What are the responsibilities and job description for the Technical Account Manager (West Coast) position at Vectra?
Your Role:
As a Technical Account Manager (TAM) at Vectra, you'll play a pivotal role in fostering strong relationships with our enterprise customers. You'll be responsible for understanding their unique business needs and goals, and providing tailored guidance to maximize the value they derive from our cybersecurity solutions.
Your Impact:
Leveraging your deep understanding of Vectra products and cybersecurity best practices, you'll guide customers through their entire journey, from onboarding to value realization and expansion. By building strong relationships with key stakeholders, you'll ensure customer satisfaction, drive adoption, and identify opportunities for growth.
Responsibilities:
- Customer Relationship Management: Cultivate and nurture strong relationships with enterprise customers, serving as their trusted advisor and advocate.
- Value Delivery: Proactively guide customers towards realizing the full potential of their Vectra investment through strategic guidance and support.
- Technical Expertise: Provide technical expertise and support to ensure seamless integration into customers' environments.
- Growth Opportunities: Identify and pursue expansion opportunities within existing customer accounts, collaborating closely with the sales team to drive revenue growth.
- Risk Mitigation: Assess renewal risks and develop proactive strategies to address potential challenges.
- Crisis Management: Respond effectively to customer incidents and crises, coordinating cross-functional teams to ensure timely resolution and minimize disruption.
- Program Development: Create and implement repeatable programs and processes to optimize product adoption, usage, and alignment with customer business objectives.
- Metrics Tracking: Monitor and report on key performance indicators (KPIs) to measure customer satisfaction, health, adoption rates, and overall success.
- Customer Visits: Travel to customer sites as needed to provide in-person support and build stronger relationships.
Requirements:
- Technical Foundation: A solid understanding of network security, enterprise software, and cybersecurity best practices.
- Customer-Facing Experience: Minimum of 5 years of experience in a customer-facing role, preferably within enterprise subscription-based vendors.
- Enterprise Expertise: Proven track record of successfully supporting high-touch enterprise customers.
- Security Knowledge: Familiarity with security product lines (firewalls, sandboxing, SIEM, forensics).
- Technical Proficiency: Understanding of TCP/IP, DNS, VPN, and SSL technologies.
- Project Management: Strong project management skills with a focus on detail and execution.
- Customer Empathy: A passion for delivering exceptional customer experiences and driving business outcomes.
- Relationship Building: Proven ability to establish and maintain strong relationships with C-level executives.
- Communication Skills: Excellent written and verbal communication skills, including strong presentation abilities.
- Analytical Skills: Strong analytical and problem-solving skills to identify opportunities and address challenges.
- Bachelor's Degree: Relevant Bachelor's degree, preferably in computer science or a related field.
By joining our team, you'll have the opportunity to make a significant impact on the success of our enterprise customers and contribute to Vectra's continued growth.
