Technical Account Manager, Post Sales, SME
About The Position
The Technical Account Manager is responsible for managing relationships with Small and Medium Enterprise (SME) customers, ensuring their satisfaction, and driving renewals and upsells. This role involves ensuring the proper deployment of new and upsold services, conducting regular technical checkups with existing customers, and serving as the primary point of contact for inquiries. The Technical Account Manager will also gather customer feedback, details, and use cases to inform internal product development and company direction. Success will be measured by annual renewal and upsell rates, as well as overall customer satisfaction. This role requires close collaboration with the Pre-Sales team to provide technical support for closing customers.
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 a variety of Federal Regulatory Compliance issues (e.g., HIPAA, GLBA, Sarbanes Oxley SOX, FISMA, SCAP).
- Knowledge of Auditing Frameworks (e.g., CIS, NIST, CobiT, ISO27001, ITIL, NERC-CIP).
Responsibilities
- Manage the relationship with Small and Medium Enterprise customers.
- Ensure customer satisfaction.
- Renew and upsell to the client base quarterly.
- Ensure proper deployment of new and upsold services.
- Connect on a regular basis with existing customers and perform technical checkups.
- Serve as the primary point of contact for customers.
- Assist with customer inquiries with the help of resources such as Support, Pre-Sales, or Management.
- Gather customer feedback, details, and use cases and deliver it to the internal organization/Product Manager.
- Work closely with Pre-Sales to help close customers from a technical perspective.
Benefits
- Comprehensive and highly competitive benefits package.
- OTE (On-Target Earnings) includes base salary and incentive compensation.
- Potential equity grants.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
