Technical Account Manager

Posted about 1 month agoViewed

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💎 Seniority level: Manager, 3+ years

📍 Location: United States, Canada, CT, ET

💸 Salary: 65000.0 - 75000.0 USD per year

🔍 Industry: SaaS cybersecurity

🏢 Company: DNSFilter👥 101-250💰 $15,000,000 Series A almost 2 years agoMachine Learning Cyber Security Network Security

🗣️ Languages: English

⏳ Experience: 3+ years

🪄 Skills: CybersecurityCustomer serviceRESTful APIsNetworkingAccount ManagementTroubleshootingTechnical supportCustomer supportCustomer SuccessSaaS

Requirements:

3+ years of successful experience in a customer-facing role such as technical account manager, technical customer success manager, customer onboarding, customer success, or technical support in B2B SaaS
Demonstrated ability to work with different types of Customer-business-process-owners to identify requirements, and drive best practices to propose a solution
Strong critical thinking skills and technical knowledge of relevant software, tools, and platforms
Excellent communication, presentation, and interpersonal skills
Data-driven mindset with the ability to analyze customer data and derive actionable insights
Strong critical thinking skills, a growth mindset, and a desire to continuously improve
A passion for contributing to a meaningful industry and being able to convey that excitement to create momentum and deliver an exceptional customer experience
Ability to work M-F 8-5 ET

Responsibilities:

Lead technical customer onboarding activities for both Direct/Commercial and MSP customers, prioritizing high-value customers, and coordinating with internal teams and external stakeholders
Monitor and optimize key onboarding metrics, including time-to-value (TTV), onboarding completion rate, and customer retention impact within the first 90 days.
Understand complex business requirements and translate them into best practices as a means for our customers to accomplish their cybersecurity objectives
Have practical experience in deploying SaaS security solutions, including configuration, validation, and troubleshooting in customer environments such as firewalls, proxies, and endpoint security solutions.
Acquire detailed product knowledge of all DNSFilter solutions that will enable the individual to execute assigned tasks for successful customer implementations.
Use your solid technical expertise in DNS, networking, VPNs, and security applications to navigate customers through complex IT environments and firewall configurations.
Configure systems to meet business requirements, including user acceptance testing to validate that functionality meets established deliverables
Monitor onboarding activities, including customer-facing sessions to ensure that all deployments are completed on time
Prioritize time thoughtfully and set proper customer expectations
Manage customers within the identified digital segmentation by handling customer inquiries that do not require support escalation, ensuring timely responses, and facilitating effective solutions to enhance the customer experience
Design and conduct technical training sessions for customer IT teams, equipping them with the knowledge to independently manage and optimize their DNSFilter deployment.
Collaborate with all customer-facing teams, as well as product development teams, to prioritize feature requests based on customer feedback
Ensure ongoing communication with customers as necessary to achieve commitments made
Participate in cross-functional knowledge transfer sessions, product training, and other strategic initiatives as needed
Contribute to the development of best practices, standards, and methodologies to decrease the time to value for our customers
Identify opportunities for knowledge management, documentation, and service automation, and collaborate in development

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