Technical Account Manager, Identity Security

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

📋 Description

• Serve as the customer's voice within the organization, championing their needs among internal teams.

• Oversee the technical onboarding process for new clients in collaboration with internal personnel.

• Build and sustain relationships with customer stakeholders, acting as a strategic advisor.

• Collaborate with company leadership to ensure involvement from executive management.

• Track customer usage and engagement to pinpoint opportunities for upselling and renewals.

• Assist in upselling and cross-selling initiatives.

• Educate clients on products, promote product adoption, and guide future product strategies.

• Proactively identify and resolve any obstacles that may hinder customer success.

• Utilize self-paced training materials to enhance customer education and knowledge development.

• Manage the customer lifecycle from onboarding through to ongoing support.

• Facilitate strategy sessions, in-depth architecture discussions, training sessions, and formal quarterly business reviews (QBRs).

• Gather and organize client feedback while tracking customer health and usage metrics.

• Work with internal teams to prioritize customer requests effectively.

• Create and implement standardized processes across the customer portfolio to optimize product adoption and customer success.

⛳️ Requirements

• Over 5 years of demonstrated experience in customer-facing roles, such as Technical Account Manager, Professional Services, Solution Architect, Solution Engineering, Technical Support, or Customer Success Engineer.

• Strong problem-solving capabilities, capable of troubleshooting complex technical challenges and driving solutions.

• Significant experience in delivering Cyber/Identity solutions to large enterprise clients.

• Proficient in interfacing with technical end-users, including IT practitioners, Developers, DevOps, and Identity & Security Teams.

• Proven track record of enhancing customer satisfaction, adoption rates, and retention levels.

• Experience working in and contributing to an early-stage company is highly preferred.

• Demonstrated ability to manage multiple account management projects concurrently while maintaining focus on detail.

• Self-driven and detail-oriented with exceptional communication and interpersonal abilities.

• Established history of managing customer relationships, encompassing onboarding, renewal, and expansion efforts.

• Capability to collaborate across diverse teams to achieve desired outcomes.

• Proficient in communicating, presenting, and influencing key stakeholders at all organizational levels, including executives and C-suite personnel.

🏝️ Benefits

• Flexible remote work options, including reimbursement for home office setup.

• Unlimited paid time off (PTO).

• Paid holidays and sick leave.

• Comprehensive health, vision, and dental insurance.

• Life insurance, along with short-term and long-term disability coverage.

• Standard benefits package accompanied by equity options.

• Possibility of merit-based salary increases contingent on individual or company performance, tenure in the role, and other discretionary factors.