Technical Account Manager

Technical Account Manager - (East / Midwest US)

Careers / Professional Services & Customer Success

Technical Account Manager - (East / Midwest US)

JOB DESCRIPTION

Gurucul is currently seeking a highly skilled and motivated Technical Account Manager to develop and expand customer relationships with our company's most strategic accounts, and promote successful adoption, retention, and loyalty, leading to successful renewals and a world class customer experience. The ideal candidate will build strong relationships with influencers and decision makers; understand customer challenges and the expectations from SOC/security teams; have in-depth understanding of cybersecurity data sets, use cases and technologies, account and project management skill; and have the tenacity and proactive approach to drive value and desired outcomes for customers.

While this is a remote position, candidates should be located in the United States on the East Coast or the Midwest. This role will include up to 25% travel.

RESPONSIBILITIES:

Customer Relationship Management:

• Manage assigned customer portfolio
• Develop and maintain strong relationships with key stakeholders at all levels, from the executive team to the analysts and engineers to the strategic partners in the account within customer organizations.
• Act as the primary point of contact for technical inquiries, issues, and escalations
• Quarterback customers through the full customer life cycle, from onboarding through steady state (on-going operational use)
• Conduct quarterly service reviews for more in-depth check-ins for product health and successful detection, investigation, and proactive hunting capabilities
• Manage the overall customer success with Gurucul products and services
• Champion customer renewal and expansion

Technical Guidance and Support:

• Understand the customer's security posture, including the security strategy, initiatives, gaps, team, technology, and processes to define, recommend, and execute the implementation roadmap using Gurucul platform
• Act as a trusted cybersecurity advisor and provide thought leadership to clients in the cybersecurity NextGen SIEM, UEBA, ITDR, and Insider Threat spaces
• Provide guidance on use case implementation based on customer's security posture and priorities
• Provide expert technical advice and support to customers regarding product implementation, configuration, and optimization
• Assist customers in troubleshooting and resolving technical issues, ensuring timely and effective solutions

Onboarding and Training:

• Lead the onboarding process for new customers, ensuring a smooth transition and successful implementation of products or services
• Collaborate with Gurucul sales, PS team, support, product, and leadership team to ensure successful deployment and operationalization of the Gurucul platform in customer environment
• Conduct training sessions and workshops to educate customers on product features, best practices, and usage

Account Planning and Strategy:

• Collaborate with customers to understand their business goals and develop tailored account plans that align with their objectives.
• Provide consultation to drive maximum value of customer's investment, including "stickiness" and full utilization of the product
• Coordinate and meet onsite in-person for quarterly business reviews to drive customer relationships and partnerships
• Identify opportunities for upselling or cross-selling additional products and services based on customer needs
• Collaborate with sales teams to ensure growth attainment and increased footprint

Performance Monitoring and Reporting:

• Monitor customer usage and performance metrics to ensure they are achieving desired outcomes
• Provide regular reports and updates to customers on product performance, usage trends, and recommendations for improvement

Collaboration with Internal Teams:

• Work closely with sales, product management, and engineering teams to relay customer feedback and advocate for customer needs
• Collaborate with product teams to influence product roadmap based on customer requirements and industry trends

Issue Escalation and Resolution:

• Manage and escalate complex technical issues to the appropriate internal teams, ensuring timely resolution and customer satisfaction
• Follow up with customers to ensure that issues have been resolved to their satisfaction

Technical Documentation and Reusable Artifacts:

• Create and maintain technical documentation, including user guides, FAQs, and knowledge base articles, to assist customers in self-service
• Share best practices and resources to help customers maximize the value of the products or services
• Create reusable tools and best practices for seamless migration to Gurucul products

Customer Advocacy:

• Maintain understanding of customer specific deployment in terms of architecture, key data sources and use cases, operational KPIs
• Act as the voice of the customer within the organization, providing insights and feedback to drive product improvements and enhancements
• Manage all actions related to customer feature requests
• Participate in customer advisory boards or focus groups to represent customer interests

Continuous Improvement:

• Stay updated on industry trends, emerging technologies, and competitive landscape to provide informed recommendations to customers
• Seek opportunities to improve processes, tools, and resources to enhance customer experience and satisfaction

Risk Management:

• Closely review, monitor and report periodic (weekly / monthly / quarterly) account / program health and value delivery across multiple customers
• Identify potential risks related to customer satisfaction and product usage, and proactively address these issues to mitigate impact

REQUIREMENTS:

• Bachelor's Degree in Computer Science or related field, or equivalent work experience
• 2-5 years of prior experience as a Technical Account Manager
• At least 3 years of experience in a cybersecurity-related role
• Understanding of and/or implementation experience with a variety of security tools (SIEM, UEBA, XDR, EDR, etc.)
• Experience with OS command line, scripting skills, RegEx, Grok patterns are a plus
• Excellent communication and interpersonal skills, with extensive experience working directly with clients, partners, and stakeholders
• Excellent problem-solving skills and an analytical mindset

COMPENSATION & BENEFITS:

• $90,000 - $150,000
• Gurucul offers a competitive compensation package, including medical/dental/vision/life insurance, EAP, 401K, Paid Time Off, and paid Holidays

To apply:

Please send resumes to jobs@gurucul.com for consideration.