Remote account-manager Jobs

This Month

Technical Account Manager, Jira Align - EMEA, Amsterdam
 
manager account manager saas Apr 01
Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, we will provide the choice to work from home or return to work in an office unless a job requirement makes it necessary for a particular role to be performed at an Atlassian office.

Atlassian Technical Account Managers (TAMs) for Jira Align guide our largest customers to build and deliver amazing value to their business with Jira Align. TAMs for Jira Align are technology and process champions. They provide thought leadership, analysis and meaningful insights to frame a customer’s strategic direction. We then partner with our customers to help them achieve these business outcomes on Atlassian. TAMs for Jira Align work with their customers to better understand their Agile scaling needs and how Jira Align can meet their transformation efforts. You'll be the customer's trusted advisor from Atlassian to accelerate the effectiveness of their teams using Atlassian's Jira Align solution.

As a Technical Account Manager (TAM) for Jira Align, you will be responsible for maintaining key relationships with our post-sale Jira Align customers. You'll also reach into all parts of Atlassian to champion the customer’s cause and facilitate a deeper level of engagement with the customer. You will help our strongest promoters showcase their successes to their peers, and serve as the tip of the spear in growing the reach of our technologies for new use cases and markets. Atlassian TAMs for Jira Align strive to help enterprise customers get the most of their Atlassian investment.

Up to 30% travel may be required for this role.

On your first day, we'll expect you to have

  • 5+ years of experience within SaaS companies
  • 2+ years of Enterprise customer facing roles
  • Strong familiarity with the principles of agile and lean development methodologies, including SAFe
  • Experience helping organizations scale Agile principles
  • Demonstrated ability to take customer insights from the field and inspire changes to the business
  • Customer interview skills, including the ability to dig deep into root causes
  • Analytical skills to identify and articulate themes from customer data
  • Experience working on cross-functional projects, engaging closely with Sales, Product, Support and other teams
  • Experience helping an organization adopt an Atlassian product or similar
  • Project management skills
  • Confidence and motivation to creatively tackle problems, self-learn and pivot quickly
  • Fluency in English, and nice to have a second language such as German or French for business communication.”

It’s great if you have, but not required

  • Implementing SAFe® with SPC Certification (4.0 or newer)
More About Our Team

The Atlassian Technical Account Management team is a globally distributed team of Atlassian solutions advisors who are passionate about creating customer success. TAMs engage with enterprise organizations with some of the most complex business challenges, and help them deliver a delightful solution to their business users. TAMs are the trusted advisor whom customers can rely on to help them get the most out of their Atlassian investment and attain their ideal solution for team collaboration. At Atlassian, you'll have a direct impact on millions of users, fast! You won't get frustrated with bureaucracy or slow decision making, because we encourage innovative thinking. We don't just want to know your opinions, we want to see your ideas in action. We hire great people and then trust them to be great.


More about our benefits

Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

More about Atlassian

Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

Additional Information

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

Learn more about Atlassian’s culture, interviewing flow, and hiring process by checking out our Candidate Resource Hub.
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Enterprise Account Manager, Spanish Speaking
manager account manager saas Mar 25
Spreedly is a rapidly growing, growth private-equity funded digital payments company with headquarters located in downtown Durham, North Carolina. We've developed a high volume, global solution to support our vision that the world is better with a diversified, inclusive, payment ecosystem. 

Our employees help build a culture that values independence, transparency, and collaboration in a digital-first communication environment. We hope you do your best work at Spreedly and find a mature workplace striving to support the ebb and flow of work-life harmony.

We’re seeking an experienced, bilingual Enterprise Account Manager to join the Spreedly team to manage and grow our key customer relationships. In this individual contributor role, you will play a critical part in our continued growth by ensuring high levels of customer satisfaction, high retention rates, and growth of the customer’s use of Spreedly in support of their expanding commerce payment strategies. Latin America is a fast growing market and you will be supporting our efforts there with some of Spreedly's most important strategic customers.

The ideal candidate has experience working with large mid-market companies and enterprise organizations and is capable of engaging in business-level and technical conversations at multiple levels of the organization.

Responsibilities

  • Retention - protect renewal revenues by ensuring that clients are deriving maximum value through their use of Spreedly 
  • Growth – track clients’ growth projections against current usage and initiate contract upgrades in a timely manner
  • Communication & planning - regularly review clients’ business priorities and growth strategies and build account plans in support of those strategies

Requirements

  • Bilingual - fluent in both English and Spanish, Portuguese is a plus
  • 3-5 years of customer facing experience
  • 2-3 years of Account Management experience, with assigned revenue goals
  • Track record of account expansion and growing contract value
  • Experience with technology-based solutions and interacting with engineers or developers
  • Comfort working with a wide range of personalities and people
  • Curiosity to learn about payment strategies and growth drivers for key accounts
  • Ability to travel up to 20%(when it is safe to return to travel)

Nice to haves

  • Prior experience at a growth stage SaaS company
  • Prior experience in the payments industry
  • Prior experience in both customer success and sales

What we offer

  • Competitive salary + Equity
  • Outstanding medical and dental benefits(we pay 100% of monthly premiums for employees + families)
  • Life and long-term disability insurance
  • Medical and dependent care FSA
  • Optional vision insurance
  • Open PTO policy
  • 12 weeks paid Family Leave
  • Matching 401k plan (5% up to $5,000 yearly)
  • Monthly digital lifestyle stipend ($150)
  • Professional development opportunities including $3,000 annual stipend and access to LinkedIn Learning

  • When travel and in-office work commences
  • Remote friendly work environment. Even our local employees are remote 3 days per week!
  • Tues./Thurs. are in-office days for local employees - the rest of the week employees are free to work wherever they choose
  • Paid lunches on in-office days for local employees
  • Quarterly visits to HQ for remote employees
Spreedly is an equal opportunity employer. We are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. We actively work to drive out even unintentional discrimination in our hiring processes via practices like blindly graded work samples, structured interviews, and diversity awareness training.

Due to the sensitive nature of what Spreedly does- handling payment data- candidates must complete a successful background check. If you have concerns along those lines, please discuss with us sooner rather than later- we do not want you to waste time in the hiring process and get disqualified at the end if we can help it.

Some of our positions are open to remote applicants. If this is the case it will be sited in the job posting just below the position name. Unless otherwise stated, remote positions are open to candidates in the contiguous US only. We are not set up to support remote employees from CA, NY, or outside the contiguous US. All applicants must have a US work visa.  

We appreciate your interest in our company. Because of the high volume of resume flow, we may only respond to those candidates that we think will be a potential fit.
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Partner Account Manager UK & Ireland
Algolia  
manager account manager saas Mar 25
At Algolia, we are passionate about helping developers & product teams connect their users with what matters most in milliseconds!  

