Sr Technical Account Manager- East Coast\Central

Sr Technical Account Manager

Your Role:

The Technical Account Manager (TAM) is a critical role at Vectra with responsibility for implementation and outcome delivery for Vectra’s Enterprise customers. In this role you will lead the technical implementation of Vectra’s platform, work with customers to expand their coverage, improve their workflows and assist with value reporting. You will develop relationships with key contacts, and connect with key business executives, security leaders and IT stakeholders to develop an understanding of their strategic business needs and goals.

Your Impact:

Leveraging this customer knowledge and your expertise in Vectra products and cybersecurity, you will provide an ongoing implementation and adoption coverage, share industry best practices, and develop a strategy to ensure that your customers maximize value from their investment in Vectra.

Responsibilities:

· Support customers in large and highly complex enterprise organizations

· Lead customers throughout the entire customer journey: onboarding, implementation, value realization, adoption and expansion

· Lead the customer relationship, providing ongoing support and proactive leadership to Vectra’s customers, to drive high levels of customer satisfaction, deep engagement, and mutual success.

· Conduct customer touchpoints, executive business reviews and proactively monitor customer health

· Drive integration of the Vectra’s platform into our customer’s business processes and technical ecosystem to create and increase value realization.

· Identify and grow expansion opportunities within the customer base and collaborate with the sales team to facilitate growth attainment.

· Identify and assess renewal risks; develop and collaborate with internal teams in executing the remediation plans.

· Direct crisis and incident response with urgency, working cross-functionally to ensure timely resolution while communicating effectively with customers.

· Identify, develop and implement repeatable programs and processes across your portfolio of customers to maximize product adoption and usage and achievement of customer’s business objectives.

· Track, measure and report on key metrics such as: customer satisfaction, customer health score, adoption rates, etc.

· Able and willing to travel for on-site customer visits as required (25- 50%)

Requirements:

Candidates must have a solid technical foundation in network security and enterprise software, a proven track record of successfully interfacing with customers on both technical and non-technical levels, strong business acumen, and obsession about customer experience.

· A minimum of 5 years of experience in enterprise subscription-based vendors in a customer-facing role (such as Technical Account Management, Professional Services, Sales Engineering, or Strategic Customer Service)

· Extensive experience as a hands-on TAM supporting high touch enterprise customers (Fortune 500 or other large companies)

· Good understanding of security product lines (firewalls, sandboxing, SIEM, forensics-type platforms)

· Knowledge of TCP/IP, DNS, VPN and SSL technology

· Good understanding of current security technologies and risks

· Project management skills with a high attention to detail

· Proven experience in supporting customers with strong empathy

· Proven record of establishing and building successful C-level relationships

· Service management minded with strong commitment to customer service

· Excellent presentation and communication skills, both verbal and written

· Excellent organizational, analytical, negotiation, and influence skills

· Incident Response or Security Analyst background is a plus