Job Description:
We are looking for a dedicated, ambitious, curious and self-driven Senior Technical Account Manager (TAM) to join the US Customer Success team. The TAM is the most accountable individual for a customer's adoption journey -- end to end, from onboarding through full production use. You will pair deep technical fluency with the executive presence to build lasting relationships with analysts, directors, and CISOs, and you'll own the cadence of QBRs/EBRs that turn technical wins into renewed and expanded business.
As an advocate you will usher customers through the maturity journey, use your technical expertise to solve issues, and help our customers achieve their security operations and threat intelligence goals. You will bring a combination of technical expertise and customer relationship skills to the table and be comfortable flexing in either direction as the situation requires.
By using your knowledge of CTI and SecOps, you'll provide technical advice to ensure customers use the technology effectively. You will have an intimate knowledge of your customer's environment, have a robust knowledge of the Anomali Platform, and understand the opportunities and challenges our customers face. You will monitor usage, create custom dashboards, make best practice recommendations, prove ROI and value, and build reference accounts. The TAM is instrumental in providing feedback and insight to our internal technical teams for emerging needs, continuous improvement, and undiscovered opportunities.
Duties & Responsibilities:
o Serve as an Anomali Platform power user; help our customers achieve success with the technology
o Own and drive the customer's adoption lifecycle from onboarding through full production maturity, serving as the single accountable owner of that ourcome
o Plan and lead QBRs/EBRs with analyst, director, and CISO level stakeholders, translating technical usage into business value and security outcomes
Identify expansion and renewal risk signals from usage data and stakeholder relationships, surfacing them to CSM/AE partners
o Address customer's technical requests; proactively identify and resolve issues
o Provide advice, guidance, and technical know-how to ensure successful usage and adoption
o Manage customer expectations while holding them accountable
o Be your customer's advocate and internal champion
o Promote advocacy
o Track key account metrics; communicate progress to internal and external stakeholders
o Engage with the Onboarding Engineers to ensure a smooth transition
o Engage with Technical Support to ensure speedy resolution of customer issues
o Engage with Engineering to resolve customer reported issues
o Partner with Sales to ensure an exceptional customer experience
o Engage with Product Management to promote customer feature requests
Qualifications
Skills and Experience Requirements:
• Bachelor's degree in Computer Science, Engineering, or a related field. Additional 3 years of relevant experience considered in lieu of degree.
• Demonstrated experience presenting to and building trust with senior security leadership (Director/VP/CISO level), including running QBRs/ERs that connect technical adoption to business outcomes
• Customer-first attitude; a listener who is customer-oriented and attentive to their needs
• Proven experience (5+ years) in a technical customer success, solutions engineering, sales engineering, or similar role, preferably in a SaaS or technology company with experience in cybersecurity technologies and architectures including coverage areas:
o SOAR
o SIEM
o Firewalls
o EDR / XDR
o Security Controls & Logs
• Significant experience working in enterprise accounts, SecOps, and Threat Intel
• Expertise with at least one SIEM product (Splunk, QRadar, Arcsight, etc.) including implementation, configuration, integration and optimization
• Strong grasp of general networking concepts and proficiency with various Operating Systems; proficiency with relevant log telemetry (network, Identity, etc.)
• Experience in managing multiple stakeholders and projects as a lead and team player. Adept influencer at the senior executive level.
• Critical thinker with problem-solving skills; enjoys solving technical and challenging issues
• Works well under pressure with a high tempo of operations
• Exceptional communication, presentation, and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences
• Experience in using tools like Gainsight, SalesForce, and JIRA
• Willing to travel up to 25% of the time.
• The position is remote in the US. However, candidates local to the Bay area would work a hybrid schedule at our Redwood City, CA HQ.
• This position is not eligible for employment visa sponsorship. The successful candidate must not now, or in the future, require visa sponsorship to work in the US.
Compensation Transparency
$150,000 - $180,000 USD
Please note that the annual base salary range is a guideline and, for candidates who receive an offer, the base pay will vary based on factors such as work location, as well as, knowledge, skills and experience of the candidate. In addition to base pay, this position is eligible for benefits, and may be eligible for a bonus and/or equity.