As a Partner Account Manager, you will help build out our momentum in the strategic accounts space by recruiting system integrators, ISVs and digital agencies. Example partnerships could include Shopify, Deloitte Digital, Accenture, Wipro, Cognizant or Sapient as well as Merkle, Isobar, AKQA and other similar firms.  

As an integral part of the Global Alliances Team, the Partner Account Manager will lead the partnership and alliances strategy and execution within their territory with the goal of exceeding Algolia’s partner revenue and growth targets for targeted partner relationships. This role will focus on developing joint solutions, driving sales and marketing alignment, developing joint marketing collateral, and supporting joint selling and channel activities.

The Partner Account Manager will deliver marketing messages regarding Algolia’s strategic partner solutions to a broad audience, including internal stakeholders such as sales and external groups such as clients and prospects. In collaboration with the marketing team, this role will help drive for collateral such as data sheets, white papers, presentations, email templates, blog posts, sales training materials and marketing materials.

YOUR ROLE WILL CONSIST OF:

  • Recruit and account manage key Algolia partners across a range of partner types including large complex consulting companies (Accenture, Publicis, Capgemini), advisor firms, system integrators, technology companies (e-commerce platforms and complimentary SaaS providers such as Salesforce, Adobe, Commercetools, Amplience), often referred to as ISVs to drive revenue (in alignment with our GTM strategy);
  • Territory: UK & Ireland;
  • Develop the local strategy and GTM in your territory to increase revenue from your portfolio of Partners;
  • Coordinate across teams (Solution Engineers, Partner Sales Engineers, AE’s and Business Development) to provide guidance on strategy and prioritization for strategic partner needs and advancement of deals;
  • Primary focus of driving incremental pipeline from joint activities with a set of named partners;
  • Ability to work across a partner organization, with Sales, Marketing and the partners alliances team;
  • Present detailed proposals for new and existing programs and how to scale partnerships;
  • Present and provide updates to NA sales leadership;
  • Develop or assist in the development of joint sales and marketing collateral, white papers, best practices, web content, press releases, case studies, articles, and other materials.

YOU MIGHT BE A FIT IF YOU HAVE:

  • Previous experience as quota carrying Alliance, Channel or Partner Manager;
  • Proven ability to lead cross functional teams both internally and externally;
  • Recent documented success with alliance or partner management;
  • History of establishing new relationships with partners;
  • History of driving joint co-selling and co-marketing activities;
  • Ability to drive creation of whitepapers, best practices, blog posts, competitive comparisons and product datasheets;
  • Experience in a SaaS Account Executive role is a plus;
  • Year of experience range: 5+ years.

WE’RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:

  • GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment
  • TRUST - Willingness to trust our co-workers and to take ownership 
  • CANDOR - Ability to receive and give constructive feedback.
  • CARE - Genuine care about other team members, our clients and the decisions we make in the company.
  • HUMILITY- Aptitude for learning from others, putting ego aside.

BENEFITS:

  • Private Medical Insurance
  • Life and Disability Insurance
  • Business Travel Insurance
  • Pension Plan
  • Flexible work hours and flexible time off policy

PERKS:

  • Competitive pay and equity
  • Your choice of computer, phone, keyboard, you name it.
  • Everything you need to be efficient
  • Coaching and sponsorship to participate and speak at leading industry conferences
  • Ongoing professional education opportunities through internal & external workshops, including public speaking, language learning (English/French)
  • Fun: we spend time together — team building, socializing and making tools that encourage getting to know teammates across offices and continents
  • Charitable contribution matching
  • Unique referral rewards program: refer a candidate, and we’ll donate to your charity of choice
  • $1000 Remote work stipend
  • Meals & happy hours
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This Year

Technical Account Manager - EMEA
Algolia  
manager account manager java javascript ruby php Mar 12
The Technical Account Manager (TAM) serves as a designated technical contact and a trusted advisor to Algolia’s customers. The TAM is the key member of the team, for all technical topics including customer onboarding, training and ensuring the resolution of complex issues with the full context and understanding of the customers specific product and technology environment. The TAM will orchestrate reactive and proactive support across Algolia Product Engineering teams as related to a customer’s operation and optimization of Algolia’s products. By maintaining a long-term relationship with their customers, a TAM gains an understanding of the customer’s overall technical environment, usage trends, and pain points - which is used by the TAM to effectively support customers.

YOUR ROLE WILL CONSIST OF

  • Serve as the primary point of contact, develop and lead the technical relationships for a named set of accounts.
  • Work closely with your account’s Customer Success Manager to ensure the customer’s long term health through a world-class support experience.
  • Manage a diverse and complex scope of support issues across multiple client engagements.
  • Work across the organization and escalate as necessary for confirmation of solutions or other options.
  • Effectively troubleshoot, properly document, and regularly update customer’s support issues.
  • Submit software bug reports to the Engineering team for problems needing attention.
  • Partner with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to your customers.
  • Develop, maintain and present comprehensive case status reports to customers on a regularly scheduled meeting.
  • Proactively identify and work with the customer to resolve technical risks and bottlenecks.
  • Provide guidance on how to optimize the use of their environment.

YOU MIGHT BE A FIT IF YOU HAVE

  • Functional knowledge of at least one programming language such as: JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python
  • Experience with REST API, database management, and web development technologies
  • Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience
  • Proficiency in communicating complex technical issues to both technical and non-technical audiences via phone and email channels
  • Excellence in time management, task prioritization, and evaluation of situational urgency
  • Travel to customers' locations may be required

NICE TO HAVE

  • Familiarity with iOS & Android platforms.
  • Experience supporting open-source projects & their GitHub communities.
  • Experience with Shopify, Magento, and Salesforce.com a plus
  • French speaking is a plus

WE’RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:

  • GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment
  • TRUST - Willingness to trust our co-workers and to take ownership
  • CANDOR - Ability to receive and give constructive feedback
  • CARE - Genuine care about other team members, our clients and the decisions we make in the company
  • HUMILITY - Aptitude for learning from others, putting ego aside

BENEFITS:

  • Private Medical Insurance
  • Life and Disability Insurance
  • Business Travel Insurance
  • Relocation support
  • Flexible work hours and unlimited time off

PERKS:

  • Competitive pay and equity;
  • Your choice of computer, phone, keyboard, you name it;
  • Everything you need to be efficient;
  • Coaching and sponsorship to participate and speak at leading industry conferences;
  • Ongoing professional education opportunities through internal & external workshops, including public speaking, language learning (English/French);
  • Fun: we spend time together — team building, socializing and making tools that encourage getting to know teammates across offices and continents;
  • Charitable contribution matching;
  • Unique referral rewards program: refer a candidate, and we’ll donate to your charity of choice;
  • $1000 Remote work Stipend.
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Technical Account Manager
 
manager account manager devops Mar 02
Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, we will provide the choice to work from home or return to work in an office unless a job requirement makes it necessary for a particular role to be performed at an Atlassian office.

