HiringCafe
Posted 1d ago

Technical Account Manager

@ Portnox
View All Jobs
United States
RemoteFull Time
Responsibilities:delivering services, owning relationships, proactively identifying
Requirements Summary:5+ years in technical professional services in enterprise tech; BS in CS/Engineering/Technology; strong networking and troubleshooting; Portnox solutions experience preferred; travel up to 15%.
Technical Tools Mentioned:tcpdump, Wireshark, TCP/IP, Linux, Portnox
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Job Description
As a Technical Account Manager at Portnox, you will play a critical role in ensuring successful customer experiences. You will provide professional services to customers while also owning relationships with a portfolio of strategic clients to optimize the adoption of our solutions.

Key Responsibilities

  • Deliver on-site and off-site Portnox professional services, including product deployment, configuration, health checks, optimization, training, and troubleshooting. 
  • Own customer relationships and ensure they achieve desired outcomes, realizing the value of their investments in Portnox solutions. 
  • Proactively identify and prioritize customer issues, develop actionable plans, and drive them to successful completion. 
  • Collaborate with customers to create and implement customer success plans that align with their business and technical objectives. 
  • Establish relationships with customers through regular meetings to understand their environments and how Portnox solutions can meet their needs. 
  • Create customer deliverables (QBRs, upgrade plans) suitable for diverse stakeholders, from senior executives to end-users. 
  • Coordinate activities with the assigned Adoption Engineer to enhance customer engagement and success. 
  • Partner closely with sales, product management, engineering, and customer support teams to ensure exceptional customer satisfaction. 
  • Stay updated on product capabilities, configurations, and integrations through training and lab work. 
  • Identify and recommend new customer service opportunities to sales and customers, fostering expansion and renewal opportunities. 
  • Manage account escalations effectively with internal stakeholders, ensuring positive outcomes in stressful situations. 
  • Occasional travel required, up to 15% of the time for onsite customer engagements and meetings. 

Skills, Knowledge, and Expertise

  • Bachelor’s degree in Computer Science, Engineering, Business, Technology, or a related field. 
  • 5+ years of technical professional services experience in a customer-facing role, with an emphasis on customer success in enterprise technology. 
  • Strong experience in network troubleshooting and configuration (e.g., tcpdump, Wireshark). 
  • Knowledge of TCP/IP and enterprise network protocols (LDAP, DNS, SMTP, SNMP, DHCP). 
  • Experience in network equipment configuration (Switch, Router, Firewall). 
  • Hands-on experience with Portnox solutions and a fundamental understanding of networking and cybersecurity. 
  • Linux O/S (Ubuntu and CentOS) installation, security configuration, and management experience. 
  • Ability to gather, analyze, and interpret data to take effective action. 
  • Excellent verbal and written communication skills, including the ability to present technical information to diverse audiences. 
  • Strong negotiation skills and the ability to constructively address customer concerns. 
  • A self-motivated individual with a positive attitude who can work independently in various environments, including enterprise, commercial, and military/government agencies. 
  • Certifications (FSCA and/or FSCE) and security certifications (CISSP, SSCP, GIAC) are preferred.