Technical Account Manager
2 days ago
Description
• Manage, escalate, and drive resolution of technical, service and infrastructure issues to augment our customer support team. • Manage onboarding, implementation, and periodic customer health checks. • Ensure customer success through product training and developing and sharing best practices. • Act as the customer advocate with internal Halcyon stakeholders to ensure customer feedback is adequately documented and assessed by internal parties. • Engage with customers at all levels of their organization, from the front lines to the C-suite. • Perform in-depth analysis and diagnosis for Halcyon Agents operating on Windows, macOS, and Linux and follow up with recommendations and action plans within the service level objectives. • Develop and test solutions for complex problems while conveying customer needs to the Engineering and Product Development teams. • Respond to escalations via phone or email promptly, courteously, and professionally. • Document technical resolutions in the knowledge base as needed. • Learn and develop new skills quickly as required. • Perform other duties as assigned. • Escalate customer issues to management when appropriate. • Maintain control of the overall resolution for any escalated case, leading cross-functional groups as needed. • Participate in technical communications within the team to share best practices and learn about new technologies and complementary security applications. • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal. • Support the sales teams in identifying account expansion opportunities.
Requirements
• At least five years of Customer Success / Support / Technical Account Management in a SaaS organization. • Bachelor's degree in a related field; a Master’s degree or PhD can substitute for equivalent years of experience. • Ability to configure Windows Operating Systems to capture crash dumps and conduct preliminary dump-file analysis. • Proficiency in navigating macOS and Linux operating systems via terminal, with familiarity in executing various terminal commands to effect change or capture device information. • Familiarity with network topologies, edge devices (including routers and proxies) and troubleshooting techniques. • Ability to provide customer support and utilize customer support tools effectively. • Strong verbal and written communication skills, with the ability to interact with stakeholders of varying levels of technical knowledge.
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