Job Description

Atlassian Technical Account Managers (TAMs) guide our largest customers to build and deliver amazing value to their business with our products. TAMs are technology and process champions, demonstrating thought leadership to frame the customer's strategic direction, and then orchestrate our customer's team past their hurdles so they may achieve their desired outcome. As a TAM, you will deliver value through prescriptive insights and methodologies - whether the customer is establishing an Agile product delivery methodology, optimizing Developer Tools automation, building new Collaboration communities, or improving IT services. You'll be our customer's trusted advisor from Atlassian to accelerate the effectiveness of their teams with Atlassian's solutions.

In this role, you'll cut across multiple technical disciplines and customer roles to guide the implementation, integration, and expansion of the customer's Atlassian stack of Confluence, Jira, and Developer Tools. You'll also reach into all parts of Atlassian to champion the user's cause and facilitate a deeper level of engagement with the customer. You will help our strongest promoters showcase their successes to their peers, and serve as the tip of the spear in growing the reach of our technologies for new use cases and markets.
Atlassian TAMs strive to help enterprise customers improve the benefits of their Atlassian investment.

On your first day, we'll expect you to have:

  • Experience working with large customers in a consulting or technical evangelist capacity, especially in the software or developmental tools industry
  • Experience working with Atlassian products
  • Experience with two or more of the following: DevOps and automation, continuous integration, agile development, real-time collaboration, or IT service management
  • Deep understanding of IT infrastructure and governance, OSI model layers, and critical business process management
  • Interest in working creatively with customers understand technical and business requirements and implement solutions, including change management and technical engagement delivery
  • Public speaking experience or published thought leadership

Required travel:

  • Up to 30% travel may be required for this role.
More about our team

Our Technical Account Management team is a globally distributed team of Atlassian solutions advisors who are passionate about creating customer success. As a part of the team you'll engage with enterprise organizations with some of the most complex business challenges, and help them deliver a delightful solution to business users. TAMs are the trusted advisor whom customers can rely on to help them get the most out of our products and attain their ideal solution for team collaboration. At Atlassian, you'll have a direct impact on millions of users, fast! You won't get frustrated with bureaucracy or slow decision-making, because we encourage innovative thinking. We don't just want to know your opinions, we want to see your ideas in action. We hire great people and then trust them to be great.

More about Atlassian

Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

Additional Information

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.
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Customer Success Manager - Technology Solutions
Percona  
manager account manager saas mongodb mysql postgresql Feb 15
We are looking for a self-motivated, experienced customer success professional or account manager to join our remote workforce as a Customer Success Manager.  Percona’s Customer Success Team is responsible for managing the complete customer lifecycle including onboarding, adoption, renewals, and expansion. You will work cross-functionally with Sales, Service Delivery, and Product Management to ensure the best business outcomes for customers, manage renewals, and provide a voice to our customer base. As a member of this team, you will be a trusted advisor for our customers.  Additionally, you will work with our leadership team to help refine and improve customer success processes and playbooks.

Location/Time Zone: Remote work from home ideally in Americas (any country) supporting clients between the  Americas and Western European time zones.

What You Will Do

  • Manage the complete customer lifecycle including: onboarding, integration, account growth, new product adoption, and renewals
  • Develop a “consultant” perspective to client communications, questions, and meetings
  • Lead and present at regular remote client meetings
  • Analyze customer engagement to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year though proactive touch points and take the lead in developing resolution strategies
  • Work closely with the executive team to translate customer feedback into specific product requirements

Your Experience

  • 3+ years enterprise account management experience, preferably within SaaS or technology sector
  • Strong sales and negotiation skills - preferably Sandler trained or similar
  • Demonstrated overachievement in quota, plus metrics such as renewal rate and contract expansion
  • Impeccable English (written and verbal)
  • Experience navigating complex work processes, tight timelines, and changing teams
  • Extremely detail oriented, self-motivated and organized
  • Expertise in Salesforce and other related CRMs
  • Comfortable working from home or co-working office
  • Constant desire to improve
  • Problem solver and independent thinker

What Will Make You Stand Out

  • 3+ years experience in enterprise technology sales and account management within agile, quick growth companies
  • Solution selling mindset and experience
  • Strong relationship building skills and customer-centric focus
  • Track record of overachievement
Percona is a respected thought leader in the open source community. We provide services and software for MySQL, MongoDB, PostgreSQL and Maria DB to open source users globally.

Percona is remote-first and globally dispersed; we have 250 people in almost 40 countries. We offer a collaborative, highly-engaged culture where your ideas are welcome and your voice is heard. The growth and development of our staff is a top priority; we provide funding for training, certifications, conferences and more. 

Discover what it means to work with some of the smartest people in the industry, who also know how to have fun and are always willing to lend a helping hand. We offer flexible hours, the ability to work remotely and the amazing experience of working with a multinational team of experts.
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Customer Success Manager - Technology Solutions
Percona  
manager account manager saas mongodb mysql postgresql Feb 11
We are looking for a self-motivated, experienced customer success professional or account manager to join our remote workforce as a Customer Success Manager.  Percona’s Customer Success Team is responsible for managing the complete customer lifecycle including onboarding, adoption, renewals, and expansion. You will work cross-functionally with Sales, Service Delivery, and Product Management to ensure the best business outcomes for customers, manage renewals, and provide a voice to our customer base. As a member of this team, you will be a trusted advisor for our customers.  Additionally, you will work with our leadership team to help refine and improve customer success processes and playbooks.

Location/Time Zone: Remote work from home ideally in Americas (any country) supporting clients between the  Americas and Western European time zones.

What You Will Do

  • Manage the complete customer lifecycle including: onboarding, integration, account growth, new product adoption, and renewals
  • Develop a “consultant” perspective to client communications, questions, and meetings
  • Lead and present at regular remote client meetings
  • Analyze customer engagement to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year though proactive touch points and take the lead in developing resolution strategies
  • Work closely with the executive team to translate customer feedback into specific product requirements

Your Experience

  • 3+ years enterprise account management experience, preferably within SaaS or technology sector
  • Strong sales and negotiation skills - preferably Sandler trained or similar
  • Demonstrated overachievement in quota, plus metrics such as renewal rate and contract expansion
  • Impeccable English (written and verbal)
  • Experience navigating complex work processes, tight timelines, and changing teams
  • Extremely detail oriented, self-motivated and organized
  • Expertise in Salesforce and other related CRMs
  • Comfortable working from home or co-working office
  • Constant desire to improve
  • Problem solver and independent thinker

What Will Make You Stand Out

  • 3+ years experience in enterprise technology sales and account management within agile, quick growth companies
  • Solution selling mindset and experience
  • Strong relationship building skills and customer-centric focus
  • Track record of overachievement
Percona is a respected thought leader in the open source community. We provide services and software for MySQL, MongoDB, PostgreSQL and Maria DB to open source users globally.

