Technical Account Manager

SpyCloud•Austin, TX

23h•Hybrid

About The Position

SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. SpyCloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes SpyCloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further! This role can be hybrid out of Austin (preferred) or remote in the United States with occasional travel to the office (around once per quarter) The Technical Account Manager (TAM) works closely with SpyCloud’s customers and draws on their exceptional customer-facing skills and technical acumen to help our customers successfully adopt our products. With a goal of becoming a trusted consultant and advisor, the TAM unlocks value and creates solutions that leverage our products and services. A successful TAM utilizes their relationship management skills and technical knowledge and credibility to effectively communicate to all levels of the organization.

Requirements

Technical Acumen: Strong technical acumen and experience influencing change at all levels.
Experience with enterprise IAM solutions (Microsoft Entra ID, Okta, Ping Identity, etc.)
Experience with enterprise SIEM solutions (Splunk, Palo Alto XSOAR, Azure Sentinel, etc.)
Familiarity with crafting integration/automation solutions in Python.
A solid working knowledge of various web technologies with an understanding of APIs and databases.
Good knowledge of REST technology, previous work with APIs, and ability to understand and troubleshoot cloud solutions.
Solutions, Documentation and Process Management: Experience translating business goals into technical solutions.
A track record of creating documentation of processes, playbooks, and other information for use by TAMs.
Collaboration & Customer Interaction: Ability to work effectively in teams of both technical and non-technical individuals across multiple concurrent projects.
Ability to seamlessly work with the customer's development team.
Practical experience with a solid background in problem analysis and resolution of SaaS enterprise platforms.
BA/BS/Undergraduate degree required.

Nice To Haves

5+ years of Technical Account Management or Sales Engineering experience in a customer-facing role.
Familiarity with Software as a Service (SaaS) solutions.
Hands-on experience with programming/scripting languages and their usage with APIs.
Cybersecurity and ATO prevention experience is a plus.

Responsibilities

Project Management: Project manage enterprise quick onboarding, customer integrations, ensuring timely and successful launches to achieve customer defined value. Monitor the product adoption, and the program/project from initiation through delivery, proactively interfacing with customers on technical matters.
Collaboration: Work closely with Customer Success, Product Management, Engineering and other internal teams to identify opportunities and translate customer goals into executable technical setups with adoption plans that arrive at customer defined value. Understand the customer goals, objectives, and how they measure success. Proactively identify and address technical challenges or opportunities, owning the process including communication of issues, goals, requirements, and solutions.
Technical Guidance & Innovation: Establish and maintain a deep understanding of SpyCloud’s products. Identify unique ways to address Customer problems in a proactive manner and escalate as emerging technical trends arise. Provide technical guidance and manage timelines, milestones, migration goals, and business transformation strategies.
Best Practices Development: Contribute to development best practices and assets based on learnings from customer engagement to support initiatives to scale. Leverage customer metrics to determine usage and value derived from product adoption.
Customer Advocacy: Be a customer advocate, representing our customers internally. Provide feedback and find ways to improve the customer’s experience through processes and collateral, driving customer defined value realization.