Manager of Technical Account Management - Remote

Center for Internet Security

2d • $113,000 - $197,700 • Remote

About The Position

The Manager of Technical Account Management is part of the Sales and Business Services (SBS) department, which resides on the Member Services team and reports to the Director of Member Services. As our Manager of Technical Account Management, you will lead the effort to ensure proper product adoption and utilization of CIS products and services to ensure Member satisfaction and sales renewals. The Technical Account Management team combines technical expertise and relationship management to support the satisfaction and resulting renewals of all CIS and Multi-State Information Sharing and Analysis Center (MS-ISAC) Members. This role will provide leadership and support for this initiative.

Requirements

• Bachelor's Degree in Business or a related field
• 3+ years of cybersecurity, SLED, or SLTT experience
• 3+ years of technical account management experience
• 2+ years of supervisory experience managing direct reports
• Familiar with and fluent using a customer relationship management system (CRM), preferably Salesforce
• Ability to work independently and with the team collaboratively in a fast-paced environment
• Experience conducting technical remote demonstrations to potential clients via Microsoft Teams or like applications
• Must be authorized to work in the United States

Nice To Haves

• Demonstrated experience collaborating with and/or training other colleagues at a technical level
• Additional years of relevant experience or a combination of an Associate’s degree or equivalent and relevant experience may be substituted for the Bachelor’s degree.

Responsibilities

• Manage the day-to-day activities of Technical Account Managers, including ensuring their activity is appropriately recorded and tracked with Salesforce
• Deeply understand the company’s products and services, especially from a technical standpoint
• Stay informed on product updates, integrations, and industry trends
• Collaborate with the Renewals team to understand customer needs and tailor solutions and trainings
• Deliver technical presentations and product demonstrations to both internal and external customers
• Collaborate regularly with Product, Engineering, Operations, and other technical teams
• Track contact with all accounts and related support tickets through Salesforce and other internal systems
• Gather and report feedback from the field to improve product development
• Understand customer requirements to demonstrate value proposition of CIS SecureSuite Membership and all products and services
• Deliver professional presentations to members via phone and web technologies
• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas and products
• Build use case recommendations and educate members on relevant new features
• Provide feedback and intel from the field to the Customer Experience team and collaborate on future improvements for our members, policies, and processes
• Provide ongoing training (i.e., lunch n’ learns) on products, sales methodologies, and tools
• Identify opportunities to cross-sell and upgrade services
• Provide data for internal department reports and briefs
• Maintain a centralized content repository for the Member Success team to use
• Track usage and effectiveness of enablement programs and content
• Partner with Member Services teams to create and maintain the online knowledge base
• Other tasks and responsibilities as assigned

Benefits

• Base salary is determined on a number of factors including, but not limited to, education, experience and skills
• Health (PPO, EPO, HSA), Dental & Vision Insurance eligibility starting from the first day of hire
• $500 wellness card for Health Coverage Participants
• 401(k) with 4% Company Match, vested from the first day of hire
• Flexible Spending Account (FSA) & Dependent Care Account (DCA)
• Life Insurance
• Bonding Leave
• Paid Volunteering Program
• Bonus eligibility
• Paid Time Off (PTO) inclusive of vacation, personal and sick time
• Paid Holidays
• Wellness Program
• Employee Engagement Activities
• Professional Development Opportunities
• Tuition Reimbursement
• Student Loan PayDown Program
• Employee Referral program
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees