Technical Account Manager
| Company | Vectra |
|---|---|
| Location | Pennsylvania, USA, Washington, DC, USA, Jackson Township, NJ, USA, Florida, USA, Georgia, USA, Virginia, USA, New York, NY, USA, Maryland, USA, Massachusetts, USA |
| Salary | $110000 – $170000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- Candidates must have a solid technical foundation in network security and enterprise software, a proven track record of successfully interfacing with customers on both technical and non-technical levels, strong business acumen, and obsession about customer experience.
- A minimum of 5 years of experience in enterprise subscription-based vendors in a customer-facing role (such as Technical Account Management, Professional Services, Sales Engineering, or Strategic Customer Service)
- Extensive experience as a hands-on TAM supporting high touch enterprise customers (Fortune 500 or other large companies)
- Good understanding of security product lines (firewalls, sandboxing, SIEM, forensics-type platforms)
- Knowledge of TCP/IP, DNS, VPN and SSL technology
- Good understanding of current security technologies and risks
- Project management skills with a high attention to detail
- Proven experience in supporting customers with strong empathy
- Proven record of establishing and building successful C-level relationships
- Service management minded with strong commitment to customer service
- Excellent presentation and communication skills, both verbal and written
- Excellent organizational, analytical, negotiation, and influence skills
- Incident Response or Security Analyst background is a plus
Responsibilities
- Support customers in large and highly complex enterprise organizations
- Lead customers throughout the entire customer journey: onboarding, implementation, value realization, adoption and expansion
- Lead the customer relationship, providing ongoing support and proactive leadership to Vectra’s customers, to drive high levels of customer satisfaction, deep engagement, and mutual success.
- Conduct customer touchpoints, executive business reviews and proactively monitor customer health
- Drive integration of the Vectra’s platform into our customer’s business processes and technical ecosystem to create and increase value realization.
- Identify and grow expansion opportunities within the customer base and collaborate with the sales team to facilitate growth attainment.
- Identify and assess renewal risks; develop and collaborate with internal teams in executing the remediation plans.
- Direct crisis and incident response with urgency, working cross-functionally to ensure timely resolution while communicating effectively with customers.
- Identify, develop and implement repeatable programs and processes across your portfolio of customers to maximize product adoption and usage and achievement of customer’s business objectives.
- Track, measure and report on key metrics such as: customer satisfaction, customer health score, adoption rates, etc.
- Able and willing to travel for on-site customer visits as required (25- 50%)
Preferred Qualifications
- Incident Response or Security Analyst background is a plus