Technical Account Manager, Post Sales, SME

About the role

As a Technical Account Manager, you will manage relationships with Small and Medium Enterprise customers, ensuring their satisfaction and serving as their primary point of contact. You will be responsible for renewing and upselling your client base quarterly, ensuring proper deployment of new and upsold services, and performing regular technical checkups.

You will assist customers with inquiries by leveraging resources such as Support, Pre-Sales, or Management. Additionally, you will gather customer feedback, details, and use cases to drive product and company direction. Success in this role is measured by the annual renewal rate, upsell rate, and overall customer satisfaction.

You will collaborate closely with Pre-Sales to help close customers from a technical perspective. Most work is done remotely over the phone, with occasional travel to clients, partners, trade shows, and other events.

Responsibilities

• Manage and nurture relationships with SME customers to ensure satisfaction.
• Renew and upsell services to your client base on a quarterly basis.
• Ensure proper deployment of new and upsold services.
• Perform regular technical checkups with customers.
• Serve as the primary point of contact for customer inquiries, coordinating with Support, Pre-Sales, or Management as needed.
• Gather customer feedback, details, and use cases to inform product and company direction.
• Collaborate with Pre-Sales to assist in closing customers from a technical perspective.

Qualifications

• Ideal candidate will come from a security and systems/networking background.
• General knowledge of current IT security fields, including Firewall, IPS/IDS, Vulnerability Management, Network Scanners, PCI, Policy Compliance/GRC-IT, and Audit Tools, as well as other enterprise security solutions.
• 2-3 years of experience in the Software-as-a-Service (SaaS) industry, providing Network Security, IT-Auditing, and Policy Compliance solutions and applications.
• Knowledge of Federal Regulatory Compliance issues is a plus: HIPAA, GLBA, Sarbanes Oxley (SOX), FISMA, SCAP, etc.
• Knowledge of Auditing Frameworks is a plus: CIS, NIST, CobiT, ISO27001, ITIL, NERC-CIP, etc.
• Must possess an excellent work ethic with a “make it happen” attitude.
• Excellent written and verbal communication skills.

Pay

The salary range for this position is $95,000 - $120,000 [OTE] per year. Final compensation will be determined based on skills, relevant experience, and work location. This range reflects both base salary and incentive compensation but does not include potential equity grants.

Benefits

We offer a comprehensive and highly competitive benefits package.