Technical Account Manager
You will work strategically to maximize our client's protection in real time, focusing on the value you bring to customers while managing the complete customer lifecycle. You'll ensure flawless customer service through empathetic engagement, technical savviness, and deep product knowledge. You will manage day to day relationships with your customers, surface risks and opportunities to the business, act as the voice of the customer within the organization, and represent HUMAN to the customer. The relationships you build will directly shape our product both in the short and long term.
Responsibilities
- Ensure customer satisfaction, retention, and reference-ability for all assigned accounts
- Serve as the primary focal point for customers and build deep-level partnerships
- Provide exceptional customer support and act as a point of escalation
- Collaborate with internal teams including Sales, Tech Support, R&D, Finance, and Product
- Gather customer feedback and work internally to better meet customer needs
- Educate and enable customers through enablement sessions and materials
- Learn HUMAN's Enterprise Security products including Bot Defender, Code Defender, Credential Intelligence and Account Defender
- Lead Executive Business Reviews regularly with key customers and HUMAN stakeholders
Requirements
- 5-7 years of experience in a B2B enterprise customer facing role, with a proven track record of managing large enterprise accounts
- Technical aptitude with a willingness to learn and grow
- Strong organizational and communication skills
- Ability to lead and resolve complex issues with attention to detail
- Bachelor's or Graduate's Degree in computer science, engineering, mathematics, information systems, or a related field is preferred
- Experience in B2B SAAS, SQL, Javascript, Kibana and other cloud and software systems is an advantage
- Bilingual (English/French) is an advantage
Benefits
- Well-being and learning stipends
- Flexible work options
- Dedicated time off