Technical Account Manager

Summary

Join BeyondTrust and become a Technical Account Manager, collaborating with strategic customers 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, technical, and product knowledge for post-sales activities, educating clients on product features, conducting technical assessments, facilitating upgrades, performing health checks, creating customer profiles, and driving ticket resolution. You will collaborate with cross-functional teams and maintain overall account health. This role requires 5+ years of experience in related fields, excellent customer service skills, a bachelor's degree in a technical field, and strong communication and collaboration abilities. The ideal candidate will also possess knowledge of Windows server OS, Active Directory, network topology, and security software.

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 the following: Active Directory and GPO
• Network Topology/Layers
• Networking Tools and Utilities
• AV/Firewall Rules and Policies
• Secure “machine to machine” communications
• Virtualization
• Security software
• 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

• SQL experience is a plus
• Scripting language experience is a plus
• Cloud technology experience is a plus
• Linux experience is a plus