Technical Account Manager - New Jersey

Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, world-leading global threat research and intelligence, and continuous innovation, our cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints

With 7,000 employees across 65 countries, and the world’s most advanced global threat research and intelligence, Trend Micro enables organizations to simplify and secure their connected world. TrendMicro.com

Position Summary:

The Technical Account Manager (TAM) mission is to create value for our customers as well as co-create a future state that improves the customer’s security posture and daily operations.

The TAM is assigned to paid services customers and will ensure customers' requirements are managed across all offerings, including onboarding, deployment, migrations, training, support, and product development. The TAM prioritizes customers' technical issues and coordinates those priorities with development; communicates the status of services projects; conveys the needs and urgency during escalations and contributes to the product roadmap. This role will also require periodic onsite visits.

As a Technical Account Manager, you are the technical expert and advisor.  You will design, propose, and implement the Trend Platform, provide best practice guidance, and help deploy customer implementations. As part of the customer success team, you will work closely with tech support, product team, and pre-sales solution engineering teams to ensure successful technical onboarding and support for the customer, with a focus on security outcomes, adoption, and time-to-value. 

What You’ll Do:

• Manage overall relationships with assigned end-users, increasing adoption, and ensuring retention and satisfaction.

• Co-create with customers to develop a value realization plan that outlines how Trend adoption will address their cybersecurity requirements, and drive positive business outcomes

• Serve as the designated technical authority and provide expert guidance to customers

• Proactively address customer needs and desired outcomes by guiding them through their deployment journey while showcasing the value of the Trend platform

• Design and implement security solutions for customers

• Advise customers on security best practices and help secure their deployments

• Assist with custom integrations and provide an overview of product integration with customer security architecture

• Act as an advocate for your customers, providing guidance on the product roadmap and process improvements

• Ensure customers are maximizing their return on investment with the product

• Identify and mitigate risks in partnership with the account team

• Educate and provide guidance to customers and evangelize the benefits of the product

• Develop a playbook for common technical challenges faced by customers and common objectives for solving their issues

• Partner with regional sales teams to complete customer technical onboarding activities

• Maintain multiple technical certifications and gain at least one new certification annually.

What You’ll Bring:

• 2-5 years or more of experience in security architecture or engineering, post-sales implementation or technical support, or a related field

• Experience in client-server applications, Unix/Linux system administration, or software development. Experience includes debugging and troubleshooting, upgrading software, and applying security patches.

• Hands-on knowledge and experience building, securing, or administering Cloud Workloads running in Amazon, Google, Microsoft, and/or Oracle Cloud

• Excellent written and verbal communication skills

• Strong organizational and time management skills

• Proven track record of working with customers in a technical role, including managing customer escalations and balancing customer expectations with design and business requirements

• Experience successfully managing multiple priorities simultaneously, maintaining a high-volume pace with the ability to “switch gears” quickly.

• Knowledge of modern software development methodologies, with emphasis on software and hardware architecture and infrastructure development.

• Demonstrated ability in customer-