Technical Account Manager, Post Sales, SME

QLYS_US Qualys, Inc.

Full-time - Mid Level

5,001-10,000 employees

About the position

The Technical Account Manager is responsible for managing relationships with Small and Medium Enterprise (SME) customers, ensuring their satisfaction and success with the company's services. This role involves renewing and upselling services, performing technical checkups, and serving as the primary point of contact for customer inquiries. The Account Manager will gather customer feedback and collaborate with internal teams to drive product direction, with success measured by renewal and upsell rates as well as overall customer satisfaction.

Responsibilities

• Manage relationships with Small and Medium Enterprise customers.
• Ensure customer satisfaction and success with services.
• Renew and upsell services quarterly to the client base.
• Perform technical checkups on a regular basis with existing customers.
• Serve as the primary point of contact for customer inquiries.
• Assist customers with inquiries using resources such as Support, Pre-Sales, or Management.
• Gather customer feedback, details, and use cases to inform internal teams.
• Work closely with Pre-Sales to assist in closing customers from a technical perspective.

Requirements

• 2-3 years of experience in the Software-as-a-Service (SaaS) industry providing Network Security, IT-Auditing, and Policy Compliance solutions.
• Background in security and systems/networking.
• General knowledge of IT security fields including Firewall, IPS/IDS, Vulnerability Management, and PCI compliance.
• Familiarity with Federal Regulatory Compliance issues such as HIPAA, GLBA, and Sarbanes Oxley (SOX).
• Knowledge of Auditing Frameworks such as CIS, NIST, and ISO27001.
• Excellent written and verbal communication skills.
• Strong work ethic with a 'make it happen' attitude.

Nice-to-haves

• Knowledge of various enterprise security solutions.
• Experience with compliance and audit tools.

Benefits

• Remote work flexibility
• Equal Opportunity Employer policies
• Access to a talent community for job opportunities