Technical Account Manager (Denver or San Francisco)

AppOmni • Denver, CO

45d • $165,000 - $175,000

About The Position

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

• 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 large enterprise customers, Fortune 100 companies, and C-level executives.
• 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
• Strong engineering skills to leverage in building integrations and supporting customers in their experience leveraging the AppOmni Developer Platform.
• 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.
• You enjoy planning, adjusting, executing, winning, and celebrating as a team
• Ability to travel to customer locations monthly

Nice To Haves

• Proficiency in Salesforce, Gainsight, and Zendesk is preferred.

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 with customers and AppOmni field teams to leverage the AppOmni Developer Platform to help build support for SaaS applications for which AppOmni does not currently provide native integrations.
• Work closely with the Product and Engineering teams to define and influence SaaS application support roadmap and augmentation beyond the AppOmni Developer Platform.
• Work closely with Product and Engineering teams to further develop and advance the AppOmni Developer Platform and SDK features and capabilities.
• 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

• Home office stipend
• Generous paid time off, paid company holidays, paid floating holidays, paid parental leave, paid sick time and 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
• Stock Options

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed
• Number of Employees: 101-250 employees