Technical Account Manager

March 13

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Deepwatch

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Deepwatch is a leading managed security platform for the cyber resilient enterprise. The company integrates detection and awareness technologies with effective responses to provide seamless enterprise protection. Deepwatch offers managed detection and response, endpoint detection and response, vulnerability management, and managed firewall services. With Deepwatch, companies can expect reduced false positives, improved security posture, and exceptional ROI. The platform combines cutting-edge software, industry-leading security technologies, and a dedicated expert team to ensure comprehensive protection across all fronts. Deepwatch positions itself as an extension of its clients' teams, offering services from advanced threat detection and response to personalized security programs tailored to each business's risk tolerance and resources.

Computer Security • Managed Security Services • Infosec • Information Security • SOC

201 - 500 employees

🔒 Cybersecurity

🏢 Enterprise

🔐 Security

📋 Description

• Serve as the main point of contact for assigned customers, ensuring a seamless and evolving relationship as their business needs change. • Understand each customer’s organizational structure, goals, and initiatives, leveraging this knowledge to drive results and foster long-term success. • Act as the trusted advisor, providing proactive guidance and ensuring that customers are continuously engaged with Deepwatch’s services. • Collaborate with internal teams (sales, technical, support, and product) to ensure smooth onboarding, timely issue resolution, and alignment with customer expectations. • Monitor customer health and satisfaction using data and metrics to identify areas of improvement and ensure that customers achieve their desired business outcomes with Deepwatch’s solutions. • Work cross-functionally to achieve contract renewals, upsell, and cross-sell opportunities, identifying additional value Deepwatch can provide based on customer needs. • Prepare and deliver strategic business reviews and presentations to senior executives, showcasing progress, value delivered, and future opportunities. • Manage and resolve customer escalations, working with internal teams to conduct root cause analysis (RCA) and create action plans for resolution. • Develop and manage detailed project schedules that include timelines, milestones, and deliverables.

🎯 Requirements

• 3+ years of experience in customer success, account management, or a related role, ideally in the cybersecurity, SaaS, or technology services industry. • Proven track record of managing complex customer relationships and delivering technology-based services that drive business outcomes. • Strong understanding of the cybersecurity landscape, including threat detection, SIEM (Security Information and Event Management), EDR (Endpoint Detection and Response), and MDR (Managed Detection and Response) solutions. • Ability to communicate technical concepts to both technical and non-technical stakeholders. • Exceptional verbal and written communication skills, with the ability to craft clear, concise, and impactful messaging for diverse audiences. • Experience presenting to and influencing senior-level executives and stakeholders. • Strong problem-solving skills, with the ability to address complex challenges and identify creative solutions in a fast-paced environment. • Demonstrated ability to think critically and manage customer relationships with a focus on long-term value. • A customer-first mentality with the ability to build and maintain strong, trusted relationships. • High emotional intelligence and the ability to navigate challenging conversations and difficult situations with grace. • Strong organizational skills and the ability to manage multiple projects and priorities simultaneously. • Experience using project management tools and techniques to track progress and ensure timely execution of customer initiatives. • Ability to thrive in a fast-paced, ever-changing environment. • Strong desire to learn and grow, with a willingness to deepen your technical knowledge of cybersecurity and related technologies. • Bachelor’s degree in Information Technology, Cybersecurity, Business, or a related field, or equivalent work experience.

🏖️ Benefits

• Medical, dental, vision, and disability insurance • Flexible Time Off (FTO), 9 company holidays, sick leave and 8-Weeks Paid Parental Leave • Unique professional development benefits, starting at $3,000 annually • Wellness contests and monthly educational programs • 401(K) retirement program with employer match