Technical Account Manager

Delinea - Remote, OR

Full-time - Mid Level

Remote, OR

Fabricated Metal Product Manufacturing

About the position

The Technical Account Manager at Delinea plays a crucial role in ensuring customer success by serving as a technical subject matter expert for the company's Privilege Access services. This position involves engaging with enterprise customers to facilitate the deployment of Delinea solutions, monitor customer health, and resolve high-priority issues. The Technical Account Manager acts as a trusted advisor, advocating for customer interests within the organization and ensuring that clients derive maximum value from their investment in Delinea's products.

Responsibilities

• Serve as a technical subject matter expert for Delinea's Privilege Access services and product offerings.
• Act as the customer trusted advisor to ensure engagement and success with the Delinea solution deployment.
• Regularly monitor customer health and communicate results with regional sales, support, and renewals teams.
• Deliver remote services to new and existing customers including software configuration, onboarding, and training.
• Engage with customers to quickly resolve high priority issues impacting their service delivery.
• Track new bugs, product releases, and security vulnerabilities, proactively notifying customers of any changes.
• Serve as the customer advocate for promoting customer interests within Delinea Engineering and Product Management organizations.
• Conduct regular review sessions to validate plans, configurations, and designs centered around Delinea software and operations.
• Document customer environment details and share with Delinea Support and Engineering teams for faster issue resolution.
• Coordinate and oversee Early Beta Access program of new releases, identifying opportunities to impact future product direction.
• Travel to customer facilities primarily in North America for Quarterly Business Reviews and Solution assessments, subject to travel restrictions.
• Maintain an established level of performance with customers measured via satisfaction surveys.
• Foster and leverage key relationships inside Delinea to influence various functional groups to solve customer issues quickly.
• Develop and present executive-facing reports summarizing real-time situational updates and analysis.

Requirements

• 4+ years of experience in a similar role as a Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant, or Sales Engineer.
• Understanding of applications, infrastructure, and processes used in large organizations integrated with Privilege Access Management solutions.
• Previous experience with Delinea or other Privilege Access Service solutions such as CyberArk or BeyondTrust is a plus.
• Experience leading large, transformational technology projects that cross typical enterprise silos.
• Proven ability to address significant technical challenges with minimal supervision or guidance.
• Demonstrated ability to plan, organize, and prioritize multiple projects and responsibilities weekly.
• Comfortable interfacing directly with complex, multi-divisional, multi-geographical clients, preferably at the director level.
• Strong written and verbal communication skills in a professional setting, with the ability to articulate complex operations to technical audiences.
• Ability to construct clear and concise documentation identifying current and established operational procedures.

Nice-to-haves

• Experience with Microsoft Active Directory administration and design.
• Expertise with at least one major Infrastructure as a Service (IaaS) provider such as Microsoft Azure or Amazon.
• UNIX and/or Linux administration experience in large organizations.
• Experience with NIS or LDAP administration.
• Strong compliance knowledge (PCI, SOX, GLBA, etc.) related to infrastructure security and access management.
• Demonstrated capabilities with scripting languages such as Perl and PowerShell.
• Network Storage Device Administration experience.
• Experience with Microsoft SQL Reporting Services.
• Experience with Microsoft Clustering Services (MCS).
• Experience with RabbitMQ or message brokering.

Benefits

• Competitive salaries
• Meaningful equity and bonus program
• Full suite of medical, dental, and vision insurance
• 401(k) matching
• ROTH options
• Comprehensive life insurance
• Short-term and long-term disability insurance
• Employee assistance program
• Generous discretionary time off (DTO)
• 12 paid holidays
• 12 weeks of paid leave for new birth, adoption, surrogacy, or foster-to-adopt primary caregivers
• 6 weeks of paid leave for secondary caregivers