Remote Technical Account Manager

Summary

The Technical Account Manager (TAM) at FireMon is a technical resource who manages customer relationships, provides project leadership, and ensures customer satisfaction by communicating their needs to support teams and contributing to the product roadmap. They will also require onsite visits and technical certifications.

Requirements

• Bachelor’s Degree in Computer Science, Information Technology, or another related field
• Five or more years of experience in technical project management, technical account management, or a similar area
• Three or more years of experience managing or architecting complex network infrastructures
• Experience in client-server applications, Unix/Linux system administration, or software development
• At least one active technical certification – CCNA level or similar – with the ability to obtain at least one new technical certification each year

Responsibilities

• Provide customers with status updates of open tickets and development/services projects
• Communicate priorities of customers' technical issues to support teams
• Convey the status of services projects
• Convey needs and urgency of RFEs to product management
• Provide customers with upcoming release schedule
• Provide guidance through early access/beta programs
• Manage overall relationships with assigned end-users
• Provide project leadership for customers' major FireMon programs
• Work with FireMon's project teams on customers' technical issues and projects
• Maintain current functional and technical knowledge of the FireMon product line
• Provide hands-on customer support with initial troubleshooting, upgrades, database query management, routine system health checks, watchdog monitoring, adding/removing user access, devices, and zones/subnets for FireMon Product Suite
• Manage competing requests across simultaneous client engagements
• Provide clear and constructive product feedback to FireMon product management teams based on customer requirements
• Document best practices in developing and deploying FireMon solutions in the customers' environments
• Be a technical resource for 'best practice' and other customer questions, identifying alternate technical solutions to customers' business problems
• Partner with Account Owners to manage customer expectations in situations where customers' demands cannot be met
• Partner with Account Owners to ensure a comprehensive view of customer health throughout the customer cycle

Preferred Qualifications

• Knowledge of modern software development methodologies, with emphasis on software and hardware architecture and infrastructure development
• Demonstrated ability in customer-facing positions, preferably as a professional services consultant
• Strong analytical skills regarding technical and project management issues
• Strong organizational skills with an ability to manage competing client demands
• The ability to engage and communicate effectively across multiple levels of a F500 size customers’ IT network and security teams is highly desirable, from analyst to mid-level management through C-level (CISO/CIO/CTO)

Benefits

FireMon provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination and harassment of any type without regard to race, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws