Senior Technical Account Manager

Full Time

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!
Apply Now
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