- We are looking for a dedicated, ambitious, curious and self-driven Senior Technical Account Manager (TAM) to join the US Customer Success team
- The TAM is the most accountable individual for a customer’s adoption journey — end to end, from onboarding through full production use
- You will pair deep technical fluency with the executive presence to build lasting relationships with analysts, directors, and CISOs, and you’ll own the cadence of QBRs/EBRs that turn technical wins into renewed and expanded business
- As an advocate you will usher customers through the maturity journey, use your technical expertise to solve issues, and help our customers achieve their security operations and threat intelligence goals
- You will bring a combination of technical expertise and customer relationship skills to the table and be comfortable flexing in either direction as the situation requires
- By using your knowledge of CTI and SecOps, you’ll provide technical advice to ensure customers use the technology effectively
- You will have an intimate knowledge of your customer’s environment, have a robust knowledge of the Anomali Platform, and understand the opportunities and challenges our customers face
- You will monitor usage, create custom dashboards, make best practice recommendations, prove ROI and value, and build reference accounts
- The TAM is instrumental in providing feedback and insight to our internal technical teams for emerging needs, continuous improvement, and undiscovered opportunities
- O Serve as an Anomali Platform power user; help our customers achieve success with the technology
- O Own and drive the customer’s adoption lifecycle from onboarding through full production maturity, serving as the single accountable owner of that ourcome
- O Plan and lead QBRs/EBRs with analyst, director, and CISO level stakeholders, translating technical usage into business value and security outcomes
- Identify expansion and renewal risk signals from usage data and stakeholder relationships, surfacing them to CSM/AE partners
- Address customer’s technical requests; proactively identify and resolve issues
- Provide advice, guidance, and technical know-how to ensure successful usage and adoption
- Manage customer expectations while holding them accountable
- Be your customer’s advocate and internal champion
- Promote advocacy
- Track key account metrics; communicate progress to internal and external stakeholders
- Engage with the Onboarding Engineers to ensure a smooth transition
- Engage with Technical Support to ensure speedy resolution of customer issues
- Engage with Engineering to resolve customer reported issues
- Partner with Sales to ensure an exceptional customer experience
- Engage with Product Management to promote customer feature requests
Benefits
- Prescription drug coverage
- Quarterly events with your geographic team
- Medical, dental, and vision insurance
- Short-term and long-term disability
- Life insurance (2x annual salary)
- Accidental death & dismemberment (AD&D) coverage
- Gym reimbursement
- Access to mental health apps and Employee Assistance Programs (EAP)
- Wellness initiatives including walking challenges
- 401(k) retirement plan with company matching and pension
- Competitive compensation packages
- Equity grants for eligible employees
- Medical and dependent care Flexible Spending Accounts (FSA)
- Medical and dependent care Flexible Spending Accounts (FSA)
- Paid holidays observed according to local country calendars
- Unlimited flexible time off (FTO) for U.S. employees
- Country-specific time off policies for international team members
- Office lunch and refreshments provided at headquarters
- Education and training Program
- Buddy Program for new hires
- Lunch and learn sessions across teams and topics
Bachelor’s degree in Computer Science, Engineering, or a related field. Additional 3 years of relevant experience considered in lieu of degreeDemonstrated experience presenting to and building trust with senior security leadership (Director/VP/CISO level), including running QBRs/ERs that connect technical adoption to business outcomesCustomer-first attitude; a listener who is customer-oriented and attentive to their needsWorks well under pressure with a high tempo of operationsExceptional communication, presentation, and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiencesWilling to travel up to 25% of the timeExpertise with at least one SIEM product (Splunk, QRadar, Arcsight, etc.) including implementation, configuration, integration and optimizationCritical thinker with problem-solving skills; enjoys solving technical and challenging issuesSignificant experience working in enterprise accounts, SecOps, and Threat IntelExperience in managing multiple stakeholders and projects as a lead and team player. Adept influencer at the senior executive levelExperience in using tools like Gainsight, SalesForce, and JIRAStrong grasp of general networking concepts and proficiency with various Operating Systems; proficiency with relevant log telemetry (network, Identity, etc.)Proven experience (5+ years) in a technical customer success, solutions engineering, sales engineering, or similar role, preferably in a SaaS or technology company with experience in cybersecurity technologies and architectures including coverage areas: SOAR, SIEM, Firewalls, EDR / XDR, Security Controls & Logs
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