Technical Account Manager, SpyCloud
EMEA
More information about location
Cybercrime analytics platform
Be an early applicant
Cybercrime analytics platform
201-500 employees
Be an early applicant
More information about location
201-500 employees
Company mission
To make the internet a safer place by disrupting the criminal underground.
Role
Who you are
- Strong technical acumen and experience influencing change at all levels
- 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
- 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
- Experience translating business goals into technical solutions
- 5+ years of Technical Account Management or Sales Engineering experience in a customer-facing role
- Familiarity with Software as a Service (SaaS) solutions
- Understands data analytics to identify key performance indicators and perform data analysis to drive insights
- Hands-on experience with programming/scripting languages and their usage with APIs
- Cybersecurity and ATO prevention experience a plus
- 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
- Zendesk experience is a plus
What the job involves
- The Technical Account Manager (TAM) 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 products and services.
- A successful TAM utilizes their relationship management skills and technical credibility to effectively communicate to all levels of the organization
- Project Management:
- Project manage enterprise onboarding/integration, ensuring timely and successful launches
- Monitor the product/program/project from initiation through delivery, interfacing with customers on technical matters
- Customer Collaboration:
- Work closely with Customer Success Management and other internal teams to identify opportunities and translate customer goals into executable technical setups with adoption plans
- Understand the customer and identify and address technical challenges, owning the process including communication of issues, goals, requirements, and solutions
- Technical Guidance:
- Maintain a deep understanding of SpyCloud’s products
- Provide technical guidance and manage timelines, milestones, migration goals, and business transformation strategies
- Best Practices Development:
- Develop best practices and assets based on learnings from customer engagement to support initiatives to scale
- Customer Advocacy:
- Be a customer advocate, representing our customers internally
- Provide feedback and find ways to improve the customer’s experience through processes and collateral, driving value realization
- Project Success:
- Timely and successful completion of customer onboarding/integration projects
- Achievement of project milestones and customer satisfaction scores
- Technical Issue Resolution:
- Number of technical issues resolved without escalation
- Customer feedback on the effectiveness of technical solutions provided
- Customer Engagement:
- Frequency and depth of interactions with customers
- Effective communication and documentation of customer needs and solutions
- Process Improvement:
- Development and adoption of best practices and process improvements based on customer engagements
- Feedback from internal teams on the usefulness of developed assets
- Expected Outcomes:
- Enhanced Customer Satisfaction:
- Achieving high customer satisfaction scores through effective technical support and project management
- Improved customer retention due to successful product adoption and value realization
- Revenue Growth:
- Increased revenue through successful onboarding, upsell opportunities, and customer expansions
- Achievement of established revenue and growth goals
- Operational Excellence:
- Streamlined processes for customer management and technical support leading to greater operational efficiency
- Continuous improvement in TAM practices based on identified trends and feedback
- Technical Leadership:
- Establishing SpyCloud as a trusted advisor and technical leader in the industry through effective customer advocacy and technical guidance
- Reports To: Sr Director of Customer Services
Our take
Mainstream browsers are heavily monitored to help combat cybercrime, but these browsers are generally not used by digital criminals. The 'dark web' operates outside of the legal web, with criminals using such platforms to sell login details and other sensitive information.
SpyCloud provides a web plugin that monitors websites and forums on the dark web to inform companies of when sensitive data that matches their credentials is located. This allows companies to identify and take action upon a data breach before any harm can be done.
There are many fraud and cybercrime detection software companies on the market but SpyCloud's specialisation in monitoring the darkweb has carved it out a distinct niche. This has seen it attract an impressive client list of over 500 enterprises, as well as significant funding that supports further platform development.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Jun 2024
$35m
GROWTH EQUITY VC
Aug 2023
$110m
LATE VC
Total funding: $203.5m
Company benefits
- 401(k)
- Health, Vision and Dental Insurance
- Generous PTO Plan
- In-office meals provided
Company values
- Focused - Our customers are threatened by actors who live to cause harm. Everything we do aims to stop these injustices
- Grounded - We’re measured by what we discover and prevent. Our solutions solve real challenges in customers’ lives
- Driven - We live to act, because threats never sleep. We’re also optimists who inspire each other to reach our goals
- Insightful - We ask questions, seek the real issues, and reduce the noise to actionable truths
- Inventive - Curiosity is a necessity for us. We thirst for puzzles that prove our mettle
- United - Individually we’re awesome. Together we’re unstoppable. Our best ideas happen when we pool our perspectives
Company HQ
Bouldin Creek, Austin, TX
Articles
Leadership
Ted Ross
(Co-Founder & CEO)They worked in Security Systems for the US Air Force before serving in Engineering at West Corporation, Wal-Mart and Extreme Networks. They worked at HP for 4 years in Threat Intelligence before co-founding SpyCloud in 2016.
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