Technical Account Manager

ZeroFox seeks a Technical Account Manager (TAM) to build and maintain post-sales relationships with our largest and most complex customers. TAMs are trusted technical advisors and primary support contacts who are an aligned resource to your dedicated customer(s). TAMs exceed customer expectations and drive value by proactively updating the customers’ platforms, creating reporting that clearly shows their solutions’ effectiveness, providing ongoing education and advocating for their’ needs. TAMs work with customers to define business and technical requirements, while supporting the product and services team in defining scope of work and budget by negotiating trade offs or new requirements / change orders. The successful applicant will need to nurture relationships, both internally and externally, provide amicable customer solutions, and be technically competent on the ZeroFox SaaS platform. Technically- and business-minded Project Managers, Business Analysts, Systems /or Software Developers or candidates with experience with setup and delivery of similar SaaS products will be given priority consideration. 

Role and responsibilities 

• Provide advice and guidance as the subject matter expert to ensure successful ongoing usage of and value from the ZeroFox platform configuration
• Act as the primary technical support lead for all requests for new platform configuration and changes to use cases within the customer environment. Work with the customer on an ongoing basis, attending all recommended calls and meetings
• Design and develop innovative solutions to customer requirements using ZeroFox’s platform and/or integrations to customer technologies, including API-based integrations
• Deliver web-based training to user groups to support organizational adoption 
• Undertake discovery and education activities to identify opportunities for ZeroFox usage across organizational functions and processes 
• Function as a frontline technical resource for “best practice” and informal customer questions 
• Initiate engagement with other ZeroFox resources when needed as a customer advocate to ensure speedy resolution of customer issues 
• Engaging with ZeroFox internal organizations including Product, Customer Operations, Services, etc. as the customer advocate on product roadmap discussions and ongoing service needs.
• Maintain current functional and technical knowledge of ZeroFox service options
• Help to document best practices in developing and using ZeroFox solutions

Requirements

Required qualifications and skills 

• Experience in a related function, typically obtained in 3+ years 
• Experience with SaaS-based platform configuration and maintenance for enterprise organizations 
• Direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, and/or start-up companies
• Successful management of customer support engagements to completion with high levels of  customer delight
• Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems
• Exceptional verbal and written organizational, presentation, and communication skills. 
• Customer service orientation and belief in teamwork, collaboration, adaptability and initiative
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment 
• Competitiveness & competitive awareness. Proficiency in explaining strengths & vulnerabilities
• Willingness to travel as required based on customer and business need

Desired qualifications and skills

• Knowledge of data analytics, dashboards, and reporting
• Skill with various workflow tools: JIRA, SQL, SalesForce, Google Apps, Zendesk.
• Bachelor’s or Graduate degree, preferably in Computer Science, Information Systems, Cyber, or other similar background
• Propensity to thrive on change and general dissatisfaction with the “status quo” founded on the belief that great is better than good
• Certifications: CISSP, CISA, Security+
• Past experience working in customer success, technical support, configuration and / or training capacity

Benefits

• Competitive compensation
• Community-driven culture with employee events
• Generous time off 
• Comprehensive health benefits & 401(k) plan
• Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to