Technical Account Manager

Summary

Join SpecterOps as a Technical Account Manager to support the BloodHound Enterprise team. This remote EMEA-based role focuses on maximizing customer value. Responsibilities include onboarding, training, troubleshooting, and engaging with customers. You will collaborate with internal teams, manage account health, and identify churn risks. The ideal candidate possesses 3+ years of experience in customer-facing technical roles within the security industry and a basic understanding of scripting and REST APIs. SpecterOps offers a comprehensive benefits package including full health insurance, flexible time off, 401k matching, stock options, bonuses, remote work allowance, and professional development opportunities.

Requirements

• 3+ years of experience in Help Desk, Customer Support, Technical Account Management, Consulting, or other technical, customer-facing roles within the security industry
• Ability to maintain an account book of business
• Basic understanding of scripting languages such as PowerShell or Python
• Experience utilizing REST APIs to solve business problems
• Ability to quickly learn new technologies and have an ongoing desire to stay current with the latest technologies
• Based in EMEA region
• Ability to successfully complete a criminal background investigation
• Desire to embody our core values of passionate curiosity, consistent improvement, empathy, sustainability, humility, and empowerment through transparency
• Travel: up to 15% within region

Responsibilities

• Onboard, train, and enable new BHE customers to ensure a smooth start
• Track support tickets and engage engineering as needed to resolve bugs
• Maintain regular customer cadence calls to ensure ongoing engagement, proactively address concerns, and share best practices
• Drive effective communications with customers and internal teams
• Help customers integrate BHE data with other systems, enhancing their overall experience and value recognition
• Identify churn risk and implement success plans to restore customer health, ensuring long-term customer retention
• Keep account health and status updated for management and cross-team reference, providing clear visibility into customer satisfaction and issues
• Act as the customer's voice internally, advocating for requested features and providing the detail and context necessary for product design
• Develop solutions or prototypes that improve customer value recognition, leading towards developing new features

Preferred Qualifications

• Experience in penetration testing or administering Active Directory or Azure
• Experience with open-source BloodHound

Benefits

• Health/Dental/Vision/life insurance: 100% covered for both the employee and their family
• Flexible time off policy
• 401(k) with up to 4% company match
• Stock Options & quarterly bonuses
• Remote work: $1,500 new hire allowance to set up home office
• $500 annual home office allowance after first year
• $150 monthly cell phone and internet reimbursement
• $5,000 annual professional development allowance
• $5,250 towards continuing education or student loan repayment
• $1,200 annual budget for lifestyle, wellness, pet insurance and more
• A one-time $10,000 benefit towards family planning
• In person and virtual employee events throughout the year
• And of course, company swag!