Technical Account Manager

Summary

Join FireMon as a Technical Account Manager (TAM) and become a technical resource advocating for designated customers. You will manage customer relationships, ensuring adoption, retention, and satisfaction. Responsibilities include providing project leadership for major FireMon programs, working with internal teams on technical issues, maintaining product knowledge, and providing hands-on customer support. You will also manage competing requests, provide product feedback, document best practices, and serve as a technical resource for customers. The role requires periodic onsite visits and collaboration with Account Owners to manage expectations. Continuous professional development is expected, including maintaining and obtaining new technical certifications annually.

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. This includes the architecture, design, implementation, troubleshooting, and ongoing support of router/switch-based and software-defined virtual networks
• Experience in client-server applications, Unix/Linux system administration, or software development. Experience includes debugging and troubleshooting, upgrading software, and applying security patches
• At least one active technical certification – CCNA level or similar – with the ability to obtain at least one new technical certification each year
• 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

Responsibilities

• Manage overall relationships with assigned end-users, including increasing adoption, and ensuring retention and satisfaction
• Provide project leadership for customers' major FireMon programs
• Work with FireMon's project teams, including Customer Support, R&D, Product Management, and Sales, 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
• Maintain multiple technical certifications and gain at least one new certification annually

Preferred Qualifications

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)