Technical Account Manager, Post Sales, SME

Qualys - Billings, MT

Full-time - Mid Level

Billings, MT

Professional, Scientific, and Technical Services

About the position

The Technical Account Manager (TAM) at Qualys plays a crucial role in managing relationships with Small and Medium Enterprise (SME) customers. This position is primarily focused on ensuring customer satisfaction and fostering long-term partnerships. The TAM is responsible for the post-sales experience, which includes renewing and upselling services to the client base on a quarterly basis. This involves not only maintaining regular communication with existing customers but also performing technical checkups to ensure that the services provided are meeting their needs effectively. In this role, the Account Manager serves as the primary point of contact for customers, addressing inquiries and coordinating with various internal resources such as Support, Pre-Sales, and Management. A key aspect of the position is gathering customer feedback, use cases, and other relevant details, which are then communicated to the internal organization and Product Manager. This feedback is vital for driving product development and aligning company direction with customer needs. Success in this role is measured by the annual renewal rate and upsell rate of SME customers, as well as their overall satisfaction with the services provided. The Technical Account Manager will collaborate closely with Pre-Sales teams to assist in closing deals from a technical standpoint, ensuring that customers are not only satisfied but also see the value in expanding their use of Qualys services.

Responsibilities

• Manage relationships with Small and Medium Enterprise (SME) customers to ensure satisfaction.
• Renew and upsell services to the client base on a quarterly basis.
• Perform regular technical checkups with existing customers.
• Serve as the primary point of contact for customer inquiries and issues.
• Gather customer feedback, use cases, and details to inform internal teams and product direction.
• Collaborate 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, specifically in Network Security, IT-Auditing, and Policy Compliance solutions.
• General knowledge of IT security fields including Firewall, IPS/IDS, Vulnerability Management, Network Scanners, PCI, and Policy Compliance/GRC-IT.
• Familiarity with Federal Regulatory Compliance issues such as HIPAA, GLBA, Sarbanes Oxley (SOX), FISMA, and SCAP.
• Knowledge of Auditing Frameworks like CIS, NIST, CobiT, ISO27001, ITIL, and NERC-CIP is a plus.
• Excellent written and verbal communication skills.
• Strong work ethic with a proactive 'make it happen' attitude.

Nice-to-haves

• Experience in customer-facing roles within the IT security sector.
• Familiarity with enterprise security solutions and tools.