Technical Account Manager

Confidential Strat-up, working on a revolutionary cybersecurity product, seeks a talented, passionate, and diligent individual to join our great and growing Customer Success team. A person who enjoys working closely with customers (external & internal) and a motivated individual with strong technical skills.

Requirements:

• Enterprise customer experience and technical depth are a MUST!
• High proficiency in networking protocols and on-premise environment
• At least 3 years of relevant customer-facing technical work experience, preferably in the cybersecurity field
• Strong technical background and problem-solving skills
• Project management skills, with the ability to interact with customer teams at various levels of technical and non-technical depth.
• Exceptional communication and interpersonal skills
• Proactive and self-motivated, with the ability to work independently.
• Ability to widely understand and balance the business needs, technical abilities, and customer satisfaction.
• Willingness to travel as needed to support customer engagements in EMEA (up to once a month).

A great plus but not a must:

• Bachelor's degree in a relevant field (computer science, information technology, etc.)
• Experience working with Cloud platforms
• Experience in Cyber Security domains

Responsibilities:

• Act as a focal point of Customer Success for key customers
• Prepare and manage a CS on-boarding plan, monitor progress, and provide periodic reviews.
• Manage support escalations with customers and reduce escalation rate by answering 20-30% of tickets.
• Provide timely recommendations and proactive assistance to achieve customer outcomes
• Advocate for customers during high-severity cases, fostering long-term partnerships
• Collaborate with Engineering and Product teams to address customer needs and drive improvements while protecting the Company’s assets.
• Explore technical specifications related to the product within the customer's environment.