Vectra AI is hiring a
Technical Account Manager in United States

Summary

The job is for a Customer Success Manager at Vectra AI, responsible for developing and leading customers, providing ongoing support, and maximizing value from their investment in Vectra's products. The role requires a solid technical foundation, strong business acumen, sales experience, and 5+ years of experience in enterprise subscription-based vendors.

Requirements

• Successful candidates will have a solid technical foundation in network security and enterprise software
• A proven track record of successfully interfacing with customers on both technical and non-technical levels
• Strong business acumen and sales experience
• A passion for ensuring a top quality customer experience
• Minimum of 5 years of experience in enterprise subscription-based vendors in a customer-facing role (such as Customer Success Manager - CSM, Technical Account Management - TAM, Professional Services, Sales Engineering, or Strategic Customer Service)
• Extensive experience as a hands-on CSM or TAM supporting high touch enterprise customers (Fortune 500 or other large companies)
• Good understanding of security product lines (firewalls, sandboxing, SIEM, forensics-type platforms)
• Knowledge of TCP/IP, DNS, VPN and SSL technology
• Good understanding of current security technologies and risks
• Project management skills with a high attention to detail
• Experience in supporting customers with strong empathy AND passion for revenue and growth
• Proven record of establishing and building successful C-level relationships
• Service management minded with strong commitment to customer service
• Excellent presentation and communication skills, both verbal and written
• Excellent organizational, analytical, negotiation, and influence skills
• Relevant Bachelor’s degree; preference for computer science or related degrees

Responsibilities

• Drive high touch customer success focusing on large and highly complex enterprise organizations
• Lead customers throughout the entire customer journey: onboarding, value realization, adoption, and expansion
• Lead the customer relationship, providing ongoing support and proactive leadership to Vectra’s customers
• Conduct customer touchpoints, executive business reviews, and proactively monitor customer health
• Drive deep integration of the Vectra Cognito platform into our customer’s business processes and technical ecosystem to create and increase stickiness
• Identify and grow expansion opportunities within the customer base and collaborate with the sales team to facilitate growth attainment
• Identify and assess renewal risks; develop and collaborate with internal teams in driving the remediation plans
• Direct crisis and incident response with urgency, working cross-functionally to ensure timely resolution while communicating effectively with customers
• Identify, develop, and implement repeatable programs and processes across your portfolio of customers to maximize product adoption and usage and achievement of customer’s business objectives
• Track, measure, and report on key metrics such as: customer satisfaction, customer health score, adoption rates, etc

Benefits

• Competitive base pay, incentive plan eligibility, and participation in the employee equity plan (stock options)
• Health care insurance
• Income protection / life insurance
• Access to retirement savings plans
• Behavioral & emotional wellness services
• Generous time away from work
• A comprehensive employee recognition program