Director, Technical Account Management (SLED)

Director, Technical Account Management (SLED), Western United States

Summary/Objectives  

At Tanium, our Director of Technical Account Management (DTAM) fulfills a necessary role in our organization to serve our customers by understanding the Tanium value proposition. DTAMs build and own the technical account strategy for their assigned customer accounts. Operating in a collaborative team environment with other TAMs, developers, enterprise services, and sales. DTAMs contribute to each customer’s success by supporting the Tanium platform in the field through leveraging the best practices to operationalize Tanium and lead technical sales opportunities for our most strategic accounts. 

DTAMs are the most experienced Field TAMs in the organization and are seen as trusted leaders and experts in all areas of account management, technical depth, and leadership within the team. Furthermore, DTAMs own the technical relationship and champion building with their customer technical and business decision-makers.  

Essential Job Functions 

* This position requires previous experience working with SLED clients.

* Qualified candidates must reside in Western U.S., ideally in Pacific Time Zone.

Manage customer accounts by: 

• Solving customer support cases
• Conducting health-checks
• Assisting others with their assigned customers
• Leading the improvement of the Tanium operational status within customer accounts 

Improve customer experience by: 

• Documenting best practices
• Tracking activity, documenting root cause, and reporting
• Serving as a technical subject matter expert, focusing mostly on the strategic planning, testing, troubleshooting, and technical pre-sales aspects of the area.
• Leading training sessions
• Mentoring other TAMs
• Participating in, and leading, the technical interview process
• Driving innovation by leading initiatives to develop new capabilities on the Tanium platform
• Providing technical leadership within and outside of their immediate team 

Driving sales results by: 

• Leading technical pre-sales opportunities as both a technical subject matter expert and technical sales expert.
• Participating in, or leading, marketing events from a technical perspective
• Contributing to, or leading, go-to-market efforts 

Minimum & Preferred Job Qualifications 

Education 

• Associates degree or equivalent experience required
• BS degree in Computer Science, MIS, or similar experience a plus 

Experience and Skills 

Must Have 

• Eight-plus years in the industry with solid technical skills in multiple areas such as networking, security, operations, scripting, and/or programming.
• Experience in one or more of the following technical domains: Endpoint Security, Endpoint Support/Troubleshooting, Incident Response, Systems Management, Utility Scripting (bash, PowerShell, VBScript, Python).
• Experience managing enterprise customers and leading strategic pre-sales opportunities.
• Prior experience and breadth of knowledge needed to lead customers and internal teams.
• Has mastered many new concepts and technologies; continually striving to master the Tanium platform and modules.
• Critical thinking and problem solving; can break problems down into manageable, ordered piece parts and masterfully convey the problem statement and plan to others. DTAMs think critically, spanning the customer lifecycle, and develop new capabilities on the Tanium platform with a high level of autonomy.
• Troubleshooting; has mastered enterprise-level troubleshooting.
• Good Judgement; takes self-governed, consistent, action to prioritize and weigh cost and value in order to determine the action most appropriately aligned with the Tanium and our mission.
• Independent; can work on the most complex problems; should be able to complete tasks that are not well documented; participate in projects specific to their current skills and follow established technical support procedures only requiring help on more complex initiatives or issues.
• Communication; have mastered executive communication an