.

• Outstanding organizational and time management abilities.

• Consistently execute and deliver tasks punctually.

• Capacity to manage multiple tasks and deadlines in a fast-paced environment.

• Independent, self-motivated, team-oriented individual with a positive attitude.

🏝️ Benefits

• Health insurance

• Professional development opportunities