Technical Account Manager

AppOmni

7h•$145,000 - $155,000

About The Position

AppOmni prevents SaaS data breaches by delivering end-to-end SaaS security. Our platform gives security teams clear visibility into posture, access, third-party connections, AI-related activity, and with built-in discovery to identify unsanctioned SaaS and Shadow AI tools. Backed by continuous monitoring and real-time threat detection, AppOmni helps enterprises identify and resolve risks early, keeping their SaaS applications secure. AppOmni thrives off the success of our customers, and we're looking for a strategic, growth-focused, and results-driven Technical Account Manager to engage and enable AppOmni’s largest customers. Our Customer Success team serves as the primary advocate for our customers, guiding them along a path to success and engaging resources across AppOmni to accelerate the adoption of the AppOmni product. As a Technical Account Manager, you will be responsible for driving the value across customers to ensure they are actively engaged and fully recognizing the technical and functional potential of the AppOmni product. Partnering directly with the customer’s team, you’ll have polished communication and a strong presence, coupled with the unique ability to act as a trusted advisor and technical expert on the AppOmni product.

Requirements

3-5+ years experience in customer success and/or technical account management in a SaaS organization, consulting, technical customer support, or sales engineering.
Current experience working directly with mid-market to enterprise-level customers.
SaaS security experience, Cloud security experience, Identity and Access Management, vulnerability management, or experience in other cybersecurity disciplines are strongly preferred
Experience with Python, Django, and/or other common developer frameworks to extract, transform, and load data through various API interfaces.
Experience working with REST APIs
Understanding of various authentication methods
Ability to understand various SaaS Applications’ RBAC structure
Experience supporting customer organizations comprised of security teams and business application owners
Working knowledge of common SaaS solutions such as Salesforce, M365, ServiceNow, Workday, Okta.
Self-driven and self-motivated individual who enjoys a fast moving and constantly changing environment. Startup experience is a plus.
Strong customer facing and presentation skills with the ability to establish credibility with multiple stakeholders.
Has handled difficult customers or situations and can demonstrate resolutions.
Proficiency in Salesforce and Zendesk is preferred.
You enjoy planning, adjusting, executing, winning, and celebrating as a team
Ability to travel to customer locations monthly

Responsibilities

Manage and serve as the primary point of contact for all post-sales technical and functional needs for AppOmni’s top enterprise customers through strong technical acumen, in-depth product knowledge, relationship-building, strategic planning, business value articulation, and execution.
Be consultative and be viewed as a technical SME by exhibiting a complete understanding of customer technical goals and objectives. Develop a trusted advisor relationship with customer champions, sponsors, and technical teams to drive product adoption and ensure they are using AppOmni to achieve full business value.
Ensure that a deployment and adoption plan is in place with each customer in order to facilitate the customer achieving their stated success criteria. Work closely with AppOmni’s Customer Success Manager (CSM) team to monitor and identify adoption and utilization trends, provide recommendations based on customers' needs, risks, and strategy.
Introduce, demonstrate, and implement new products and features as they become available.
Develop expertise in AppOmni’s API capabilities to help customers augment UI-based functionality with script-based approaches to unlock value.
Work closely with the Product and Engineering teams to define and influence SaaS application support roadmap and augmentation beyond the AppOmni Developer Platform.
Increase customer retention by assisting regular health check meetings for tactical items, and assisting with strategic business reviews for alignment of objectives and outcomes
Help the customer document their technical success criteria and strategy and partner with the CSM and customer teams to ensure adherence to the strategy; work with the customer to update technical success criteria if/as customer priorities shift
Define and document the customer’s end-state AppOmni architecture and work with the customer to develop a roadmap and strategy for achieving the desired end-state architecture
Track accounts to identify customer risk and work actively to eliminate that risk; partner with the CSM by contributing to the renewal strategy and work closely with the AppOmni Renewals Manager to influence the successful execution of renewals.
Be the technical voice of the customer to our internal stakeholders (engineering, product, sales, and executive leadership teams) and provide internal feedback on how AppOmni can better serve our enterprise customers
Work closely with Product and Engineering on identification and tracking of product improvement requests, troubleshooting, and bugs
Evangelize customer success stories with the AppOmni Marketing team
Above all, put customer’s needs first and demonstrate customer obsession

Benefits

Generous paid time off
paid company holidays
paid floating holidays
paid parental leave
paid sick time
paid family leave for applicable states
health insurance - medical, dental, and vision with HSA option
LifeWorks Employee Assistance Program
company-provided life insurance, AD&D, STD/LTD and additional supplemental life insurance options
401(k) and Roth retirement saving accounts
a monthly wellness benefit reimbursement