Senior Technical Account Manager (TAM), Team Lead

SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. SpyCloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes SpyCloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further!

*This role can be hybrid out of Austin (preferred) or remote in the United States with occasional travel to the office (around once per quarter)

 

The Senior Technical Account Manager (TAM), Team Lead works closely with SpyCloud’s customers and draws on their exceptional customer-facing skills and technical acumen to help our customers successfully adopt our products. With a goal of becoming a trusted consultant and advisor, the TAM unlocks value and creates solutions that leverage our products and services. A successful TAM utilizes their relationship management skills and technical knowledge and credibility to effectively communicate to all levels of the organization.

 

What You'll Do:

• Team Lead:
• Lead a team of strategic Technical Account Managers for US based accounts
• Create strategy for overall technical account management
• Develop processes that incorporate product account usage for technical account health
• Identify opportunities for streamlining technical account management processes ensuring product usage and efficient configuration 
• Project Management:
• Project manage enterprise quick onboarding, customer integrations, ensuring timely and successful launches to achieve customer defined value.
• Monitor the product adoption, and the program/project from initiation through delivery, proactively interfacing with customers on technical matters.
• Customer Collaboration:
• Work closely with Customer Success, Product Management, Engineering and other internal teams to identify opportunities and translate customer goals into executable technical setups with adoption plans that arrive at customer defined value.
• Understand the customer goals, objectives, and how they measure success.   Proactively identify and address technical challenges or opportunities, owning the process including communication of issues, goals, requirements, and solutions.
• Technical Guidance & Innovation:
• Maintain a deep understanding of SpyCloud’s products.
• Create unique ways to address Customer problems in a proactive manner and escalate as emerging technical trends arise.
• Provide technical guidance and manage timelines, milestones, migration goals, and business transformation strategies.
• Best Practices Development:
• Develop best practices and assets based on learnings from customer engagement to support initiatives to scale.
• Define customer metrics to determine usage and value derived from product adoption.
• Customer Advocacy:
• Be a customer advocate, representing our customers internally.
• Provide feedback and find ways to improve the customer’s experience through processes and collateral, driving customer defined value realization.

Requirements:

• Technical Acumen:
• Strong technical acumen and experience influencing change at all levels.
• A solid working knowledge of various web technologies with an understanding of APIs and databases.
• Good knowledge of REST technology, previous work with APIs, and ability to understand and troubleshoot cloud solutions.
• Documentation and Process Management:
• A track record of creating documentation of processes, playbooks, and other information for use by TAMs.
• Team Collaboration:
• Ability to work effectively in teams of both technical and non-technical individuals across multiple concurrent projects.
• Business-Technical Translation:
• Experience translating business goals into technical solutions.
• Data Analytics:
• Understands data analytics to identify key performance indicators and perform data analysis to drive insights.
• Customer Interaction:
• Ability to seamlessly work with the customer's development team.
• Practical experience with a solid background in problem analysis and resolution of SaaS enterprise platforms.
• BA/BS/Undergraduate degree required.

Nice to Have

• 7+ years of Technical Account Management or Sales Engineering experience in a customer-facing role.
• Familiarity with Software as a Service (SaaS) solutions.
• Hands-on experience with programming/scripting languages a