Remote Principal Technical Account Manager

Summary

Join AppOmni's team as a Principal Technical Account Manager and drive customer success by engaging and enabling our largest customers. As a strategic, growth-focused, and results-driven individual, you will be responsible for managing technical and functional needs, developing trusted advisor relationships, and ensuring customers achieve full business value.

Requirements

• 10-12+ years experience in customer success and/or technical account management in a SaaS organization, consulting, technical customer support, or sales engineering
• Current experience working directly with large enterprise customers, Fortune 100 companies, and C-level executives
• SaaS security experience, Cloud security experience, Identity and Access Management, vulnerability management, or experience in other cybersecurity disciplines are strongly preferred
• Experience with Python, Django, and/or other common developer frameworks to extract, transform, and load data through various API interfaces
• Experience working with REST APIs
• Understanding of various authentication methods
• Ability to understand various SaaS Applications' RBAC structure
• Strong engineering skills to leverage in building integrations and supporting customers in their experience leveraging the AppOmni Developer Platform
• Experience supporting customer organizations comprised of security teams and business application owners
• Working knowledge of common SaaS solutions such as Salesforce, M365, ServiceNow, Workday, Okta
• Self-driven and self-motivated individual who enjoys a fast moving and constantly changing environment. Startup experience is a plus
• Strong customer facing and presentation skills with the ability to establish credibility with multiple stakeholders
• Has handled difficult customers or situations and can demonstrate resolutions
• Proficiency in Salesforce, Gainsight, and Zendesk is preferred

Responsibilities

• Manage and serve as the primary point of contact for all post-sales technical and functional needs for AppOmni's top enterprise customers
• Be consultative and be viewed as a technical SME by exhibiting a complete understanding of customer technical goals and objectives
• Ensure that a deployment and adoption plan is in place with each customer in order to facilitate the customer achieving their stated success criteria
• Introduce, demonstrate, and implement new products and features as they become available
• Develop expertise in AppOmni's API capabilities to help customers augment UI-based functionality with script-based approaches to unlock value
• Work with customers and AppOmni field teams to leverage the AppOmni Developer Platform to help build support for SaaS applications for which AppOmni does not currently provide native integrations
• Work closely with the Product and Engineering teams to define and influence SaaS application support roadmap and augmentation beyond the AppOmni Developer Platform
• Work closely with Product and Engineering teams to further develop and advance the AppOmni Developer Platform and SDK features and capabilities
• Increase customer retention by assisting regular health check meetings for tactical items, and assisting with strategic business reviews for alignment of objectives and outcomes
• Help the customer document their technical success criteria and strategy and partner with the CSM and customer teams to ensure adherence to the strategy; work with the customer to update technical success criteria if/as customer priorities shift
• Define and document the customer's end-state AppOmni architecture and work with the customer to develop a roadmap and strategy for achieving the desired end-state architecture
• Track accounts to identify customer risk and work actively to eliminate that risk; partner with the CSM by contributing to the renewal strategy and work closely with the AppOmni Renewals Manager to influence the successful execution of renewals
• Be the technical voice of the customer to our internal stakeholders (engineering, product, sales, and executive leadership teams) and provide internal feedback on how AppOmni can better serve our enterprise customers
• Work closely with Product and Engineering on identification and tracking of product improvement requests, troubleshooting, and bugs
• Evangelize customer success stories with the AppOmni Marketing team

Benefits

• Base Salary: The annual base salary compensation range in the U.S. for this role is: $141,146 - $194,076 USD
• Stock Options: Our vision is to not just grow as a company but to grow together
• Benefits: The many benefits of employment with AppOmni include working remotely, new hire home office / computer equipment stipend, generous paid time off, paid company holidays, paid floating holidays, paid parental leave, paid sick time and paid family leave for applicable states
• Benefits: The many benefits of employment with AppOmni include health insurance - medical, dental, and vision with HSA option
• Benefits: The many benefits of employment with AppOmni include LifeWorks Employee Assistance Program
• Benefits: The many benefits of employment with AppOmni include company-provided life insurance, AD&D, STD/LTD and additional supplemental life insurance options
• Benefits: The many benefits of employment with AppOmni include 401(k) and Roth retirement saving accounts
• Benefits: The many benefits of employment with AppOmni include a monthly wellness benefit reimbursement