Percona is remote-first and globally dispersed; we have 250 people in almost 40 countries. We offer a collaborative, highly-engaged culture where your ideas are welcome and your voice is heard. The growth and development of our staff is a top priority; we provide funding for training, certifications, conferences and more. 

Discover what it means to work with some of the smartest people in the industry, who also know how to have fun and are always willing to lend a helping hand. We offer flexible hours, the ability to work remotely and the amazing experience of working with a multinational team of experts.
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Senior Technical Account Manager
senior manager account manager python linux Nov 25 2020
Our mission at Dragos is to protect the world’s most critical infrastructure from adversaries who wish to do it harm. We help defend industrial organizations that provide us with the necessities of modern civilization: running water, functioning electricity, and safe industrial working environments.
 
We are looking for a dedicated, ambitious and self-driven Technical Account Manager (TAM). As a TAM, you will work closely with our internal sales team and assigned customers, build relationships, be a trusted advisor, promote product adoption, help achieve their business and technical goals, and overcome their operational challenges.
 
The TAM is a technical liaison focused on monitoring and managing customer health. The TAM supports the Sales organization, coming alongside Account Managers, Solution Architects, and Business Development Representatives to provide a consistent and positive customer experience.
 
You will own implementation outcomes, issue resolution coordination and tracking, make product and service recommendations, prove ROI and value, build reference accounts and ensure there are no barriers to renewal.  You will have an intimate knowledge of your customers environment, will be required to have a robust knowledge of the Dragos Platform and service offerings, and understand the opportunities and challenges our customers face.

You will provide timely advice on upgrades and updates that are beneficial to the customer, perform those upgrades, and provide regular reports about the status of the customer and their system. The TAM provides feedback and insights to our internal technical teams for emerging needs, continuous improvement, and undiscovered opportunities.

Responsibilities

  • Build strong customer relationships, especially with key customer stakeholders and sponsors
  • Support and coordinate with Sales to ensure an exceptional customer experience at every interaction
  • Be the internal champion; make it your business to know who to lean on for assistance within Dragos; know when to sound the alarm
  • Address customers’ technical requests; proactively resolve all issues and make sure they manage to avoid problems
  • Manage customer expectation, hold them accountable and lead them to customer satisfaction
  • Provide advice, guidance and technical know-how to ensure successful ongoing usage and adoption
  • Assist with product upgrades
  • Conduct health checks
  • Promote advocacy
  • Engage with Field Operations to ensure a smooth deployment
  • Engage with Technical Support as a customer advocate to ensure speedy resolution of customer issues
  • Engage with R&D on detection and protocol gaps
  • Engage with Engineering to support customer reported issues
  • Engage with Product Management as the customer advocate on product roadmap discussions
  • Keep track of key account metrics; communicate progress to internal and external stakeholders
  • Identify service opportunities & training needs
  • Identifying growth opportunities
  • Conduct business reviews and perform onsite visits a few times a year
  • Expected to help and guide less experienced TAMs
  • Expected to identify key areas of improvement for the business unit

Requirements

  • 5 years working as a TAM or as a security team member at an energy or manufacturing company
  • Industrial Control Systems cybersecurity experience a plus
  • Working knowledge of Linux (command line)
  • Proficient in Python scripting
  • Splunk or Elastic experience or similar SIEM
  • Network traffic analysis skills: intermediate to advanced
  • Customer first attitude
  • Excellent analytical skills
  • Critical thinker with problem-solving skills; enjoys solving technical and challenging issues; tenacious
  • Experience in managing multiple stakeholders and projects  
  • Well organized
  • Tenacious
  • A listener who is customer-oriented and attentive to their needs
  • Team player, collaborative
  • Good time-management skills
  • Strong interpersonal and communication skills (both verbal and written)
  • Willingness to travel 25%
  • Must be able to pass background checks and drug tests
Dragos seeks passionate, hard-working, fun-loving, small-ego, big-brained people. Our tagline is “Safeguarding Civilization” not because we think highly of ourselves, but because the problems we are solving are critically important, today and in the years to come. We look for ICS experts across industries who are committed to growing global expertise in the space by training the next wave of future innovators and thought leaders.  

We offer competitive salaries, equity, and a comprehensive benefits package.
 
Dragos is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce. Come join us!
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Senior Technical Account Manager
senior manager account manager linux cloud Nov 20 2020
Our mission at Dragos is to protect the world’s most critical infrastructure from adversaries who wish to do it harm. We help defend industrial organizations that provide us with the necessities of modern civilization: running water, functioning electricity, and safe industrial working environments.
 
We are looking for a dedicated, ambitious and self-driven Technical Account Manager (TAM). As a TAM, you will work closely with our internal sales team and assigned customers, build relationships, be a trusted advisor, promote product adoption, help achieve their business and technical goals, and overcome their operational challenges.
 
The TAM is a technical liaison focused on monitoring and managing customer health. The TAM supports the Sales organization, coming alongside Account Managers, Solution Architects, and Business Development Representatives to provide a consistent and positive customer experience.
 
You will own implementation outcomes, issue resolution coordination and tracking, make product and service recommendations, prove ROI and value, build reference accounts and ensure there are no barriers to renewal.  You will have an intimate knowledge of your customers environment, will be required to have a robust knowledge of the Dragos Platform and service offerings, and understand the opportunities and challenges our customers face.
You will provide timely advice on upgrades and updates that are beneficial to the customer, perform those upgrades, and provide regular reports about the status of the customer and their system. The TAM provides feedback and insights to our internal technical teams for emerging needs, continuous improvement, and undiscovered opportunities.

