Technical Account Manager (East Coast)

Vectra - Miami, FL

Full-time

Miami, FL

Professional, Scientific, and Technical Services

About the position

As a Technical Account Manager (TAM) at Vectra, you will be instrumental in building and maintaining strong relationships with enterprise customers. Your role will involve understanding their unique business needs and providing tailored guidance to maximize the value they derive from Vectra's cybersecurity solutions. You will leverage your expertise to guide customers through their journey, ensuring satisfaction and identifying growth opportunities.

Responsibilities

• Cultivate and nurture strong relationships with enterprise customers, serving as their trusted advisor and advocate.
• Proactively guide customers towards realizing the full potential of their Vectra investment through strategic guidance and support.
• Provide technical expertise and support to ensure seamless integration into customers' environments.
• Identify and pursue expansion opportunities within existing customer accounts, collaborating closely with the sales team to drive revenue growth.
• Assess renewal risks and develop proactive strategies to address potential challenges.
• Respond effectively to customer incidents and crises, coordinating cross-functional teams to ensure timely resolution and minimize disruption.
• Create and implement repeatable programs and processes to optimize product adoption, usage, and alignment with customer business objectives.
• Monitor and report on key performance indicators (KPIs) to measure customer satisfaction, health, adoption rates, and overall success.
• Travel to customer sites as needed to provide in-person support and build stronger relationships.

Requirements

• A solid understanding of network security, enterprise software, and cybersecurity best practices.
• Minimum of 5 years of experience in a customer-facing role, preferably within enterprise subscription-based vendors.
• Proven track record of successfully supporting high-touch enterprise customers.
• Familiarity with security product lines (firewalls, sandboxing, SIEM, forensics).
• Understanding of TCP/IP, DNS, VPN, and SSL technologies.
• Strong project management skills with a focus on detail and execution.
• A passion for delivering exceptional customer experiences and driving business outcomes.
• Proven ability to establish and maintain strong relationships with C-level executives.
• Excellent written and verbal communication skills, including strong presentation abilities.
• Strong analytical and problem-solving skills to identify opportunities and address challenges.
• Relevant Bachelor's degree, preferably in computer science or a related field.