Technical Account Manager
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Technical Account Manager (TAM)
Austin TX
Job Description/Summary:
The Technical Account Manager works closely with SpyCloud’s customers and draws on their exceptional customer-facing skills and technical acumen to help our customers successfully adopt our products. With a goal of becoming a trusted consultant and advisor, the TAM unlocks value and finds solutions that leverage our product/services. A successful TAM utilizes their relationship management skills and technical credibility to effectively communicate to all levels of the organization.
Primary Responsibilities:
- Project manage enterprise on-boarding/integration, ensuring timely and successful launches
- Work closely with Customer Success Management and other internal teams to identify opportunity and translate customer goals into executable technical set-ups with adoption plan
- Understand the customer and identify and address technical challenges, owning the process including communication of issues, goals requirements and solutions
- Monitor the product/program/project from initiation through delivery interfacing with customers on technical matters
- Maintain a deep understanding of SpyCloud’s products
- Provide technical guidance and manage timelines, milestones, migration goals and business transformation strategies
- Develop best practices and assets based on learnings from customer engagement to support initiatives to scale
- Be a customer advocate, representing our customer internally. Provide feedback and find ways to improve the customer’s experience through processes and collateral, driving value realization
Key Qualifications and Requirements:
- Strong technical acumen and experience influencing change at all levels
- A track record of creating documentation of processes, playbooks, and other information for use by TAMs
- Ability to work effectively in teams of both technical and non-technical individuals across multiple concurrent projects
- A solid working knowledge of various web technologies with an understanding of APIs and databases
- Experience translating business goals into technical solutions
- Understands data analytics to identify key performance indicators and perform data analysis to drive insights
- Ability to seamlessly work with customer’s development team
- Practical experience with a solid background in problem analysis and resolution of SaaS enterprise platforms
- Good knowledge of REST technology, previous work with APIs and ability to understand and troubleshoot cloud solutions
Highly Desired Skills:
- 5+ years of Technical Account Management experience in a customer facing role
- Familiarity with Software as a Service (SaaS) solutions
- Hands-on experience with programming/scripting languages and their usage with APIs
- Cyber security and ATO prevention experience a plus
Education:
- BA/BS/Undergraduate
- Zendesk experience is a plus
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