SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. SpyCloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes SpyCloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further!
Technical Account Manager (TAM)
Location: EMEA
Reports To: Sr Director of Customer Services
What You’ll Do:
* 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.
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.
Key Requirements:
* Technical Acumen:
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.
* Documentation and Process Management:
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.
* Business-Technical Translation:
Experience translating business goals into technical solutions.
* Data Analytics:
Understands data analytics to identify key performance indicators and perform data analysis to drive insights.
* Customer Interaction:
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.
Highly Desired Skills:
* 5+ years of Technical Account Management or Sales Engineering 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.
* Cybersecurity and ATO prevention experience a plus.
Education:
* Zendesk experience is a plus.
Expected Outcomes:
* Enhanced Customer Satisfaction:
Achieving high customer satisfaction scores through effective technical support and project management.
* Revenue Growth:
Increased revenue through successful onboarding, upsell opportunities, and customer expansions.
* Operational Excellence:
Streamlined processes for customer management and technical support leading to greater operational efficiency.
* Technical Leadership:
Establishing SpyCloud as a trusted advisor and technical leader in the industry through effective customer advocacy and technical guidance.
We are not currently sponsoring Visas for candidates.
We also look to ensure all SpyCloud employees have the support and benefits they need to stay focused on the mission. In addition to our engaging workspace in South Austin, flexible and remote-friendly work options, and competitive salary package, we also offer our employees a comprehensive benefits package that includes:
* 401(k)
* Health, Vision and Dental Insurance
* Generous PTO Plan
* In-office meals provided
Who We Are
SpyCloud is a place for innovative, collaborative and problem-solvers to thrive. Individually we’re amazing but together, we’re unstoppable. We celebrate diversity and various perspectives and aim to create an inclusive and supportive environment for all. We are proud to be an Equal Employment Opportunity and Affirmative Action employer of choice.
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