Technical Account Manager

Technical Account Manager (TAM)

Location: Austin, Texas

Reports To: Sr Director of Customer Services

Company Mission :
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!

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.

What You’ll Do:

1. 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.
2. 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.
3. Technical Guidance:
• Maintain a deep understanding of SpyCloud’s products.
• Provide technical guidance and manage timelines, milestones, migration goals, and business transformation strategies.
4. Best Practices Development:
• Develop best practices and assets based on learnings from customer engagement to support initiatives to scale.
5. 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:

1. 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.
2. Documentation and Process Management:
• A track record of creating documentation of processes, playbooks, and other information for use by TAMs.
3. Team Collaboration:
• Ability to work effectively in teams of both technical and non-technical individuals across multiple concurrent projects.
4. Business-Technical Translation:
• Experience translating business goals into technical solutions.
5. Data Analytics:
• Understands data analytics to identify key performance indicators and perform data analysis to drive insights.
6. 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:

• BA/BS/Undergraduate degree required.
• Zendesk experience is a plus.

Expected Indicators:

1. Project Success:
• Timely and successful completion of customer onboarding/integration projects.
• Achievement of project milestones and customer satisfaction scores.
2. Technical Issue Resolution:
• Number of technical issues resolved without escalation.
• Customer feedback on the effectiveness of technical solutions provided.
3. Customer Engagement:
• Frequency and depth of interactions with customers.
• Effective communication and documentation of customer needs and solutions.
4. 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:

1. 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.
2. Revenue Growth:
• Increased revenue through successful onboarding, upsell opportunities, and customer expansions.
• Achievement of established revenue and growth goals.
3. 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.
4. 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.

Benefits + Perks

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 “at will” employer of choice. All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. SpyCloud complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Our culture is something really special. We support a truly worthy and serious mission, but we have fun doing it together. If you are driven, inventive, and collaborative, you’ll fit right in.  To learn more and see insights on your company’s exposed data, visit spycloud.com.

SpyCloud expressly prohibits any form of workplace harassment. Improper interference with the ability of SpyCloud’s employees to perform their job duties may result in discipline up to and including discharge.

SpyCloud shares the right to work and participates in the E-Verify program in all locations.

If you need assistance or accommodation due to a disability, you may contact us.

SpyCloud’s Recruitment Policy: We will never ask an applicant for sensitive or personal financial information during the recruitment process. We advise all applicants seeking employment with SpyCloud to review available information on recruitment fraud. Anyone who suspects that they have been contacted by someone falsely representing SpyCloud should email [email protected].

Compensation Transparency Policy: At SpyCloud, we believe in transparency and fairness in compensation. We strive to ensure that all employees are fairly compensated for their contributions, and we openly discuss our compensation philosophy and structure. We are committed to providing competitive salaries and benefits packages to attract and retain top talent, and we encourage open dialogue and feedback regarding compensation matters.