Technical Account Manager

Location: United States,,

ColorTokens, based in Silicon Valley, is redefining enterprise and cloud cybersecurity with our technology and vision of making the digital world a safe place to live, work and thrive.  We make it easy to protect complex networks at scale by massively automating the deployment and management of end-to-end zero trust cybersecurity.   ColorTokens’ Security-as-a-Service platform leverages traditional and hybrid deployments to enable zero-trust security to protect endpoints, workloads, application environments, and users against internal and external threats. ColorTokens’ solutions are infrastructure-agnostic and empower enterprises to shift from a reactive to a proactive security model without additional investment in hardware and operational complexities.

ColorTokens has been most recently recognized by Cyber Defense Magazine in their InfoSec Awards at the 2021 RSA Conference as the Hot Security Company of the Year, Publisher's Choice in SaaS/Cloud Security, Next-Gen in Cloud Workload Protection, and Next-Gen in Micro-segmentation. With team members from VMware, Cisco, CheckPoint, Juniper, TrendMicro, Samsung as well as recent unicorn IPO successes like Zscaler and Crowdstrike, ColorTokens’ core team represents deep industry experience across hardware, software, and cloud technologies.

Location : United States  (Pref: TX, Pittsburgh OR East Coast)

Job Description:

As a ColorTokens Technical Account Manager (TAM), you will provide world-class post-sales and support to enterprises in their Zero Trust adoption journey.  You will work very closely with the customers leveraging all needed modes of communication in order to provide timely and actionable response to address our customer’s technical needs in a professional and efficient manner.  

You will render the highest standards for responsiveness and services provided. The TAM manages the technical support relationship and ensures that the customer gets best-in-class and highly responsive addressal to their issues, queries and support requirements. Influence positioning of ColorTokens as a key technology partner within the customer.  

The TAM will work closely with the ColorTokens Customer Success team of CSM’s and Deployment Engineers to ensure that all ColorTokens products and services are deployed in a optimal way. A TAM will ensure that the customer gets the most out of their investment.

 Responsibilities:

• Manage, escalate, and drive satisfactory resolution of customers' technical support, service and infrastructure issues based on deployed ColorTokens platform.
• Manage implementation and consulting projects and own planning, scheduling and adoption of CT solutions.
• Be always available in business hours to take customer calls/meetings, support escalations from the region and help the Support team from time to time.
• Proactively monitor policy configurations of deployed ColorTokens products at customer sites and make on-going recommendations
• Ensure deliverables from CT going to the customer are in good order, on time and fulfil requirements.
• Maintain hands on knowledge of all ColorTokens products and services.
• Value based account management – make sure our customers understand and adopt key product features.
• Carry the baton for the customer and work with all needed ColorTokens internal teams to provide a fast and timely addressal of support needs/issues.
• Expected to be available to be on call when contacted by assigned customers for P0/P1 customer-impacting issues during non-operational hours.
• Facilitate a communication channel between the customer and the ColorTokens product management and engineering teams for taking up any functional requests or defect fixes.

Skills/Requirements:

• Overall 8-10 years of experience in Post sales/Support roles in Networking and/or Cybersecurity domain.
• 4+ years of Post-sales account management experience and/or similar roles.
• Proven experience working as a Technical Account Manager.
• Experience of implementing network/cyber security technologies and/or working in a Technical Support roles or Escalation support roles
• Understanding and experience of one or many of the following networking and security technologies : Network security, Firewall/WAF/RASP, routing/switching, IP addressing/subnetting, PKI, IPS/IDS, VPN’s etc.

• Basic Shell Scripting/Programming Experience (bash, Perl, etc.) is an added advantage.
• Strong written and verbal communication skills
• Strong presentation skills
• Experience in communicating with Senior management customer stakeholders

• Strong troubleshooting, customer management and escalation management skills needed.
• Ab