AlamatJOB SUMMARY
Junior Technical Account Manager will be responsible for working directly with SecureTasks enterprise customers to drive the adoption and continued value of our products and services, as well as develop new business opportunities. This individual can communicate across audiences, from executive and business leadership to engineering and the end-user community. You will: create and maintain long-term relationships with SecureTasks strategic customers; manage complex implementation and onboarding projects, consulting assignments, and technical escalations; and work closely with SecureTasks teams (Fusion Center, PMO, Product Management and Pre-Sales). You will become a technical authority of our products and services while constantly improving best practices for the SecureTasks solutions and services.
The Junior Technical Account Manager helps customers proactively address risks, minimize downtime, and streamline operations to improve efficiency and accelerate business growth by providing customizable solutions complete with enhancements and add-on services.
KEY RESPONSIBILITIES:
• Provide customer reports showcasing the value that SecureTasks products and services provide our customers.
• Identify, track and report Service Level Indicators (SLIs) and Service Level Objects (SLOs) that ensure alignment of SecureTasks efforts with customer goals and expectations.
• Identify, track and report KPIs to promote customer satisfaction and provide internal and external transparency into the performance of the SecureTasks team.
• Act as first point of escalation for customer issues and outages.
• Lead the postmortem process to ensure that all incidents are fully documented and that lessons learned are disseminated and adapted into the organization.
• Work with delivery teams to complete postmortem reports and ensure that after actions are completed as documented and agreed.
• Consistently anticipate and respond to customer inquiries, issues and complaints through effective verbal and written communication, in coordination with SecureTasks executive and delivery teams.
• Lead internal and customer facing projects as needed, including providing status updates, working with stakeholders to manage project execution, and following change management protocols.
• Travel to customer location on regular basis.
• Provide technical guidance to internal delivery teams and respond to customer’s technical requests.
• Assist in sales and marketing efforts, including customer presentations, proposal preparation and marketing material creation.
• Contribute to process improvement and the creation of new products and services.
• Ensure that the SecureTasks knowledge base is updated according to customer needs, standard processes, and lessons learned.
• Other, as required.
MINIMUM QUALIFICATIONS
• ITIL Foundation V4
• A demonstrated track record of taking ownership of complex initiatives and producing successful outcomes.
• Customer focus, politically savvy.
• Demonstrated critical thinking skills.
• Excellent written and verbal communication skills.
• Naturally team-oriented with a mission first attitude.
• Strong project management skills.
• Fast learner, team player, problem solver, ability to work in a fluctuating workload environment and with a globally dispersed, cross-cultural team.
• Ability to multi-task and prioritize.
• Broad knowledge across several technical domains, coupled with deep knowledge in one or more of the following:
• Vulnerability Management
• Systems Management/Systems Administration
• Endpoint protection products (Cylance, Crowdstrike, Carbon Black, etc.)
• Experience working with enterprise customers is a requirement.
• Training and product onboarding experience a plus
• At least 6 years’ experience in field engineering: Senior support engineer (tier 3-4)/Technical Account Manager/Pre-Sales
• 3+ years’ experience in technical positions required.
• 2+ years of experience in customer-facing or customer support positions
• 3+ years of operational experience in endpoint operations or security
• Demonstrated aptitude in one or more programming languages a plus
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