Technical Account Manager - NAM

Transmit Security - Boston, MA

Full-time - Mid Level

Remote - Boston, MA

101-250 employees

Professional, Scientific, and Technical Services

About the position

Transmit Security is seeking a Technical Account Manager to join our dynamic team in Boston, MA. In this role, you will be pivotal in building and nurturing key technical relationships with our customers, ensuring they fully leverage the Transmit platform to drive adoption and success. Your strong leadership skills, combined with deep technical knowledge and problem-solving abilities, will enable you to collaborate effectively with various internal teams to deliver a world-class customer experience. As a Technical Account Manager, you will champion the onboarding experience for new customers, working closely with Product, Research & Development, and Professional Services teams to ensure timely product integrations that maximize customer value. You will develop a comprehensive understanding of our customers' environments and use cases, acting as their advocate within Transmit Security. Your role will also involve identifying and resolving technical roadblocks, presenting product roadmaps, and participating in Quarterly Business Reviews to highlight progress and opportunities for expansion. This position requires a proactive approach to managing customer technical responses during incidents and ensuring that internal actions are executed promptly. You will also be responsible for leading customer enablement sessions, providing insights into Transmit product features, best practices, and knowledge transfer. Your ability to work collaboratively with Sales and Field Engineers will be crucial in developing new opportunities and maintaining the health of customer accounts.

Responsibilities

• Ensure our customer's success and adoption of Transmit Security's solutions
• Build knowledge of customer's environments and use cases to become the customer's champion at Transmit Security
• Understand our customers' business and technical needs, use cases and priorities, and provide technical guidance on how best to leverage Transmit Solutions to achieve our customers' desired outcomes
• Champion the onboarding experience of new customers and driving time-to-value and ROI for customers by partnering with Product, Research & Development and Professional Services teams to deliver world class product integrations
• Identify and drive resolution of technical roadblocks for customer realizing value of Transmit products
• Develop a deep technical understanding of Transmit's products, their features, functions and architect solutions to address customers business and security needs
• Lead the post-sales team working with Product and Research & Development counterparts to shape Transmit products to meet our customers evolving needs
• Help manage and shape customer technical response during incidents, and ensure internal action is being executed urgently
• Present product roadmap and confirm alignment with the customer's business goals and priorities
• Participate in Quarterly Business Reviews with the Customer to highlight progress, opportunities for expansion, address blockers and enhance our partnership
• Act as a 'trusted' technical adviser to the customer to strengthen customer relationships
• Develop and lead in-person, remote and webinar Customer enablement sessions on Transmit Product features and use cases, best practices, and knowledge transfer
• Work with Sales and Field Engineers to develop new opportunities and provide continual and consistent feedback on health and wellbeing of the account
• Be accountable for the solution provided to the customer to ensure great service, customer satisfaction and success

Requirements

• Demonstrated technical leadership in B2B SaaS Customer Success, Solution Engineering, Technical Account Management, or services/support positions
• A track-record of successfully working with cross-functional internal teams leading technical projects and resources. This role will require light Project Management skills, demonstrated experience is a plus
• Deep and proven technical knowledge in Risk/Fraud and Identity and Access technologies - SSO, SAML Federated Identity, OAuth, OIDC, RBAC, REST APIs, Certificates and Management (trust chain), Identity Orchestration, WebAuthn (FIDO2 Passkeys)
• Technical awareness of AWS, Azure, GCP cloud architectures and OpenShift and Kubernetes frameworks
• Technical curiosity to learn new bleeding edge technologies and platforms, and apply this knowledge to support customers in their journey with Transmit
• Strong communication/presentation skills within all levels of management
• Experience developing, executing and driving adoption of key strategic initiatives across cross-functional teams
• Strong organizational skills and the ability manage competing priorities with minimal supervision
• Agility to adapt to quickly changing technical, business and market needs
• Willingness to travel as needed to support customer engagements in North America (up to once a month)

Benefits

• Great Culture - We work hard, act with integrity, are transparent, act as a team and celebrate our successes
• Career Growth - Growing fast, we create opportunities for advancement and financial reward
• Health Benefits - Fully funded medical, dental, vision coverage for you and your family
• Other Benefits - 401K, EAP, hybrid-work, commuter benefits for office employees, parental leave, life/disability/AD&D insurance, pet insurance, home insurance and more!