Technical Account Manager - Central

Obsidian Security•Texas, USA, TX

3d•Remote

About The Position

Obsidian Security is seeking a proactive Technical Account Manager (TAM) to join their Customer Success team. This role is ideal for someone excited to make an impact at a SaaS security start-up. The TAM is responsible for actively driving customer value within the Obsidian platform by providing technical advice, serving as a subject-matter expert on SaaS security, and partnering with customers technically and educationally throughout their journey. The TAM also acts as the voice of the customer, relaying feedback to product management and engineering. The ideal candidate is driven, collaborative, knowledgeable, has cybersecurity experience, and is eager to work in the SaaS security startup environment. This is a 100% remote role, with a preference for candidates located in Texas or Chicago, IL.

Requirements

A strong blend of communication abilities and technical skills to be the field-facing technical ambassador for Obsidian
Experience in building and managing strong customer relationships
Experience with cybersecurity, especially Cloud and SaaS security concerns
Ability to prioritize and manage multiple requests while delivering results
Experience administering and configuring SaaS applications (such as Google Workplace / GSuite, O365, Okta, Duo, etc)
Experience interacting with APIs, integrations, and middleware
An understanding of common web authentication methods (such as tokens, OAuth, SAML, etc.)
Experience with cybersecurity solution stacks
Willingness to travel occasionally to meet with customers, not expected to exceed 5%

Nice To Haves

Versed in software engineering (Python) is a definite plus
Experience in incident response, threat triage, log analysis, and data correlation is a strong plus.

Responsibilities

Deliver the highest level of customer experience and technical assistance to customers and partners.
Manage simultaneous customer requests, inquiries and issues of varying complexity and priority.
Take ownership of driving complex scenarios and issues, working with appropriate stakeholders in engineering, product management and sales to deliver successful outcomes.
Work closely with our customers to make sure they are enabled/on-boarded successfully, fully understand how to use the platform, and can successfully integrate it into their day-to-day workflows.
Drive towards improving customer understanding and usage of the Obsidian platform. This includes understanding common issues to build and improve in-product documentation and guides, as well as deliver live or recorded product training for new customers or partners.
Identify, communicate, and deliver on opportunities to improve Obsidian’s ability to support and enable our customers to be successful, including new processes, tools, or product prototypes.
Create and deliver Account Health checks and Quarterly Business Review.