Technical Account Manager, SpyCloud

• 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
• Understands data analytics to identify key performance indicators and perform data analysis to drive insights
• 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
• 5+ years of Technical Account Management or Sales Engineering experience in a customer-facing role
• BA/BS/Undergraduate degree required
• Zendesk experience is a plus

Desirable

• Reports To: Sr Director of Customer Services
• 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 manage enterprise onboarding/integration, ensuring timely and successful launches
• Monitor the product/program/project from initiation through delivery, interfacing with customers on technical matters
• 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
• 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 customers internally
• Provide feedback and find ways to improve the customer’s experience through processes and collateral, driving value realization
• Expected Indicators:
• 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