Job Overview
We are seeking an experienced Technical Account Manager to join our team. As the primary technical advisor for key clients, you will play a critical role in ensuring their success and satisfaction with our products and services.
This is an excellent opportunity to work closely with customers, understand their needs, address their technical challenges, and advocate for their success within our organization. Your proactive guidance will help keep the customer's mission-critical environments healthy by identifying potential issues early and providing best practices and technical recommendations to optimize their investment.
Key Responsibilities:
* Serve as the single point of contact for designated clients post-sale, prioritizing customer success and assisting in achieving their business and technical goals.
* Provide expert troubleshooting and guidance on product usage, integration, and best practices, conducting in-depth troubleshooting and replicating environments in lab setups.
* Implement measures to maintain network stability, identify optimization opportunities, and provide strategic recommendations, educating clients on best practices and new features.
* Act as an escalation point for critical issues, driving incident management and providing root cause analyses and post-incident reports.
You will work closely with cross-functional teams and manage customer relationships to ensure exceptional service and support.
Required Skills and Qualifications
* Bachelor's degree in computer science, Engineering, or related field (or equivalent experience).
* 6+ years in technical support, account management, or similar client-facing roles.
* Strong understanding of data networking protocols, network security technologies, routing, and switching.
* Excellent communication skills, capable of conveying technical concepts to diverse audiences.
* Proven problem-solving skills with experience in configuration analysis, log analysis, and troubleshooting.
* Commitment to outstanding customer service and ability to work collaboratively with internal stakeholders.
Benefits and Opportunities
We offer a supportive work environment, an attractive Total Rewards package, and opportunities for professional growth and development. Our company values diversity and inclusivity and offers a range of benefits and programs to support your health and financial well-being.