Technical Account Manager

Summary

Join DNSFilter, a rapidly growing cybersecurity company, as a Technical Account Manager to drive customer onboarding, product adoption, and usage. You will act as a trusted advisor to customers, ensuring optimal satisfaction and utilization of DNSFilter's products and services. This remote role requires 3+ years of experience in a customer-facing role within B2B SaaS, strong technical knowledge, and excellent communication skills. You will lead technical onboarding activities, understand complex business requirements, and translate them into best practices for customers to achieve their cybersecurity objectives. DNSFilter offers a competitive salary, comprehensive benefits, and a collaborative work environment.

Requirements

• 3+ years of successful experience in a customer-facing role such as technical account manager, technical customer success manager, customer onboarding, customer success, or technical support in B2B SaaS
• Demonstrated ability to work with different types of Customer-business-process-owners to identify requirements, and drive best practices to propose a solution
• Strong critical thinking skills and technical knowledge of relevant software, tools, and platforms
• Excellent communication, presentation, and interpersonal skills
• Data-driven mindset with the ability to analyze customer data and derive actionable insights
• Strong critical thinking skills, a growth mindset, and a desire to continuously improve
• A passion for contributing to a meaningful industry and being able to convey that excitement to create momentum and deliver an exceptional customer experience

Responsibilities

• Lead technical customer onboarding activities for both Direct/Commercial and MSP customers, prioritizing high-value customers, and coordinating with internal teams and external stakeholders
• Monitor and optimize key onboarding metrics, including time-to-value (TTV), onboarding completion rate, and customer retention impact within the first 90 days
• Understand complex business requirements and translate them into best practices as a means for our customers to accomplish their cybersecurity objectives
• Have practical experience in deploying SaaS security solutions, including configuration, validation, and troubleshooting in customer environments such as firewalls, proxies, and endpoint security solutions
• Acquire detailed product knowledge of all DNSFilter solutions that will enable the individual to execute assigned tasks for successful customer implementations
• Use your solid technical expertise in DNS, networking, VPNs, and security applications to navigate customers through complex IT environments and firewall configurations
• Configure systems to meet business requirements, including user acceptance testing to validate that functionality meets established deliverables
• Monitor onboarding activities, including customer-facing sessions to ensure that all deployments are completed on time
• Prioritize time thoughtfully and set proper customer expectations
• Manage customers within the identified digital segmentation by handling customer inquiries that do not require support escalation, ensuring timely responses, and facilitating effective solutions to enhance the customer experience
• Design and conduct technical training sessions for customer IT teams, equipping them with the knowledge to independently manage and optimize their DNSFilter deployment
• Collaborate with all customer-facing teams, as well as product development teams, to prioritize feature requests based on customer feedback
• Ensure ongoing communication with customers as necessary to achieve commitments made
• Participate in cross-functional knowledge transfer sessions, product training, and other strategic initiatives as needed
• Contribute to the development of best practices, standards, and methodologies to decrease the time to value for our customers
• Identify opportunities for knowledge management, documentation, and service automation, and collaborate in development

Preferred Qualifications

• SaaS cybersecurity industry experience
• A desire to be an AI enthusiast and or innovator
• Solid technical expertise in DNS, networking, VPNs, and security applications to navigate customers through complex IT environments and firewall configurations
• Experience with onboarding and/or implementing new customers

Benefits

• A 100% work-from-home position with a company that values and fosters personal and professional growth
• Pathway to promotion to additional organizational positions and responsibilities based upon results and performance - not just time in the chair.  You help us grow, we will help you grow
• Passionate and intelligent colleagues who work hard and have a good time doing it
• Flexible Fridays
• Paid company-wide week off at the end of each year
• Flexible Vacation policy
• Awesome company swag
• Home office buildout allowance
• Full medical, dental, and vision benefits for US, UK, and Canada-based employees
• Full short-term disability and life benefits; available long-term disability
• Retirement savings account options with vested company matching for qualifying employees
• In-person annual gatherings. Last time we all spent a week on a beach in Cancun!