Remote Technical Account Manager
at Second Front Systems

Summary

Join Second Front Systems as a Technical Account Manager and support the deployment and scale of their Game Warden platform. This role requires excellent workload and project management skills, focusing time where most value can be delivered, and balancing competing requirements.

Requirements

• 5+ years of industry experience in a client/professional services, sales engineer, senior support engineer
• Experience in Confluence, Salesforce, and Gitlab
• Very strong customer service and excellent communications skills, both written and oral
• A history of successfully leading and directing technical staff through crisis situations
• Adaptable and willing to learn new technologies
• Knowledge of project management and strong time management skills
• Knowledge of compliance regulations and records management pertaining to the ATO process

Responsibilities

• Independently provide ongoing and proactive technical leadership and support to Second Front Systems strategic customers with little direction
• Contribute to customer success planning by defining metrics, scope, milestones, deliverables, and risks in collaboration with customers
• Serve as a product subject matter expert for customers
• Navigate ambiguity by Identifying, document, and submit potential product improvements and risks
• Act as an escalation point for security-related concerns
• Provide technical support for tier 1 pairing sessions, and escalations
• Provide proactive recommendations that support the customer's requirements, roadmap and ongoing technical needs
• Direct crisis and incident response, working with the account team, technical support, operations and engineering teams to ensure timely resolution, while communicating effectively with customers
• Responsible for scheduling own time and for quality completion of multiple tasks within a varying environment of changing constraints
• Create and deliver executive customer presentations that outline system performance, potential issues, ROI and suggested forward courses of action

Preferred Qualifications

• Requires little supervision on assigned tasks
• Works independently on routine tasks
• Very strong customer service and excellent communications skills, both written and oral

Benefits

• Competitive Salary
• 100% Healthcare, vision and dental coverage
• 401(k) + 3% company contribution
• Wellness perks (Fitness classes, mental health resources)
• Equity incentive plan
• Tech + office supplies stipend
• Annual professional development stipend
• Flexible paid time off + federal holidays off
• Parental leave
• Work from anywhere