Responsibilities

  • Build strong customer relationships, especially with key customer stakeholders and sponsors
  • Support and coordinate with Sales to ensure an exceptional customer experience at every interaction
  • Be the internal champion; make it your business to know who to lean on for assistance within Dragos; know when to sound the alarm
  • Address customers’ technical requests; proactively resolve all issues and make sure they manage to avoid problems
  • Manage customer expectation, hold them accountable and lead them to customer satisfaction
  • Provide advice, guidance and technical know-how to ensure successful ongoing usage and adoption
  • Assist with product upgrades
  • Conduct health checks
  • Promote advocacy
  • Engage with Field Operations to ensure a smooth deployment
  • Engage with Technical Support as a customer advocate to ensure speedy resolution of customer issues
  • Engage with R&D on detection and protocol gaps
  • Engage with Engineering to support customer reported issues
  • Engage with Product Management as the customer advocate on product roadmap discussions
  • Keep track of key account metrics; communicate progress to internal and external stakeholders
  • Identify service opportunities & training needs
  • Identifying growth opportunities
  • Conduct business reviews and perform onsite visits a few times a year
  • Expected to help and guide less experienced TAMs
  • Expected to identify key areas of improvement for the business unit

Requirements

  • 5 years working as a TAM in a similar field
  • 3 years experience in Industrial Control Systems cybersecurity
  • Working knowledge of Linux (command line)
  • Python scripting: intermediate to advanced
  • Splunk experience (or comparable SIEM): intermediate to advanced
  • Network traffic analysis skills: intermediate to advanced
  • Experience in on premise and cloud software solutions for Enterprise
  • Elasticsearch experience a plus
  • Customer first attitude
  • Excellent analytical skills
  • Critical thinker with problem-solving skills; enjoys solving technical and challenging issues; tenacious
  • Experience in managing multiple stakeholders and projects  
  • Well organized
  • Tenacious
  • A listener who is customer-oriented and attentive to their needs
  • Team player, collaborative
  • Good time-management skills
  • Strong interpersonal and communication skills (both verbal and written)
  • Willingness to travel 25%
  • Must be able to pass background checks and drug tests
Dragos seeks passionate, hard-working, fun-loving, small-ego, big-brained people. Our tagline is “Safeguarding Civilization” not because we think highly of ourselves, but because the problems we are solving are critically important, today and in the years to come. We look for ICS experts across industries who are committed to growing global expertise in the space by training the next wave of future innovators and thought leaders.  

We offer competitive salaries, equity, and a comprehensive benefits package including medical, dental, vision, disability, 401K and life insurance.
 
Dragos is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce. Come join us!
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Technical Account Manager - Jira Align)
 
manager account manager saas Oct 07 2020
Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, every Atlassian will have the choice to work from an office or from home.

Atlassian Technical Account Managers (TAMs) for Jira Align guide our largest customers to build and deliver amazing value to their business with Jira Align. TAMs for Jira Align are technology and process champions. They provide thought leadership, analysis and actionable insights to frame a customer’s strategic direction. We then partner with our customers to help them achieve these business outcomes on Atlassian. TAMs for Jira Align work with their customers to better understand their Agile scaling needs and how Jira Align can meet their transformation efforts. You'll be the customer's trusted advisor from Atlassian to accelerate the effectiveness of their teams using Atlassian's Jira Align solution.
As a Technical Account Manager (TAM) for Jira Align, you will be responsible for maintaining key relationships with our post-sale Jira Align customers. You'll also reach into all parts of Atlassian to champion the customer’s cause and facilitate a deeper level of engagement with the customer. You will help our strongest promoters showcase their successes to their peers, and serve as the tip of the spear in growing the reach of our technologies for new use cases and markets. Atlassian TAMs for Jira Align strive to help enterprise customers get the most of their Atlassian investment.

Up to 30% travel may be required for this role.

On your first day, we'll expect you to hvae:

  • 5+ years of experience within SaaS companies
  • 2+ years of Enterprise customer facing roles
  • Strong familiarity with the principles of agile and lean development methodologies, including SAFe
  • Experience helping organizations scale Agile principles
  • Demonstrated ability to take customer insights from the field and inspire changes to the business
  • Customer interview skills, including the ability to dig deep into root causes
  • Analytical skills to identify and articulate themes from customer data
  • Experience working on cross-functional projects, engaging closely with Sales, Product, Support and other teams
  • Experience helping an organization adopt an Atlassian product or similar
  • Project management skills
  • Confidence and motivation to creatively tackle problems, self-learn and pivot quickly

It's great if you have, but not required:

  • Implementing SAFe® with SPC Certification (4.0 or newer)
More About Our Team

The Atlassian Technical Account Management team is a globally distributed team of Atlassian solutions advisors who are passionate about creating customer success.  TAMs engage with enterprise organizations with some of the most complex business challenges, and help them deliver a delightful solution to their business users.  TAMs are the trusted advisor whom customers can rely on to help them get the most out of their Atlassian investment and attain their ideal solution for team collaboration.  At Atlassian, you'll have a direct impact on millions of users, fast!  You won't get frustrated with bureaucracy or slow decision making, because we encourage innovative thinking.  We don't just want to know your opinions, we want to see your ideas in action.  We hire great people and then trust them to be great.

More about our benefits

Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

More about Atlassian

Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

Additional Information

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.
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Technical Account Manager - Onboarding Success
 
manager account manager saas Oct 07 2020
Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing Atlassians will continue to work from home until it’s safe to return to our offices. When our offices re-open, every Atlassian will have the choice to work from an office or from home.

Atlassian Technical Account Managers (TAMs) for Onboarding Success manage engagements with new Jira Align customers as they begin their implementation journey with Atlassian and Solution Partners. TAMs for Onboarding Success are strong relationship managers responsible for building a positive relationship with clients. They are responsible for helping to facilitate key activities that set new Jira Align customers up for success as they build and deliver amazing value using Jira Align.
A few of the main duties of a TAM for Onboarding Success include coordinating assigned company resources for the client, managing the client expectations, and working closely with Jira Align Solutions Architects and other internal teams to support the client. TAMs for Onboarding Success will be key to understanding and helping to promote opportunities for service and tool expansion within a client organization.
As a Technical Account Manager (TAM) for Onboarding Success, you will be responsible for maintaining key relationships with our post-sale Jira Align customers. You'll also reach into all parts of Atlassian to champion and facilitate a deeper level of engagement with our largest enterprise customers. You will help our strongest promoters showcase successes to their peers, and serve as the tip of the spear in growing the reach of our technologies for new use cases and markets. Atlassian TAMs for Onboarding Success strive to help enterprise customers get the most of their Atlassian investment.

