Technical Account Manager

The Opportunity 

Step into a critical post-sales role as a Technical Account Manager at Beyond Identity in London, UK. You will be responsible for building and maintaining strong technical relationships with our largest and most complex customers, ensuring their ongoing success and value from Beyond Identity's platform. This role requires a significant amount of time working onsite with customers onsite at their locations, acting as a trusted technical advisor and primary support contact. You will proactively engage key accounts, ensuring smooth implementations, providing ongoing technical guidance, and advocating for customer needs internally to drive retention and growth.

You will operate in a fast-paced environment as we continue to grow and evolve our identity platform. We are looking for a results-oriented individual with a strong blend of technical expertise and customer-facing skills who can navigate complex customer environments and challenges, often from the customer's premises.

What You Can Expect to Do:

• Serve as the primary technical point of contact and trusted advisor for a portfolio of strategic customers, including regular onsite presence at customer locations.
• Provide expert guidance on the optimal usage and configuration of Beyond Identity's platform to meet customer business and technical requirements during onsite visits and remote interactions.
• Serve as a hands-on partner with new enterprise accounts to drive frictionless deployment and implementation.
• Act as the main technical support lead for complex customer issues and requests, coordinating with internal teams for timely resolution, both remotely and while onsite.
• Conduct ongoing technical check-ins and business reviews with customers to ensure satisfaction and identify opportunities for expanded platform usage, often requiring travel to customer sites.
• Design and propose innovative technical solutions leveraging Beyond Identity's platform and integrations with customer systems.
• Deliver technical training and educational sessions to customer teams to drive platform adoption and understanding, including presenting onsite.
• Proactively identify potential issues or risks within customer environments and work to mitigate them before they impact service.
• Function as a frontline technical resource for best practices and informal customer inquiries.
• Champion customer needs and feedback internally, acting as a key liaison between customers and Beyond Identity's Product, Engineering, Support, and Sales teams.
• Contribute to internal documentation, best practices, and knowledge sharing related to customer use cases and technical solutions.
• Stay current on Beyond Identity's platform roadmap, new features, and service options.
• Potentially assist in defining scope of work and technical requirements for new projects or change orders.

What we Hope You’ll Bring:

• Minimum of 5+ years of experience in a customer-facing technical role such as Technical Account Manager, Solutions Architect, Sales Engineer, or Professional Services in a SaaS or cybersecurity company.
• Proven experience building and maintaining strong post-sales relationships with enterprise customers.
• Demonstrated ability and willingness to spend a significant amount of time working onsite at customer locations.
• Deep technical understanding of Identity and Access Management (IAM) concepts, authentication protocols (e.g., OIDC, SAML, OAuth2.0, FIDO2), and security best practices.
• Solid understanding of networking principles and protocols.
• Ability to quickly learn and understand complex enterprise IT environments and systems.
• Experience with SaaS platform configuration, management, and troubleshooting.
• Excellent analytical and problem-solving skills with the ability to quickly diagnose and resolve technical issues.
• Exceptional verbal and written communication, presentation, and organizational skills.
• Strong customer service orientation, empathy, and a collaborative approach.
• Ability to manage multiple customer engagements and priorities effectively in a fast-paced environment.

Desired Qualifications and Skills:

• Experience with Beyond Identity's specific technologies or similar phishing-resistant MFA/passwordless solutions.
• Familiarity with cloud platforms (AWS, Azure, Google Cloud) and integrating SaaS solutions into complex IT environments.
• Experience with relevant tools such as CRM (Salesforce), support ticketing systems (Zendesk), and project management tools.
• Knowledge of data analytics, reporting, or creating dashboards to demonstrate value.
• Experience working in a startup or high-growth technology company.