Manager, Technical Account Management

Summary

Join BeyondTrust and lead a global team of Technical Account Managers, mentoring, recruiting, and evaluating team members. You will build and maintain a highly efficient team, ensuring regular reporting and assisting with escalation management. Responsibilities include evaluating processes, creating new programs, and advocating for the team. You will monitor team results, ensure customer engagement, and collaborate with cross-functional teams. The ideal candidate possesses 5+ years of experience in technical account management or related fields, strong management skills, and excellent customer service. A Bachelor's degree in a related technical field is required.

Requirements

• 5+ years’ experience in technical account management, professional services, or support engineering, and/or in similar customer facing technical roles
• Strong management skills, ability to motivate, lead and guide the team
• Excellent customer service skills, with strong dedication to customer care
• Self-starter, adaptable and eager to learn new technologies
• Great time manager and proficient multi-tasker
• Bachelor’s degree in a related technical field
• Flexible, a team player, strong collaborator
• Ability to understand and analyze customer technical needs
• Excellent verbal and written communication skills
• Confident in person and by phone with large teams and audiences
• Ability to participate, contribute and interact with Pre-Sales Technical Engineers, Product Management, Development, Technical Support and Sales teams, Administrators and C-level executives
• Proficient knowledge of Windows based OS such as Microsoft Windows Server and Windows Desktop
• Knowledge of the following
• Active Directory and GPO
• Network Topology/Layers
• Networking Tools and Utilities
• AV/Firewall Rules and Policies
• Secure “machine to machine” communications
• Virtualization
• Windows Account Administration
• Security software

Responsibilities

• Mentor, recruit, onboard, evaluate and motivate a team of technical account managers
• Build and maintain a highly efficient technical account management team in a cross-functional environment
• Ensure regular reporting of customer updates, including feedback, appreciation, and risk during one-on-one meetings
• Assist with escalation management of escalated issues and accounts, providing input and driving prioritization
• Evaluate current processes, create, adjust or build new programs to help set direction, objectives, and ensure team goals are met
• Be a team advocate, understand current pain points of the role and responsibilities of a technical account manager and look for ways to alleviate, assist, guide the team
• Monitor team member’s results and implement changes accordingly
• Ensure team works actively with assigned customers, ensuring adoption and engagement of our products

Preferred Qualifications

Previous experience as a Manager, Technical Account Management