Technical Account Manager (TAM)

Austin TX

Job Description/Summary:

The Technical Account Manager works closely with SpyCloud’s customers and draws on their exceptional customer-facing skills and technical acumen to help our customers successfully adopt our products.  With a goal of becoming a trusted consultant and advisor, the TAM unlocks value and finds solutions that leverage our product/services.  A successful TAM utilizes their relationship management skills and technical credibility to effectively communicate to all levels of the organization.

Primary Responsibilities:

  • Project manage enterprise on-boarding/integration, ensuring timely and successful launches
  • Work closely with Customer Success Management and other internal teams to identify opportunity and translate customer goals into executable technical set-ups with adoption plan
  • Understand the customer and identify and address technical challenges, owning the process including communication of issues, goals requirements and solutions
  • Monitor the product/program/project from initiation through delivery interfacing with customers on technical matters
  • Maintain a deep understanding of SpyCloud’s products
  • Provide technical guidance and manage timelines, milestones, migration goals and business transformation strategies
  • Develop best practices and assets based on learnings from customer engagement to support initiatives to scale
  • Be a customer advocate, representing our customer internally. Provide feedback and find ways to improve the customer’s experience through processes and collateral, driving value realization

Key Qualifications and Requirements:

  • Strong technical acumen and experience influencing change at all levels
  • 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
  • A solid working knowledge of various web technologies with an understanding of APIs and databases
  • Experience translating business goals into technical solutions
  • Understands data analytics to identify key performance indicators and perform data analysis to drive insights
  • Ability to seamlessly work with customer’s development team
  • Practical experience with a solid background in problem analysis and resolution of SaaS enterprise platforms
  • Good knowledge of REST technology, previous work with APIs and ability to understand and troubleshoot cloud solutions

Highly Desired Skills: 

  • 5+ years of Technical Account Management experience in a customer facing role
  • Familiarity with Software as a Service (SaaS) solutions
  • Hands-on experience with programming/scripting languages and their usage with APIs
  • Cyber security and ATO prevention experience a plus

Education:

  • BA/BS/Undergraduate
  • Zendesk experience is a plus

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