Technical Account Manager ensuring customer success and platform adoption with Genesys Cloud software. Leading cross - functional efforts and maintaining strong customer relationships across multiple states.
About the role
- Technical Account Manager enabling customer success and product adoption at SpyCloud. Collaborating across teams to address technical challenges and deliver value to customers.
Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
Requirements
- 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.
- Experience translating business goals into technical solutions.
- A track record of creating documentation of processes, playbooks, and other information for use by TAMs.
- 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.
- 5+ years of Technical Account Management or Sales Engineering experience in a customer-facing role (Nice to Have).
Benefits
- 401(k) with Employer Contribution
- Health, Vision, and Dental Insurance
- Health Savings Account (HSA) available with Employer Contribution
- Employer Paid Life, Short-term, and Long-term Disability Insurance
- Generous PTO Plan and 16 paid holidays per year
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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