Remote Technical Support Account Manager

Summary

Join Provision IAM, a leading software and services company, as a Technical Support Account Manager. This senior-level role requires building strong client relationships, guiding them through technical support and IAM system implementation, and ensuring customer satisfaction. You will act as the primary liaison between clients and internal teams, troubleshooting technical issues, and driving product adoption. The position demands strong technical skills in IAM, excellent communication, and project management abilities. You will work closely with various internal teams to deliver tailored solutions and support. This remote-work-friendly role offers competitive salary and benefits.

Requirements

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field
• Experience: 3+ years in technical account management or customer-facing technical roles, with proven success in managing client relationships and understanding technical requirements
• Experience in Identity Access Management (IAM) systems, including user provisioning, access control, and onboarding
• Strong proficiency with XML, SQL, and relational databases (SQL Server, MySQL, Postgres)
• Ability to write in Java, Python, Groovy, or C#
• Familiarity with cryptographic best practices, Role-Based Access Control (RBAC), and User Provisioning
• Experience in Windows/Linux scripting (Powershell/Bash)
• Knowledge of authentication techniques (SSO, OAuth, MFA), Active Directory, or LDAP
• Exceptional communication skills, capable of engaging with both technical and non-technical stakeholders
• Strong organizational and self-management skills, with the ability to thrive in a remote work environment
• Proficiency in managing projects from onboarding through support
• Must be authorized to work in the United States
• Must be proficient in English, both written and spoken

Responsibilities

• Manage a portfolio of clients, building strong relationships and understanding their technical needs
• Lead the onboarding process for IAM solutions, partnering with Implementation Specialists to ensure clients' success
• Facilitate working sessions between internal teams and clients to troubleshoot technical issues and guide IAM system integrations
• Drive NPS (Net Promoter Score) goals by collecting client feedback and driving continuous improvements
• Conduct QBRs (Quarterly Business Reviews) with clients to demonstrate value and uncover new opportunities
• Collaborate with clients to map security roles, configure access control systems, and troubleshoot technical challenges
• Manage post-implementation support, ensuring timely issue resolution and continuous improvement of the IAM platform
• Act as the primary liaison between clients and internal teams, including DevOps, Product Development, and Sales, to resolve blockers and ensure the successful completion of technical milestones
• Serve as an intermediary between clients and internal teams to ensure customers receive tailored solutions and comprehensive support that align with their business needs
• Identify opportunities for additional system enhancements or client needs that could expand the Provision IAM offering

Preferred Qualifications

• Certifications such as CISSP, CISM, or related IAM certifications (SailPoint, Okta, etc.) are highly preferred
• Experience with Java Spring Framework, Federated Identity Management (SAML, WS-Fed), and open-source contributions
• Background in deploying Java applications, DevOps, and working as part of an Agile team
• Familiarity with banking regulatory environments, higher education systems, and IAM products like midPoint or Grouper

Benefits

• Competitive salary: $70,000 - $90,000 based on experience
• Company-paid insurance benefits
• IRA with company match
• Individualized networking and education budget
• Provision of equipment for remote employees to set up and maintain a productive home office environment
• Remote work flexibility across the U.S