Technical Account Manager

Summary

Join VISO TRUST, a high-growth B2B SaaS startup, as a Technical Account Manager! You will be essential in driving the adoption of VISO solutions at enterprise customers. Build strong relationships, manage renewals and expansion, analyze data, gather product feedback, support marketing efforts, and oversee project delivery. You will need proven experience in customer success or technical account management within a B2B SaaS environment, strong understanding of Cyber Risk and TPRM, and exceptional communication skills. This role requires managing multiple initiatives, collaborating with cross-functional teams, and proactively solving problems. The ideal candidate will also possess preferred skills such as familiarity with cyber risk management frameworks and proficiency in various software platforms.

Requirements

• Proven experience in customer success, technical account management, or related roles within an enterprise B2B SaaS environment
• Strong understanding of Cyber Risk, TPRM, or related fields and ability to relay to business users
• 5 to 8 years of account management experience
• Exceptional interpersonal and communication skills, with the ability to build trust and rapport with diverse stakeholders
• Analytical mindset with proficiency in data analysis and reporting tools
• Project management experience, with the ability to manage multiple initiatives simultaneously
• Collaborative team player with a proactive approach to problem-solving
• Experience working with cross-functional teams, including sales, marketing, and product development

Responsibilities

• Build and maintain strong relationships with key stakeholders across the customer organization
• Serve as a trusted advisor, ensuring customer success with our Cyber Risk TPRM solution
• Drive adoption and engagement by delivering best practices and ongoing education
• Manage the renewal pipeline, ensuring timely renewals and identifying upsell opportunities
• Collaborate with sales and customer success teams to drive expansion within accounts
• Proactively address challenges to mitigate churn risks
• Analyze usage patterns and customer data to identify trends, opportunities, and areas for improvement
• Develop and model detailed reports to showcase customer success and solution impact
• Share insights with customers to demonstrate value and inform decision-making
• Gather customer feedback and feature requests, sharing insights with the product team
• Advocate for customers by influencing product roadmaps to align with their needs
• Assist in beta testing and rollout of new features and enhancements
• Familiar with Jira or other tools VISO utilizes
• Capture quotes and build a relationship with the customer to expand or refer to VISO / testimonials
• Partner with marketing to create compelling case studies, testimonials, and success stories
• Highlight customer achievements and promote their success within industry networks
• Oversee integrations, onboarding, and service delivery projects, ensuring smooth execution
• Act as the primary point of contact for managing tickets and technical support requests
• Coordinate with internal teams to resolve issues and meet customer expectations
• Establish inroads into customer organizations to identify opportunities for strategic engagement
• Position yourself as an expert in Cyber Risk TPRM, driving trust and credibility

Preferred Qualifications

• Familiarity with cyber risk management frameworks, tools, and best practices
• Proficiency in Hubspot, CRM tools, project management software, and analytics platforms
• Experience working in a fast-paced, high-growth SaaS company
• Maintain CTPRP/A
• Garner an understanding and maintain a mastery of the customer’s TPRM environment, goals and program and be a continuous source of advice on best practices and capabilities towards TPRM maturity
• Keep sales up to date on progress and potential opportunities