On your first day, we'll expect you to have:

  • 5+ years of experience within SaaS companies
  • 2+ years of Enterprise customer facing roles
  • Demonstrated customer relationship management ability
  • Ability to manage multiple engagements simultaneously
  • Customer interview skills, including the ability to dig deep into root causes
  • Analytical skills to identify and articulate themes from customer data
  • Experience working on cross-functional projects, engaging closely with Sales, Product, Support and other teams
  • Experience helping an organization adopt an Atlassian product or similar
  • Project management skills
  • Confidence and motivation to creatively tackle problems, self-learn and pivot quickly

It's great if you have, but not required:

  • Strong familiarity with the principles of agile and lean development methodologies, including SAFe
  • Experience helping organizations scale Agile principles
  • Implementing SAFe® with SPC Certification (4.0 or newer)

More About Our Team

The Atlassian Technical Account Management team is a globally distributed team of Atlassian solutions advisors who are passionate about creating customer success.  TAMs engage with enterprise organizations with some of the most complex business challenges, and help them deliver a delightful solution to their business users.  TAMs are the trusted advisor whom customers can rely on to help them get the most out of their Atlassian investment and attain their ideal solution for team collaboration.  At Atlassian, you'll have a direct impact on millions of users, fast!  You won't get frustrated with bureaucracy or slow decision making, because we encourage innovative thinking.  We don't just want to know your opinions, we want to see your ideas in action.  We hire great people and then trust them to be great.

More about our benefits

Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

More about Atlassian

Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

Additional Information

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.
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Strategic Account Manager, ITSM
 
manager account manager devops finance Aug 03 2020
Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. Everyone new to the team, along with our current staff, will temporarily work from home until it is safe to return to our offices.


Job description

At Atlassian, we are on a mission to help our customers compete and win in the modern, digital economy. We have built a billion-dollar, fast-growing software business with over 180,000 paying customers and hundreds of sales and implementation partners around the globe. Our culture is open, welcoming, collaborative, and deliriously passionate about our customers’ success; we are competitors who work with heart and balance.

Atlassian is the leader in agile planning, DevOps, and scaled agile using market-leading products like Jira and Jira Align. We are also the ultimate challenger in the market for IT Service Management and Operations. Gone are the days of unwieldy bloated IT management software. Today’s IT organization is a lean-agile machine. Every CIO is held to a higher bar and needs a modern platform to serve internal + external customers - delivering a tangible return on IT investment. With Jira Service Desk we offer an agile and scalable way to manage service and self-help. Between Statuspage and Opsgenie - incidents are triaged, managed, and resolved in real-time. Gone is the software of old, to reinvent and position our customers to leap forward into modern IT that powers their business efficiently and effectively.

We are looking for an experienced ITSM sales professional who has worked with senior leaders at the world’s largest companies. The Senior Account Executive will be the first person in this role and a key contributor in helping us author and define our sales approach with these customers specifically for our ITSM solutions. You will work arm-in-arm with partners, product teams, sales engineering, and the other sales teams to deliver comprehensive and compelling messages that result in scale adoption of Atlassian ITSM solutions. There is simply not a more exciting and hugely impactful strategic selling opportunity anywhere!

More about you

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Responsibilities:

  • Develop relationships primarily in Atlassian’s install base with multiple C-suite personas (e.g., CFO, CIO, COO)
  • Team with product and sales partners including inbound and outbound sales teams SEs, channel managers, partners, and management to consistently drive revenue through your named accounts and geography.
  • Work cross-functionally with other parts of the Atlassian family (marketing, services, support, product management, and finance/legal) to ensure your prospects are fully educated on the benefits of ITSM, Atlassian’s unparalleled technology offering as well as what is needed to guarantee implementation success.
  • Define and implement a clear vision for your territory and plan/communicate regularly on funnel/account/territory status, resource requirements, challenges, and successes. Collaborate often with an outstanding sales operations team.
  • Regularly interact with leading tools and technology – Salesforce, the G-Suite, Slack, Zoom, etc – to work effectively both virtually/remotely and on-premises with your customers.
  • Partner, partner, partner - Atlassian's know outstanding accomplishments are the result of great teamwork, and success at the enterprise level “takes a community”. Work closely and openly with Atlassian partner management as well as directly with our partners who range from the largest global IT service providers to other sales and service firms of all shapes and sizes.
  • “Be the change you seek” and demonstrate unselfish leadership while helping Atlassian to continuously improve our ability to better serve our marketplace.
  • And never, ever &@%# the customer.

Required Skills, Characteristics

  • A minimum enterprise selling experience of 10 years+ working in field sales for leading software companies passionate about Enterprise ITSM solutions.
  • Demonstrated track record of exceeding quota.
  • Demonstrated ability to build and maintain healthy C-Level relationships
  • A history of working effectively in multi-channel, multi-product firms where internal/external bridge-building and partnering is a crucial quality.
  • Excellent business sense. You understand how to position, sell, and negotiate value, calculate return on investment, and are deeply trained in strategic selling.
  • You are a senior contributor who has mastered executive communication but also feels comfortable working with technology evaluation and procurement teams.
  • You are Humble, Hungry and Smart (with a big EQ) and a great teammate.
  • While highly proficient and confident, you remain coachable and strive to be the very best in your sales profession. Your ego is fully in-check.
  • You are never satisfied until your customer is an enthusiastic reference account and will do what is vital to help make your customers successful.
  • Along with the above, you have the utmost sense of responsibility and accountability. We have ambitious goals and need to execute relentlessly to “get stuff done." 


More about our benefits

Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

More about Atlassian

Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

Additional Information

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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Technical Account Manager
 
manager account manager cloud devops Jul 29 2020
Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. Everyone new to the team, along with our current staff, will temporarily work from home until it is safe to return to our offices.

Atlassian Technical Account Managers (TAMs) guide our largest customers (post-sales) to scale, deploy and deliver amazing value to their business with the adoption of our products. TAMs are technology and process champions, demonstrating thought leadership to frame the customer's short and longer term goals, and then orchestrate our customer's team past their hurdles so they may achieve their desired outcome. As a TAM, you will deliver value through prescriptive insights and methodologies - whether the customer is establishing an Agile product delivery methodology, optimizing Developer Tools automation, building new Collaboration communities, or improving IT services. You'll be our customer's trusted advisor from Atlassian to accelerate the effectiveness of their teams with Atlassian's solutions.

In this role, you'll cut across multiple technical disciplines and customer roles to guide the implementation, integration, and expansion of the customer's Atlassian stack of Confluence, Jira, and Developer Tools. You will do this by providing advisory services and guidance on the tooling.  In this role you will not be required to do any hands-on or configuration / customisations of the customers systems and/or environments. This work is typically performed by the customer themselves, or a solution partner from the Atlassian ecosystem. 

Atlassian TAMs strive to help enterprise customers improve the benefits of their Atlassian investment, by becoming their Trusted Advisor.

