Sr. Technical Account Manager (Remote)

you will be working with people who wrote the book on hacking and internet security. We care deeply about our customers success. We ensure they are protected, stable, and empowered to stop breaches. To be successful in this role, you must be a motivated self-starter, be committed to ongoing self-education, possess strong customer service skills and have excellent technical problem-solving skills

What You'll Do:

Serve as primary technical contact and augment our customer support teams.

Onboard new customers to the platforms.

Ensure customer success through proactive periodic health checks, product training, and developing and sharing best practices.

Serve as customer advocate with internal stakeholders to ensure needed customer feedback is adequately documented and assessed by internal parties.

Engage with customers at all levels of their organization, from the front lines of the SOC to the C-suite.

Research customers technical issues in a timely manner and follow up with recommendations and action plans.

Escalate customer issues to management when appropriate.

Maintain control of the overall resolution for any escalated case, leading cross-functional groups as needed.

Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues.

Create knowledge base content to capture new learning for reuse throughout the company and user base.

Participate in technical communications within the team to share best practices and learn about new technologies and complimentary security applications.

Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.

Support the sales teams in identifying account expansion opportunities.

Drive support cases to ensure issues are being resolved in a timely manner.