Technical Account Manager

Department: Customer Success

Employment Type: Full Time

Location: Texas - Remote

Description

Key Responsibilities

• Deliver on-site and off-site Portnox professional services, including product deployment, configuration, health checks, optimization, training, and troubleshooting. 
• Own customer relationships and ensure they achieve desired outcomes, realizing the value of their investments in Portnox solutions. 
• Proactively identify and prioritize customer issues, develop actionable plans, and drive them to successful completion. 
• Collaborate with customers to create and implement customer success plans that align with their business and technical objectives. 
• Establish relationships with customers through regular meetings to understand their environments and how Portnox solutions can meet their needs. 
• Create customer deliverables (QBRs, upgrade plans) suitable for diverse stakeholders, from senior executives to end-users. 
• Coordinate activities with the assigned Adoption Engineer to enhance customer engagement and success. 
• Partner closely with sales, product management, engineering, and customer support teams to ensure exceptional customer satisfaction. 
• Stay updated on product capabilities, configurations, and integrations through training and lab work. 
• Identify and recommend new customer service opportunities to sales and customers, fostering expansion and renewal opportunities. 
• Manage account escalations effectively with internal stakeholders, ensuring positive outcomes in stressful situations. 
• Occasional travel required, up to 15% of the time for onsite customer engagements and meetings. 

Skills, Knowledge, and Expertise

• Bachelor’s degree in Computer Science, Engineering, Business, Technology, or a related field. 
• 5+ years of technical professional services experience in a customer-facing role, with an emphasis on customer success in enterprise technology. 
• Strong experience in network troubleshooting and configuration (e.g., tcpdump, Wireshark). 
• Knowledge of TCP/IP and enterprise network protocols (LDAP, DNS, SMTP, SNMP, DHCP). 
• Experience in network equipment configuration (Switch, Router, Firewall). 
• Hands-on experience with Portnox solutions and a fundamental understanding of networking and cybersecurity. 
• Linux O/S (Ubuntu and CentOS) installation, security configuration, and management experience. 
• Ability to gather, analyze, and interpret data to take effective action. 
• Excellent verbal and written communication skills, including the ability to present technical information to diverse audiences. 
• Strong negotiation skills and the ability to constructively address customer concerns. 
• A self-motivated individual with a positive attitude who can work independently in various environments, including enterprise, commercial, and military/government agencies. 
• Certifications (FSCA and/or FSCE) and security certifications (CISSP, SSCP, GIAC) are preferred.