On your first day, we'll expect you to have:

  • Experience working with large customers in a consulting or technical evangelist capacity, especially in the software or developmental tools industry
  • Must have at least 3-5+ years technical and consulting experience with Atlassian products in the Enterprise or Fortune 5000 space. In particular, Jira, Confluence, Bitbucket, Jira Align, Bamboo, Crowd
  • Experience with On-Premise implementation of Atlassian tools preferred, Atlassian Cloud experience is a bonus
  • Experience with two or more of the following: DevOps and automation, continuous integration, agile development, real-time collaboration, or IT service management
  • Deep understanding of IT infrastructure and governance, OSI model layers, and critical business process management
  • Interest in working creatively with customers understand technical and business requirements and implement solutions, including change management and technical engagement delivery
  • Public speaking experience or published thought leadership
  • Required travel:
  • Typically up to 30% and some international travel may be required
More about our team

Our Technical Account Management team is a globally distributed team of Atlassian solutions advisors who are passionate about creating customer success. As a part of the team you'll engage with enterprise organisations with some of the most complex business challenges, and help them deliver a delightful solution to business users. TAMs are the trusted advisor whom customers can rely on to help them get the most out of our products and attain their ideal solution for team collaboration. At Atlassian, you'll have a direct impact on millions of users, fast! You won't get frustrated with bureaucracy or slow decision-making, because we encourage innovative thinking. We don't just want to know your opinions, we want to see your ideas in action. We hire great people and then trust them to be great.

More about our benefits

Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

More about Atlassian

Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

Additional Information

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.
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Technical Account Manager
manager account manager java python ruby html Jul 27 2020
SocialChorus is a platform for communicators. We help them become heroes within their organizations by giving them the tools and expertise they need to unify their enterprises. Companies thrive and win when all of their workers feel aligned, informed and supported. In simple terms, we help companies work as one.

Joining SocialChorus means joining a movement to connect every worker. This movement has taken root and is evident in our world-class customer base and their millions of employees worldwide. Now we need your help to achieve our goal of connecting every worker. Ready to make a difference?

As part of our distributed team working from anywhere, the Technical Account Manager (TAM) is a key contributor to our post-sale Technical Services team performing a wide range of duties for an assigned list of large enterprise customers.

An ideal candidate will have strong facilitation, communication and interpersonal skills, attention to detail, and an ability to build relationships with all levels within the organization. Successful candidates will have technical and account management experience, a proven track record of successfully interfacing with customers on both technical and non-technical levels, substantial experience driving concurrent projects and issues to completion with little direction, and above all, a passion for ensuring a top quality customer experience.

Responsibilities

  • Provide technical management and product technical support for assigned SocialChorus customers
  • Go beyond break-fix support by becoming a true technical partner for your customers by helping to shape their implementation and growth strategy
  • Establish strong relationships with the SocialChorus Account Teams on your assigned customers
  • Establish strong relationships with the SocialChorus Customer Engineering, Support, Product, and Engineering teams to ensure proper management and priority escalation of your assigned customer requests
  • Meet regularly with assigned customers, both remotely and on-site, to review support interactions, system status, major issues, upcoming releases, feature request status, and services activity
  • Develop an in-depth understanding of your assigned customers’ technical environment to understand and even predict potential SocialChorus platform problems within their deployment
  • Team up with the SocialChorus Engagement Manager assigned to your accounts to be the advocate and voice for customer requirements and challenges within various teams at SocialChorus
  • Direct crisis and incident response, working with the customer Success team and engineering teams to ensure timely resolution, while communicating effectively with customers. This will require customer responses outside of normal business hours for high severity issues
  • Maintain strong technical knowledge of SocialChorus’ product offerings and be able to mentor staff on best practices, preferred configurations, and next steps for customer issues
  • Advocate for product enhancements with Engineering & Product Management to solve customer challenges.

Qualifications

  • Bachelor's Degree or higher in a technical discipline or equivalent experience
  • 5+ years of industry experience in a technical account manager, professional services, sales engineer, or support engineer role with exposure to multiple SaaS platforms
  • Knowledge of project management and strong account management skills
  • Very strong customer service and excellent communication skills, both written and oral
  • Strong drive to look at challenges and help define solutions
  • Experience working closely with engineering and support teams to triage and assign technical issues
  • Proficient with REST, SAML 2, and oAuth
  • Ability to manage multiple customer projects in parallel
  • Comfortable in ambiguous start-up environments
  • Proven track record of managing large enterprise accounts
  • Experience with Jira or similar ticket tracking systems a plus
  • Experience in HTML, CSS, Ruby, Java, Python is a plus.
Why SocialChorus?

Because you care. About people, the work you do, and the connections you make. Work is such a large part of life, it only makes sense to make it awesome.

If you want to engage brilliant minds in a true start-up environment where ideas are rewarded regardless of who they come from, join us. This is a rapidly changing space so if you thrive on ambiguity, are hungry for a challenge, and have the guts to speak your mind it could be a perfect fit.

Come for the challenges, come for the people, and the unlimited PTO, health benefits, 401k plan, casual and friendly environment, and a leadership team who truly believes in your growth both professionally and personally will keep you here.
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Technical Account Manager
 
manager account manager devops Jun 18 2020
Atlassian is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. Everyone new to the team, along with our current staff, will temporarily work from home until it is safe to return to our offices.

Atlassian Technical Account Managers (TAMs) guide our largest customers to build and deliver amazing value to their business with our products. TAMs are technology and process champions, demonstrating thought leadership to frame the customer's strategic direction, and then orchestrate our customer's team past their hurdles so they may achieve their desired outcome.

As a TAM, you will deliver value through prescriptive insights and methodologies - whether the customer is establishing an Agile product delivery methodology, optimizing Developer Tools automation, building new Collaboration communities, or improving IT services. You'll be our customer's trusted advisor from Atlassian to accelerate the effectiveness of their teams with Atlassian's solutions.

In this role you'll cut across multiple technical disciplines and customer roles to guide the implementation, integration, and expansion of the customer's Atlassian stack of Confluence, JIRA and Developer Tools. You'll also reach into all parts of Atlassian to champion the user's cause and facilitate a deeper level of engagement with the customer. You will help our strongest promoters showcase their successes to their peers, and serve as the tip of the spear in growing the reach of our technologies for new use cases and markets. Atlassian TAMs strive to help enterprise customers improve the benefits of their Atlassian investment.

On your first day, we'll expect you to have:

  • Experience working with large customers in a consulting or technical evangelist capacity, especially in the software or developmental tools industry
  • Experience with two or more of the following: devops and automation, continuous integration, agile development, real-time collaboration, or IT service management
  • Deep understanding of IT infrastructure and governance, OSI model layers, and critical business process management
  • Interest in working creatively with customers understand technical and business requirements and implement solutions, including change management and technical engagement delivery

It's great, but not required if you have:

  • Experience working with Atlassian products
  • Public speaking experience or published thought leadership
More About Our Team

Our Technical Account Management team is a globally distributed team of Atlassian solutions advisors who are passionate about creating customer success. As a part of the team you'll engage with enterprise organizations with some of the most complex business challenges, and help them deliver a delightful solution to business users. TAMs are the trusted advisor whom customers can rely on to help them get the most out of our products and attain their ideal solution for team collaboration. At Atlassian, you'll have a direct impact on millions of users, fast! You won't get frustrated with bureaucracy or slow decision making, because we encourage innovative thinking. We don't just want to know your opinions, we want to see your ideas in action. We hire great people and then trust them to be great.

