Technical Account Manager SME

Qualys•Raleigh, NC

2d•Remote

About The Position

The Technical Account Manager is in charge of managing the relationship with Small and Medium Enterprise customers and the primary responsibility is to ensure the customer’s satisfaction. The Post-Sales Account Manager (SME) will be responsible for renewing and upselling his/her client base quarterly and to ensure proper deployment of new and upsold services. The Technical Account Manager (TAM) will connect on a regular basis with our existing customers and perform technical checkups. The TAM will serve as the primary point of contact for his/her customers and will assist with inquiries with the help of the resources such as Support, Pre-Sales or Management. He/She will be responsible for gathering customer feedback, details, and use cases and delivering it to the internal organization/Product Manger as data points to drive product and company direction. Success of this role will be measured by the annual renewal rate and upsell rate of SME customers, and their overall satisfaction. The TAM will work closely with Pre-Sales to help close customers from a technical perspective.

Requirements

Security and systems/networking background
General knowledge of current IT security fields including Firewall, IPS/IDS, Vulnerability Management, Network Scanners, PCI, Policy Compliance/GRC-IT and Audit Tools, other enterprise security solutions
2-3 years of experience in the Software-as-a-Service (Saas) industry providing Network Security, IT-Auditing and Policy Compliance solution and applications
Excellent work ethic with a "make it happen" attitude
Excellent written and verbal communication skills

Nice To Haves

Knowledge in variety of Federal Regulatory Compliance issues: HIPAA, GLBA, Sarbanes Oxley SOX, FISMA, SCAP etc.
Knowledge of Auditing Frameworks: CIS, NIST, CobiT, ISO27001, ITIL, NERC-CIP etc.

Responsibilities

Managing the relationship with Small and Medium Enterprise customers
Ensuring customer satisfaction
Renewing and upselling client base quarterly
Ensuring proper deployment of new and upsold services
Connecting on a regular basis with existing customers and performing technical checkups
Serving as the primary point of contact for customers
Assisting with customer inquiries with the help of resources such as Support, Pre-Sales or Management
Gathering customer feedback, details, and use cases and delivering it to the internal organization/Product Manager
Working closely with Pre-Sales to help close customers from a technical perspective