The Technical Account Manager advocates for customers, manages priorities, provides status updates, leads projects, and ensures satisfaction and retention through customer engagements.
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The Technical Account Manager (TAM) is a technical resource who advocates for designated customers and ensures customers' needs are known and managed across all offerings, including services, training, support, and product development. The TAM prioritizes customers' technical issues and communicates those priorities to support; communicates the status of services projects; conveys the needs and urgency of RFEs to product management and contributes to the product roadmap.
You will provide customers with status updates of open tickets and development/services projects; the upcoming release schedule; issues trending; upgrade recommendations; and guidance through early access/beta programs. This role will also require periodic onsite visits.
About the role
- Manage overall relationships with assigned end-users, including increasing adoption, and ensuring retention and satisfaction.
- Provide project leadership for customers' major FireMon programs.
- Work with FireMon's project teams, including Customer Support, R&D, Product.
- Management, and Sales, on customers' technical issues and projects.
- Maintain current functional and technical knowledge of the FireMon product line.
- Provide hands-on customer support with initial troubleshooting, upgrades, database query' management, routine system health checks, watchdog monitoring, adding/removing user access, devices, and zones/subnets for FireMon Product Suite.
- Manage competing requests across simultaneous client engagements.
- Provide clear and constructive product feedback to FireMon product management teams based on customer requirements.
- Document best practices in developing and deploying FireMon solutions in the customers' environments.
- Be a technical resource for "best practice" and other customer questions, identifying alternate technical solutions to customers' business problems.
- Partner with Account Owners to manage customer expectations in situations where customers' demands cannot be met.
- Partner with Account Owners to ensure a comprehensive view of customer health throughout the customer cycle.
- Maintain multiple technical certifications and gain at least one new certification annually.
Required Skills and Experience
- Bachelor’s Degree in Computer Science, Information Technology, or another related field.
- Five or more years of experience in technical project management, technical account management, or a similar area.
- Three or more years of experience managing or architecting complex network infrastructures. This includes the architecture, design, implementation, troubleshooting, and ongoing support of router/switch-based and software-defined virtual networks.
- Experience in client-server applications, Unix/Linux system administration, or software development. Experience includes debugging and troubleshooting, upgrading software, and applying security patches.
- At least one active technical certification – CCNA level or similar – with the ability to obtain at least one new technical certification each year.
- Knowledge of modern software development methodologies, with emphasis on software and hardware architecture and infrastructure development.
- Demonstrated ability in customer-facing positions, preferably as a professional services consultant.
- Strong analytical skills regarding technical and project management issues.
- Strong organizational skills with an ability to manage competing client demands.
- The ability to engage and communicate effectively across multiple levels of a F500 size customers’ IT network and security teams is highly desirable, from analyst to mid-level management through C-level (CISO/CIO/CTO).
What it Takes to be Part of the FireMon Team
FireMon provides persistent network security for hybrid environments through a powerful fusion of real-time asset visibility, continuous compliance, and automation. Since creating the first-ever network security policy management solution, FireMon has delivered command and control over complex network security infrastructures for more than 1,700 customers.
Our customers have unique and complex security problems that are difficult to solve. This doesn’t intimidate us, it inspires us. It pushes us to be more creative and find solutions to ensure their success. If this sounds like a movement you'd be interested in joining, we invite you to apply today.
FireMon provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination and harassment of any type without regard to race, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Top Skills
Ccna
Client-Server Applications
Router
Software-Defined Virtual Networks
Switch
Unix/Linux
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