Cleared Technical Account Manager

2 months ago

Baltimore, United States ZeroFOX Full time
Job DescriptionJob DescriptionSalary:

OPPORTUNITY OVERVIEW 

ZeroFox seeks a cleared Technical Account Manager (TAM) to build and maintain post-sales relationships with some of our largest customers. TAMs are trusted technical advisors and primary support contacts for dedicated customer(s). TAMs help ZeroFox exceed customer expectations and drive value by proactively updating the customer’s platform, creating reporting that clearly shows the solution’s effectiveness, providing ongoing education, and advocating for customer needs. TAMs work with customers to define business and technical requirements, while supporting the product and services team in defining scope of work and budget by negotiating trade offs or new requirements / change orders. The successful applicant will need to nurture relationships, both internally and externally, provide amicable customer solutions, and be technically competent on the ZeroFox SaaS platform. Technically- and business-minded Project Managers, Business Analysts, Systems /or Software Developers or candidates with experience with setup and delivery of similar SaaS products will be given priority consideration. 


Role and responsibilities 

  • Provide advice and guidance as the subject matter expert to ensure successful ongoing usage of and value from the ZeroFox platform configuration
  • Act as the primary technical support lead for all requests for new platform configuration and changes to use cases within the customer environment. Work with the customer on an ongoing basis, attending all recommended calls and meetings at customer location/onsite 
  • Design and develop innovative solutions to customer requirements using ZeroFox’s platform and/or integrations to customer technologies, including API-based integrations
  • Deliver web-based training to user groups to support organizational adoption 
  • Undertake discovery and education activities to identify opportunities for ZeroFox usage across organizational functions and processes 
  • Function as a frontline technical resource for “best practice” and informal customer questions 
  • Initiate engagement with other ZeroFox resources when needed as a customer advocate to ensure speedy resolution of customer issues 
  • Engage with ZeroFox internal organizations including Product, Customer Operations, Services, etc. as the customer advocate on product roadmap discussions and ongoing service needs
  • Maintain current functional and technical knowledge of ZeroFox service options
  • Help document best practices in developing and using ZeroFox solutions


Required qualifications and skills 


  • Experience in a related function, typically obtained in 3+ years 
  • Must have ACTIVE TS/SCI Security Clearance 
  • Experience with SaaS-based platform configuration and maintenance for enterprise organizations 
  • Direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, and/or start-up companies
  • Successful management of customer support engagements to completion with high levels of  customer delight
  • Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems
  • Exceptional verbal and written organizational, presentation, and communication skills 
  • Customer service orientation and belief in teamwork, collaboration, adaptability and initiative
  • Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment 
  • Willingness to travel as required based on customer and business need 


Desired qualifications and skills


  • Knowledge of data analytics, dashboards, and reporting
  • Skill with various workflow tools: JIRA, SQL, SalesForce, Google Apps, Zendesk.
  • Bachelor’s or Graduate degree, preferably in Computer Science, Information Systems, Cyber, or other similar background
  • Propensity to thrive on change and general dissatisfaction with the “status quo” founded on the belief that great is better than good
  • Certifications: CISSP, CISA, Security+
  • Past experience working in customer success, technical support, configuration and / or training capacity


ABOUT ZEROFOX

ZeroFox’s mission is clear: we protect customers - their data, their assets and their people - across the internet. Through AI-powered technology, global intelligence collection and services provided by a team of expert analysts and threat hunters, we give customers the protection and intelligence needed to disrupt a new era of attacks on the surface, deep and dark web. Now is a great time to join the Fox Den: with $150M+ in funding to date, recognition from Forrester as best-in-class in brand intelligence and numerous awards and honors, joining the ZeroFox team means joining a culture that is committed to excellence and growth. That means committing to the success of each of our employees so you can be the best version of yourself on the best team. If you’re ready to join a team that is mission-oriented, customer-focused, collaborative and dedicated, you’ve come to the right place.


Equal Opportunity, Diversity & InclusionWe aim to build a team that represents a variety of backgrounds, perspectives, and skills. We embrace inclusion and ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, military or veteran status, or any other personal characteristic.

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