Technical Account Manager

Druva•Raleigh, NC

6d•$105,000 - $147,000

About The Position

Druva is the leading provider of data security solutions, empowering customers to secure and recover their data from all threats. The Druva Data Security Cloud is a fully managed SaaS solution offering air-gapped and immutable data protection across cloud, on-premises, and edge environments. By centralizing data protection, Druva enhances traditional security measures and enables faster incident response, effective cyber remediation, and robust data governance. Trusted by nearly 7,500 customers, including 75 of the Fortune 500, Druva safeguards business data in an increasingly interconnected world. Visit druva.com and follow us on LinkedIn , X and Facebook . The Role & The Team Technical Account Manager, Professional Services Consultants, Technical Support Engineers, and Customer Success teams - all working together as part of our Global Customer Services team to help our customers adopt Druva and create the most reliable data protection service in the world. The GCS team at Druva helps customers solve real, technical problems while retaining and expanding the revenue streams that help the company invest in the future of our cloud-based services for companies around the world. We believe that putting our people first, and fostering a creative, exciting, and stimulating environment is a prerequisite to achieving and surpassing our commercial goals. Technical Account Manager (TAM) You will be responsible for ensuring the success of Druva’s largest Enterprise customers and managing all of their post-sale experiences as part of paid TAM engagements and Enterprise Support. You will bring strong relationship-building, technical acumen, product knowledge, project management and organizational skills, as well as a high degree of empathy to ensure the customer’s satisfaction with Druva’s services. You will maintain a deep understanding of our solutions and present to customers about the most relevant features and functionality for their specific business needs. You will proactively track, analyze and communicate key metrics and business trends (deployment, adoption and usage) as they relate to the global Customer Success strategy. This is a cross functional role, working closely with Sales, Product, Professional Services, Customer Support and other teams to close the feedback loop on customer and market needs.

Requirements

Bachelor’s degree, MBA or equivalent experience strongly preferred
6+ years of experience in a Technical Account Management, Professional Services, Customer Success or Technical Support/Escalations role servicing enterprise accounts
Proven track record of meeting and exceeding targets
Understanding of Enterprise SaaS business motions and customer lifecycle
Proven ability to develop working relationships at all levels of management, both inside your company and within your customer accounts
Experience with project management, account portfolio planning and prioritization
Ability to prioritize, multi-task, and perform effectively under pressure; work both proactively and reactively based on customer and company needs
Excellent written and spoken communication skills
Possess top-notch organizational and analytical skills, especially with Salesforce/GainSight knowledge
Understand the basics of the full-stack IT environment including data centers, SaaS apps and cloud workloads
Backup/restore/DR industry experience

Responsibilities

Facilitate smooth handoff from Sales and ensure the success criteria and key outcomes are clearly communicated and documented.
Advocate for and represent the voice of the customer internally across a book of Top 50 accounts including Technical Account Management (TAM) and Enterprise Support engagements.
Work with your account teams to plan and execute long term account plans to facilitate retention and growth via product and new business unit expansion
Manage the proactive customer life cycle leading to high rate of renewal and growth
Act as a Technical consultant and proactively guide customers through their Druva backup environment across all areas, including endpoints, data centers, cloud native workloads such as AWS and Azure, and SaaS applications (M365, Google Workspace, SFDC), ensuring they maximize the value of their purchase
Conduct Technical Workshops to drive better understanding and awareness of the product.
Conduct Technical Health Assessments and Optimization reviews and ensure that the identified issues are mitigated in a timely manner
Security Posture Readiness - help operationalize cyber security readiness by driving usage and adoption of advanced security features.
Partner with the customer on BCP planning exercises and align with the customer’s security teams to drive awareness and readiness, during peacetime
Present critical insights related to consumption trends, ROI metrics, roadmap-aligned and security posture planning during forums such as Quarterly Business Reviews, Adoption Usage Reviews, etc
Drive proactive risk and escalation management - serve as the escalation point for technical issues, coordinating with support and engineering teams
Develop and maintain long-term relationships with stakeholders in your account portfolio.
Work cross-functionally with Sales, Professional Services, Product, Support, Marketing and other teams to resolve customer business issues and work towards their stated goals
Manage customer feedback and product needs by providing feature requests to internal partner teams
Drive expansion and retention of assigned accounts
Plan on 10% travel