About You
You are an experienced Technical Account Manager with a proven track record of helping customers adopt products, realize value and drive growth. You leverage your deep industry knowledge to build trust and establish strong stakeholder relationships acting as the customer’s trusted technical advisor. Acting as a conduit between the customer and internal support teams you effectively coordinate technical escalations and drive outcomes.
About the role
- Main technical point of contact for our highest value customers building strong and trusted relationships at various levels across the organization, ensuring successful adoption, usage, and growth.
- Act as a trusted technical advisor ensuring clients are optimizing Abnormal products and aligning to best practices. Provide recommendations that improve system performance and security posture as part of regular health checks.
- Act as a technical interface between customers and Abnormal internal support teams (Support, Engineering and Product Management). Proactively escalating issues and collaborating with Product Management relating to feature requests.
- Partner with the Customer Success Team to ensure achievement of customer goals and success criteria, executing on Success Plans.
- Participate in regular customer meetings across all levels including tactical discussions with technical staff, product health reviews with Management Teams as well as Executive Business Reviews (EBRs). Requirement for some meetings to be on-site (approx. 25% travel).
- Develop and maintain Adoption Plans to secure retention and growth.
In this job, you will bring these skills
- 5-7+ years experience in an enterprise TAM role
- 5-7+ years experience in an enterprise SaaS product support environment
- Strong technical troubleshooting skills (i.e. previous support or SE experience), and an ability to collaborate, coordinate and escalate issues within a team of product support professionals
- Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into a scalable solution and clear customer narrative
- Strong experience with building and developing long-lasting relationships, especially at an executive-level (including with CISO’s and CIO’s)
- Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage.
- Broad and deep insight on industry trends and the security landscape
- Previous experience with Internet and networking technologies and products, including email security products
- Strong written, spoken, and presentation skills, with the ability to communicate effectively will all levels of the organization - both internally and externally
- Relevant University degree or equivalent experience
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