Technical Account Manager

Summary

Join AppOmni's growing team as a Senior Manager, Technical Account Management, leading a high-performing team focused on SaaS security. You will mentor and develop your team, ensuring they maximize customer value and align with business goals. This player-coach role requires collaboration with Sales Engineers for smooth sales transitions and promoting knowledge sharing through AppOmni's AI tools. You will play a key role in developing the Expert Services function, refining TAM operations for scalability and high-quality service. Cross-functional collaboration is crucial, driving customer engagement and satisfaction while providing actionable insights to internal stakeholders. This leadership position demands strong communication, performance management, and cultural ambassadorship skills.

Requirements

• At least 8 years of experience in a similar role, indicating a developed skill set in technical account management or customer success within a technology or SaaS environment
• Knowledge of techniques and strategies to maintain high retention rates, including handling renewals and preventing churn
• Ability to diagnose and resolve technical issues, ensuring customers can use the product effectively
• Understanding of APIs for integration purposes, which is crucial for SaaS products that need to interact with other services
• Ability to lead and coordinate projects that involve multiple teams within the organization, such as engineering, product, and marketing
• Comfortable presenting to a variety of audiences,including technical users and decision-makers, to advocate for the product or explain complex concepts in an accessible way
• Experience supporting the sales team during the pre-sales process, providing technical expertise, and demonstrating product value to prospects
• Upselling and Cross-Selling: Ability to identify opportunities for upselling or cross-selling services and products to existing customers
• Experience in customer success, consulting, sales, or account management

Responsibilities

• Build and lead a high-performing Technical Account Management team, fostering a collaborative and customer-centric environment focused on SaaS security expertise
• Serve as a player-coach leader, providing guidance and mentorship to TAMs on customer engagement and strategic account management best practices in SaaS security
• Establish clear performance expectations and implement development plans for the TAM team, focusing on continuous improvement of both TAM skills and SaaS security domain knowledge
• Develop and optimize standardized processes and methodologies for the TAM team to ensure efficient and scalable delivery of security-focused technical account management
• Drive the TAM team to effectively manage a portfolio of customers, ensuring high levels of customer engagement and maximizing the realized security value of AppOmni solutions
• Enable TAMs to build strong relationships with customers, understanding their business objectives and security priorities to guide them towards successful security outcomes
• Monitor key performance indicators related to customer engagement, customer health, and security value delivery across the TAM team's customer portfolio
• Contribute to Net Revenue Retention (NRR) goals by ensuring the TAM team identifies and pursues opportunities for account growth and expansion through enhanced security value
• Empower the TAM team to proactively deliver SaaS security best practices and guidance to customers, maximizing their security posture with AppOmni solutions
• Ensure seamless pre-sales to post-sales customer transitions, fostering effective handoffs between Sales Engineering and Technical Account Management
• Cultivate a strong partnership with Sales Engineering, facilitating regular communication, joint training, and knowledge sharing to ensure alignment and effective customer engagement
• Facilitate ongoing training and knowledge transfer within and between the TAM and SE teams, emphasizing AppOmni solutions, security use cases, and effective communication of security value
• Equip the TAM team to effectively articulate the security value proposition of AppOmni solutions to customers and demonstrate the ROI of their security investments
• Collaborate with Expert Services leadership to define the operational framework for Expert Services, leveraging TAM insights to identify customer needs for security services
• Act as a primary voice of the customer within AppOmni, aggregating and sharing customer feedback and insights with Product, Engineering, Sales, and Support teams
• Identify recurring customer security challenges and product feedback, communicating these insights to internal teams to inform product improvements and feature prioritization
• Participate in product roadmap planning discussions, advocating for customer needs and representing the TAM team's perspective on security requirements
• Collaborate with Product, Engineering, Sales, Marketing, Support, and Finance teams to optimize customer success processes and resolve customer escalations
• Promote the adoption of service automation tools like AskOmni within the TAM team to improve operational efficiency and service delivery, and contribute to the development of overall customer success strategies and ensure alignment of TAM team activities with company objectives
• Supervision: Effectively supervise and manage direct reports and provide, by example and leadership, motivation and direction to employees
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; recognizing and rewarding employees; corrective disciplinary procedures and practices (under direction of supervisor and in partnership with Employee Success); addressing complaints and resolving problems
• Carry out responsibilities in accordance with the organization’s policies and applicable employment laws
• Communication & Performance Management: Clearly communicate goals and expectations
• Ensure annual performance reviews are conducted in a timely and effective manner and feedback is given throughout the year
• Hold staff 1:1s and department/team meetings as applicable to provide leadership, development, and support and to ensure coordination and collaboration in successfully achieving individual, department, and organization goals
• Culture Ambassador: Help set the tone of the department to ensure morale, teamwork, and that the positive culture of the organization is maintained

Preferred Qualifications

• SaaS security experience is highly desirable
• Working knowledge of SaaS solutions such as Salesforce, O365, Zoom, Box, ServiceNow, and Workday is preferred

Benefits

• Stock Options: Our vision is to not just grow as a company but to grow together. By offering stock options, we are inviting you to be an integral part of our journey forward
• Benefits: Generous paid time off, paid company holidays, paid floating holidays, paid parental leave, paid sick time and paid family leave for applicable states, health insurance - medical, dental, and vision with HSA option, LifeWorks Employee Assistance Program, company-provided life insurance, AD&D, STD/LTD and additional supplemental life insurance options, 401(k) and Roth retirement saving accounts, and a monthly wellness benefit reimbursement