Technical Account Manager

About the Company:

ThreatModeler Software Inc. is industrys #1 automated Threat modeling platform. The successful team members will initially support our services clients, where ThreatModeler was awarded a single or multi-year competitive contract. The effort is to perform client implementations, ranging from gathering client requirements for Threat modeling services and rolling out ThreatModelers platform across the enterprise.

About the Role:

ThreatModeler is seeking to hire a highly skilled Technical Account Manager to provide account management and high-level technical support to project teams and customers. Also mentor and train technical account specialists. Visit customers within an assigned area to ensure services are functioning well and advise them of opportunities for additional services and product solutions as well as coordinate the installation and integration of services for customers.

Responsibilities:

• Communicate with clients and internal teams to explain products and implementation schedules
• Document technical requirements, schedules and client interactions
• Test, conduct quality assurance and validate for technical feasibility and product launch
• Respond to technical concerns and problems, ensuring smooth implementation and launch
• Builds and grows relationships with both technical staff and senior management from the customer team
• Drives and tracks customer escalations, including partnering with the Product Management, Sustaining engineering, and Professional Services teams
• Ensures that all cases opened for their accounts are being actively worked and progressing towards an expeditious resolution
• Diligently does the on boarding of new accounts
• Partners closely with product management to ensure that customer requirements are logged and appropriately prioritized and also ensure that future product direction aligns with customer road map
• Actively contributes and leverages standards and best practices, staying current on both the technology and product fronts

Qualifications:

• Excellent communication skills appropriate to both technical and management clients, including effective interaction with senior executive to C-level personnel
• Strong organizational skills with an ability to manage competing client demands, multiple priorities, commitments and projects
• Strong analytical skills regarding technical and project management issues
• 7+ years’ experience in a “customer facing” environment such as sales, technical consulting or enterprise customer support;
• Ability to troubleshoot technical issues at a high level to determine the appropriate path to resolution
• Exemplary customer service attitude with business development and customer relationship management experience
• Ability to facilitate and harness cross-team collaboration working with teams in person and virtually
• Bachelor’s or Master’s degree in Computer Science, Information Systems, Engineering or equivalent experience
• IT business process skills and certifications (PMP, ITIL, Six Sigma, etc.) are preferred
• Previous experience with customer facing documentation or building process, ability to transcribe release notes into customer facing documentation