What are the responsibilities and job description for the Senior Technical Account Manager position at Brinqa?
You are an experienced Senior Technical Account Manager with a proven track record of helping customers adopt products, realize value and drive growth. You leverage your deep industry knowledge to build trust and establish strong stakeholder relationships acting as the customer’s trusted business and technical advisor. You will report to the TAM Team Lead/Manager and work in close collaboration with Customer Support, Engineering, Product Management, Cloud Operations, and Professional Services to drive Brinqa’s customer first goals.
WHAT YOU WILL DO
- Be the main point of contact for Brinqa’s high value customers to build strong and trusted relationships at various levels across the organization, ensuring successful adoption, usage, and growth.
- Act as a trusted subject matter expert on exposure management and technical advisor ensuring clients are optimizing their use of our products and aligning to best practices. Provide recommendations that improve system performance and security posture as part of regular health checks.
- Identify and address technical issues to ensure high levels of customer satisfaction. Collaborate with Engineering and Support teams to resolve technical escalations quickly and efficiently.
- Advocate for customer needs across various departments (product management, support, ...). Offer insights regarding the availability of new features in Brinqa. Program manages account escalations effectively.
- Partner with management to ensure achievement of customer goals and success criteria, executing on Success Plans.
- Participate in regular customer meetings across all levels including tactical discussions with technical staff, product health reviews with Management Teams as well as Executive Business Reviews (EBRs).
- Develop and maintain adoption plans to secure retention and growth. Partner with Sales to close expansion opportunities.
- Maintain up-to-date functional and technical knowledge of the Brinqa platform. Continuously monitor news related to new & emerging cyber security threats. Grow your knowledge of the Brinqa ecosystems.
- Given the requirement for some meetings to be on-site or at conferences, there will be approx. 25% travel.
WHAT YOU WILL BRING
- 5 years experience as a TAM, Solutions Engineer, or a related customer-facing technical role.
- 5 years experience in an enterprise product support environment (cyber security experience preferred).
- Strong technical troubleshooting skills (i.e. previous support or SE experience), and an ability to collaborate, coordinate and escalate issues within a team of product support professionals.
- Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into a scalable solution and clear customer narrative.
- Strong experience with building and developing long-lasting relationships, especially at an executive-level (including with CISO’s and CIO’s).
- Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage.
- Broad and deep insight on industry trends and the security landscape.
- Strong written, spoken, and presentation skills, with the ability to communicate effectively will all levels of the organization - both internally and externally.
- Relevant University degree or equivalent experience.