Owl Cyber Defense - Morrisville, NC

posted 4 months ago

Full-time - Mid Level
Morrisville, NC

About the position

Owl Cyber Defense is seeking a Technical Account Manager to join our Professional Services team. This role is pivotal in ensuring that our government clients receive exceptional support for our Tactical Cross Domain security appliances. As the primary liaison between Owl Cyber Defense and our major clients, the Technical Account Manager will be responsible for understanding and addressing the technical needs of our customers, ensuring their satisfaction before and after the sale. This position requires a deep understanding of our products and services, as well as the ability to develop strong relationships with larger and more complex clients to drive revenue growth. In this role, you will monitor service requests and gain a comprehensive understanding of the client's environment and installed product base. You will assist clients in planning changes and addressing all product-related queries promptly. Additionally, you will coordinate follow-up training for customers to ensure they can use our products effectively and manage maintenance updates and upgrades. Your feedback will be crucial in helping our developers identify potential new features or products based on customer needs. The Technical Account Manager will also be responsible for reporting on product performance, coordinating system health checks, and identifying solutions to reduce support costs. You will analyze customer needs and suggest upgrades or additional features to meet their requirements. Furthermore, you will actively promote and establish sales pipelines for the sales department to win new business and increase sales, while establishing best practices and functioning as the customer champion for all assigned accounts. This role may require up to 30% non-local travel to client locations to ensure satisfaction and promote ongoing contract renewals.

Responsibilities

  • Monitor service requests and understand the client's environment and installed product base.
  • Assist the client in planning changes and addressing all product-related queries on time.
  • Coordinate follow-up training for customers to use products effectively.
  • Coordinate maintenance updates and upgrades for clients.
  • Provide developers with customer feedback to help identify potential new features or products.
  • Report on product performance and coordinate system health checks.
  • Identify solutions to reduce support costs for clients.
  • Analyze customers' needs and suggest upgrades or additional features to meet their requirements.
  • Actively promote and establish sales pipelines for the sales department to win new business and increase sales.
  • Establish best practices and function as the customer champion for all assigned accounts.
  • Travel as required, which may be up to 30% non-local travel.

Requirements

  • Bachelor's Degree preferred in a related field.
  • 5-8 years of proven work experience as a Technical Account Manager.
  • Solid technical background with hands-on experience with Cisco Products (VoIP, Switches, Routers, Firewalls).
  • Experience with LINUX and Cross Domain Solutions.
  • Knowledge of Network Engineering and Tactical product experience in the Federal space.
  • Excellent verbal and written communication skills.
  • Strong analytical and problem-solving skills.
  • Ability to effectively operate in a Government Civilian and military environment.
  • Must have a DoD or IC clearance, Top Secret/SCI Clearance. Polygraph is a plus.
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