Technical Account Manager - CTI and SIEM focus

Summary

Join Anomali's North America Customer Success team as a Technical Account Manager (TAM). As a technical subject matter expert, you will champion customer success, guiding them through the maturity journey and leveraging your expertise to resolve issues. You will combine technical skills with customer relationship management, adapting your approach as needed. Using your knowledge of CTI and SecOps, you will provide technical advice for effective technology use, monitor usage, create dashboards, and build reference accounts. You will also provide feedback to internal teams for continuous improvement. This role requires strong technical skills, experience in customer success, and excellent communication abilities.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field. Additional 3 years of relevant experience considered in lieu of degree
• Proven experience (5+ years) in a technical customer success, solutions engineering, sales engineering, or similar role, preferably in a SaaS or technology company with experience in cybersecurity technologies and architectures including coverage areas
• SOAR
• SIEM
• Firewalls
• EDR / XDR
• Security Controls & Logs
• Significant experience working in enterprise accounts, SecOps, and Threat Intel
• Expertise with at least one SIEM product (Splunk, QRadar, Arcsight, etc)
• Strong grasp of general networking concepts and proficiency with various Operating Systems; proficiency with relevant log telemetry (network, Identity, etc)
• Experience in managing multiple stakeholders and projects as a lead and team player
• Customer-first attitude; a listener who is customer-oriented and attentive to their needs
• Critical thinker with problem-solving skills; enjoys solving technical and challenging issues
• Works well under pressure with a high tempo of operations
• Exceptional communication, presentation, and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences
• Experience in using Gainsight, SalesForce, and JIRA
• Willing to travel up to 25% of the time
• This position is not eligible for employent visa sponsorship. The successful candidate must not now, or in the future, require visa sponsorship to work in the US

Responsibilities

• Serve as an Anomali Platform power user; help our customers achieve success with the technology
• Build strong customer relationships, especially with key customer stakeholders
• Address customer’s technical requests; proactively identify and resolve issues
• Provide advice, guidance, and technical know-how to ensure successful usage and adoption
• Manage customer expectations while holding them accountable
• Be your customer’s advocate and internal champion
• Promote advocacy
• Track key account metrics; communicate progress to internal and external stakeholders
• Engage with the Onboarding Engineers to ensure a smooth transition
• Engage with Technical Support to ensure speedy resolution of customer issues
• Engage with Engineering to resolve customer reported issues
• Partner with Sales to ensure an exceptional customer experience
• Engage with Product Management to promote customer feature requests