TECHNICAL ACCOUNT MANAGER

Job Summary

Responsible for selling services and retaining revenue by providing technical customer support to assigned accounts. An ideal candidate has experience as a Software Engineer and in sales support. The Technical Account Manager interacts with customers to execute the technical aspects of the sales strategy by developing appropriate solutions and building technical relationships. The Technical Account Manager is able to focus ambiguous customer needs into specific, deliverable requirements and solutions to help qualify and quantify opportunities. They resolve technical issues arising during the customer engagement, help clients define specifications and requirements, develop solutions, and provide technology presentations to both technical and management-level audiences. The Technical Account Manager should expect to spend 25% of their time in a consulting capacity, 50% of their time in a customer success and product support capacity, and 25% of their time working on product development.

Essential Duties

  • Customer Meetings and Meeting Preparation: Leads and attends customer meetings in person, via phone, and by video. Prepares highly complex level technical proposals and presentations. Provides broad scope responses to product and industry questions. Demonstrates advanced solution selling abilities and effective, proactive customer communications. Interacts with all levels of customer's management team.

  • Customer Solution Development: Analyzes customers' business needs and develops strategies based on knowledge of customer's current cybersecurity solutions. Contributes to implementing these solutions.

  • Training: Advises customers on technical aspects of company products including fit to customer's needs, features, availability, etc.

  • Liaison: Act as a liaison between Sales and Product and Engineering to ensure that clients’ business needs are translated in technical requirements and reflected in the Product road map.

  • Understand our clients’ development and production environments along with their business challenges and objectives.

  • Develop sales engineering strategies and identify opportunities for process improvements.

  • Stay up to date on the technical aspects of the suite of products.

  • Able to travel as needed (up to 50%).

Preferred Education and Experience

  • Experience: Minimum of 5 years of experience in a technical management or professional services role. Minimum of 2 years in a similar role for a tech startup preferred.

  • Education: Bachelor’s degree in Computer Science, Software Engineering, or similar

  • Communication: Advanced written and verbal communication skills. Must have the ability to build relationships over the phone and web. Must have proactive communication style ensuring timely status of projects to account team and customers. Must be able to extract unknown customer requirements and gain consensus on these requirements with the customer. Ability to focus ambiguous customer needs into specific, deliverable requirements. Able to develop relationships and communicate with high level customer technical staff and executives. Advanced level presentation skills.

  • Technical Skills: Advanced understanding of cybersecurity, threat intelligence, and the hacking space with expert understanding of 1 or more specialized products. Advanced understanding of technical terminology related to company products and services.

  • Problem Solving: Expert analytical skills. Must be able to work through complex issues with a methodical approach. Expert ability to graphically depict solutions in a compelling manner.

  • Work Style: Able to work independently and as part of a team. Able to work under pressure with tight deadlines. Able to work on multiple projects simultaneously. Must be detail oriented.

  • Computer Skills: Advanced MS Office Suite knowledge and usage. Able to learn internal company systems. Experience in Python and JavaScript. Experience with cloud based architectures highly desired. Should be familiar with cybersecurity tools including IDS systems and log aggregation tools such as Splunk, ELK, and Graylog.

  • Business Acumen: Must have an intermediate understanding of company financial measures. Must have advanced understanding of cybersecurity industry and sales cycles.

  • Other Skills: Must have client facing experience and strong presentation skills. Ability to translate technical terms to non-technical stakeholders. Attention to detail with good organization capabilities, time management skills, and self-starting

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.