About Netskope

Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. 

Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, St. Louis, Bangalore, London, Melbourne, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork. From catered lunches and office celebrations to employee recognition events (pre and hopefully post-Covid) and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive.  Visit us at Netskope Careers. Please follow us on LinkedIn and Twitter@Netskope.

About the position:

*This position will work Pacific, Mountain or Central Standard Time zone hours. 

Technical Account Managers (TAMs) at Netskope are core to shaping the technical experience of our mid-tier customers and are responsible for driving all facets of technical success across the customer journey with the Netskope Cloud Security platform. As a Netskope TAM, you will partner with the Netskope Customer Success Manager (CSM) and customer core team to understand their business objectives, cybersecurity strategy, cloud maturity, and technical architecture. Through your partnership with the CSM, you will help to carry out the technical work to drive Adoption and Operationalization that align with the customer’s business objectives. The TAM will also assist the CSM in carrying out Quarterly Business Reviews (QBRs) to align on strategy.

TAMs work alongside the CSM and customer team to drive the execution of the Value Realization Plan; a roadmap to quickly and successfully realizing the value of the customer’s Netskope investment. The TAM will proactively provide the customer with best practice advice, technical knowledge, enablement, and resources that will help the customer derive full value from their Netskope solution. As a trusted technical advisor to the customer, you will be able to align their business and security goals to the Netskope platform roadmap; provide feedback into the product development process on behalf of your customer; and also guide the customer towards new features and enhancements that will help them meet those goals. Successful candidates will be customer-centric and proactive team players that possess the empathy to build strong relationships; drive customer loyalty and therefore ensure the customer realizes full value from the Netskope cybersecurity platform. The TAM role blends depth of technical expertise with strong commercial acumen in pursuit of customer retention and growth.

Responsibilities:

• Serve as the trusted technical advisor for key customer champions, from functional owners to operational teams, particularly regarding Netskope platform best practices.
• Partner with the assigned Customer Success Manager (CSM) to develop and deliver customer success plans, value realization plans, and quarterly business reviews.
• Drive day-to-day implementation of the value realization plan, to lead the customer's journey from on-boarding to operational maturity.
• Provide leadership in the identification and attention to technical escalations that are blocking successful platform adoption; orchestrating cross-functional teams across Netskope and the customer organization to implement corrective actions.
• Establish and maintain an in-depth, hands-on proficiency across all aspects of the Netskope platform to drive all phases of technology adoption.
• Help identify and document valuable best practices and new use cases, and ensure customers are aware of those that most align to their needs.
• Coach customers to be Netskope product experts and enable their teams around features and capabilities, to help them become increasingly self-sufficient in day-to-day operations.
• Advise with policy creation, configuration, and fine-tuning.
• Escalate customer issues to management when appropriate.
• Develop and deliver formal weekly reports to summarize account status, task progression, open issues, and pending activities.
• Maintain accurate status, history, and customer health tracking within Gainsight.
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