Technical Account Manager

Summary

Join DataDome's Customer Delivery department as a Technical Account Manager and contribute to their worldwide success! You will be responsible for providing a white-glove onboarding experience for customers, ensuring they are properly enabled to operate the product, and resolving any issues that may impact product reliability and speed. You will be an expert in DataDome solutions, understanding how the product works, its implementation, lifecycle, bot detection process, and dashboard functionalities. You will lead customer conversations as a technical expert, guiding them through onboarding and implementation phases, and proactively educating them on daily usage. You will also lead regular technical committees with clients to track progress, identify potential risks, and ensure alignment with internal and external stakeholders. You will be responsible for answering customers' technical questions and specific issues, informing both customers and internal teams about your investigations. You will need to prioritize, structure, and communicate effectively to drive multiple projects forward simultaneously while maintaining a high level of customer satisfaction. You will also proactively monitor customer health from a technical perspective.

Requirements

• At least 5 years of previous experience in B2B/SaaS solutions or CyberSecurity product
• You know how to prioritize, structure, and communicate effectively to drive multiple projects forward simultaneously, while maintaining a high level of customer satisfaction
• You have proven working experience with Apache, Nginx, Varnish, F5, IIS, lambda@edge
• HTTP protocol is no mystery to you

Responsibilities

• Help our customers get the most out of our solution, respond to their requests with precision and clarity, and resolve issues that may impact the product reliability and speed
• Be an expert in DataDome solutions and understand in-depth: how the product works, its implementation, lifecycle, the bot detection process, and the dashboards’ functionalities
• Leading customer conversations as a technical expert and leveraging your expertise and knowledge of our solution to guide them through the onboarding and implementation phases
• Proactively educating them on the daily usage of our solution
• Lead regular technical committees with clients to track progress on action items, identify potential risks, and ensure ongoing alignment with both internal (AM/ Engineering Dept) and external stakeholders
• Answering customers' technical questions and specific issues, inform them and also our internal teams (Account Manager, Engineering) about your investigations
• You are able to prioritize, structure, and communicate effectively to drive multiple projects forward simultaneously, while maintaining a high level of customer satisfaction
• Proactively monitoring customer health from a technical perspective

Preferred Qualifications

• Working with the Threat Research team, you can deep dive into data and you are familiar with Kibana/Elasticsearch
• In-depth technical and functional understanding of website hosting and architecture, mobile application and how the internet works (architecture, components, flows, OSI Layers)
• You are a fast learner, curious and autonomous
• You are a team player and like to interact with other teams in the company
• You are a customer-driven person, who is excited to work and solve technical challenges in an ambitious environment

Benefits

• Flex Life: While we offer remote, hybrid, & in-office options each position specifies the level of flexibility. Our Parisian office is located next to the Opera Garnier. You will also receive a 500€ stipend to help you set up your ideal workspace if you work hybrid or remotely. If you are full remote, the SNCF dicount card is paid for you to come to our office to visit us & your team!
• Generous Health Benefits: We have partnered with Kenko for your healthcare needs
• A 100€ annual allowance is provided for a leisure activity of your choice in Sports or Culture
• Annual allowance of €200 if you come to the office by bike to cover maintenance costs
• Professional Development : #Weaimhigh is part of our DNA, therefore we have invested in an internal Learning and Development platform and offer the opportunity to request additional training and support via your manager
• Events & Team building: #We care and we have fun! We organise ****Annual Company-Offsite, Events, Drinks, Winter Party, Lunch & Learns and much more are part of our Culture
• Parent Care: Gift & care packages for parents
• PTO: Based on the country you are based from (e.g. 25 days in France)