Technical Account Manager

Summary

Join BeyondTrust as a Technical Account Manager and collaborate with strategic customers, acting as a subject matter expert on technical and operational configurations. You will support customers with long-term enhancement and expansion plans. Responsibilities include providing business and technical knowledge, educating clients on product features, conducting technical assessments, facilitating upgrades, performing health checks, creating customer profiles, and driving ticket resolution. This role requires 5+ years of experience in a customer-facing technical role, excellent customer service skills, a bachelor's degree in a related field, and strong communication abilities. The ideal candidate will be a self-starter, adaptable, and proficient in managing multiple tasks. BeyondTrust offers a culture of flexibility, trust, and continual learning, fostering a supportive and inclusive environment.

Requirements

• 5+ years’ experience in presales, technical account management, professional services, or support engineering, and/or in similar customer facing technical roles in enterprise software customer support
• 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
• Proficient knowledge of Windows based server OS such as Microsoft Windows Server
• Knowledge of Active Directory and GPO
• Knowledge of Network Topology/Layers
• Knowledge of Networking Tools and Utilities
• Knowledge of AV/Firewall Rules and Policies
• Knowledge of Secure “machine to machine” communications
• Knowledge of Virtualization
• Knowledge of Security software
• Knowledge of Windows Account Administration

Responsibilities

• Provide business, technical, and product knowledge in support of post sales activities to ensure customer satisfaction
• Educate clients on how existing and new product features and functionality work, and how it can contribute to their business growth
• Complete Technical Product Assessments
• Facilitate, coordinate, oversee product upgrades
• Periodically complete health checks across products
• Create & maintain customer Environment Profiles
• Driving ticket resolution by working closely with the support teams
• Collaborate with cross-functional teams to understand customer issues and drive resolution
• Collaborate with Professional Services and Project Manager during implementation
• Maintaining overall account health for each account
• Periodically perform basic health checks across products

Preferred Qualifications

• Arabic speaker
• SQL experience
• Scripting language experience
• Cloud technology experience
• Linux experience