More about our benefits

Whether you work in an office or a distributed team, Atlassian is highly collaborative and yes, fun! To support you at work (and play) we offer some fantastic perks: ample time off to relax and recharge, flexible working options, five paid volunteer days a year for your favourite cause, an annual allowance to support your learning & growth, unique ShipIt days, a company paid trip after five years and lots more.

More about Atlassian

Creating software that empowers everyone from small startups to the who’s who of tech is why we’re here. We build tools like Jira, Confluence, Bitbucket, and Trello to help teams across the world become more nimble, creative, and aligned—collaboration is the heart of every product we dream of at Atlassian. From Amsterdam and Austin, to Sydney and San Francisco, we’re looking for people who want to write the future and who believe that we can accomplish so much more together than apart. At Atlassian, we’re committed to an environment where everyone has the autonomy and freedom to thrive, as well as the support of like-minded colleagues who are motivated by a common goal to: Unleash the potential of every team.

Additional Information

We believe that the unique contributions of all Atlassians is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.
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Technical Account Manager - EMEA
Algolia  
manager account manager java javascript ruby php Jun 18 2020
*This role will be required to be based in the UK or France,
*You must be able to provide coverage for UK time 8 AM - 5 PM.

The Technical Account Manager (TAM) serves as a designated technical support contact and a trusted advisor to Algolia’s customers. The TAM works to deliver and manage resolution of complex issues with the full context and understanding of the customers specific product and technology environment. The TAM will orchestrate reactive and proactive support across Algolia Product Engineering teams as related to a customer’s operation and optimization of Algolia’s products. By maintaining a long-term relationship with their customers, a TAM gains an understanding of the customer’s overall technical environment, usage trends, and pain points - which is used by the TAM to effectively support customers.

RESPONSIBILIES:

  • Serve as the primary point of contact, develop and lead the technical relationships for a named set of accounts.
  • Work closely with your account’s Customer Success Manager to ensure the customer’s long term health through a world-class support experience.
  • Manage a diverse and complex scope of support issues across multiple client engagements.
  • Work across the organization and escalate as necessary for confirmation of solutions or other options.
  • Effectively troubleshoot, properly document, and regularly update customer’s support issues.
  • Submit software bug reports to the Engineering team for problems needing attention.
  • Partner with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to your customers.
  • Develop, maintain and present comprehensive case status reports to customers on a regularly scheduled meeting.
  • Proactively identify and work with the customer to resolve technical risks and bottlenecks.
  • Provide guidance on how to optimize the use of their environment.

REQUIRMENTS:

  • 5+ years of experience in Technical Support, supporting SaaS enterprise software
  • Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python
  • Experience with REST API, database management, and web development technologies
  • Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience
  • Proficiency in communicating complex technical issues to both technical and non-technical audiences via phone and email channels
  • Excellence in time management, task prioritization, and evaluation of situational urgency
  • Algolia operates a 24/7 support center, ability to work weekends and holidays as needed may be required
  • Travel to customers' locations may be required
  • This role will be required to work UK time (8 AM - 5 PM)

NICE TO HAVE:

  • Basic familiarity with iOS & Android platforms.
  • Experience supporting open-source projects & their GitHub communities.
  • Working in a 24/7 contact center environment
  • Experience with Shopify, Magento, and Salesforce.com a plus

WE’RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:

  • GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment
  • TRUST - Willingness to trust our co-workers and to take ownership
  • CANDOR - Ability to receive and give constructive feedback
  • CARE - Genuine care about other team members, our clients and the decisions we make in the company
  • HUMILITY - Aptitude for learning from others, putting ego aside
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Technical Account Manager
Algolia  
manager account manager java javascript ruby php Jun 08 2020
The Technical Account Manager (TAM) serves as a designated technical support contact and a trusted advisor to Algolia’s customers. The TAM works to deliver and manage resolution of complex issues with the full context and understanding of the customers specific product and technology environment. The TAM will orchestrate reactive and proactive support across Algolia Product Engineering teams as related to a customer’s operation and optimization of Algolia’s products. By maintaining a long-term relationship with their customers, a TAM gains an understanding of the customer’s overall technical environment, usage trends, and pain points - which is used by the TAM to effectively support customers.

RESPONSIBILIES:

  • Serve as the primary point of contact, develop and lead the technical relationships for a named set of accounts.
  • Work closely with your account’s Customer Success Manager to ensure the customer’s long term health through a world-class support experience.
  • Manage a diverse and complex scope of support issues across multiple client engagements.
  • Work across the organization and escalate as necessary for confirmation of solutions or other options.
  • Effectively troubleshoot, properly document, and regularly update customer’s support issues.
  • Submit software bug reports to the Engineering team for problems needing attention.
  • Partner with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to your customers.
  • Develop, maintain and present comprehensive case status reports to customers on a regularly scheduled meeting.
  • Proactively identify and work with the customer to resolve technical risks and bottlenecks.
  • Provide guidance on how to optimize the use of their environment.

REQUIRMENTS:

  • 5+ years of experience in Technical Support, supporting SaaS enterprise software.
  • Working knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, Python.
  • Experience with REST API, database management, and web development technologies.
  • Strong desire to help people solve problems with the ability to explain complex technical  concepts to a broad audienceProficiency in communicating complex technical issues to both technical and non-technical audiences via phone and email channels.
  • Excellence in time management, task prioritization, and evaluation of situational urgency.
  • Algolia operates a 24/7 support center, ability to work weekends and holidays as needed may be required.
  • Travel to customers' locations may be required.

NICE TO HAVE:

  • Basic familiarity with iOS & Android platforms.
  • Experience supporting open-source projects & their GitHub communities.
  • Working in a 24/7 contact center environment
  • Experience with Shopify, Magento, and Salesforce.com a plus

WE’RE LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:

  • GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment
  • TRUST - Willingness to trust our co-workers and to take ownership
  • CANDOR - Ability to receive and give constructive feedback
  • CARE - Genuine care about other team members, our clients and the decisions we make in the company
  • HUMILITY - Aptitude for learning from others, putting ego aside

BENEFITS:

  • Covered medical, dental, and vision benefits for you and your family 
  • 401(k) Matching Plan
  • Flexible work hours and unlimited Paid Time Off 
  • Paid Parental Leave
  • Pre-tax commuter benefits 
  • Life insurance and disability benefits 
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