HUMAN is looking for a Technical Account Manager to join a dynamic team driving the future success of our customers. You will work strategically to maximize our client's protection in real time, while focusing on the value our customers see from you and managing the complete customer lifecycle. Our technology is critical to our customers; as a core member of this team, your job is to ensure flawless customer service, with empathetic engagement, technical savviness, and deep product knowledge. Your exceptional organizational skills allow you to keep many balls in the air at the same time. You will be responsible for managing the day to day relationships with your customers, surfacing risks and opportunities to the business, being the voice of the customer in our organization, and the voice of HUMAN to the customer.
What you'll do
- Ensure customer satisfaction: Focus on customer satisfaction, retention, and reference-ability for all assigned accounts.
- Expand and develop client relationships: Be the primary focal point for our customers. Build and maintain deep-level partnerships with customers to foster long-term cooperation and success.
- Provide exceptional customer support and be a point of escalation: Work with support teams to deliver outstanding service to customers.
- Collaborate with internal teams: Work closely with all other teams (Sales, Tech Support, R&D, Finance, Product and executive leadership team) to ensure excellent customer experience.
- Be the voice of the customer: Proactively gather feedback on product and service and work internally to better meet customer needs.
- Educate and enable customers on our products: run enablement sessions and create materials for your customers.
- Highly motivated to quickly learn HUMAN’s products with emphasis on Enterprise Security products (Bot Defender, Code Defender, Credential Intelligence and Account Defender), the TAM role and add value to the Customer Success group.
- Lead Executive Business Reviews on a regular basis with key customers and HUMAN stakeholders, from leadership to business and technical champions to technical practitioners.
Who you are
- Client-facing experience: Have 5-7 years of experience in a B2B enterprise customer facing role, with a proven track record of managing large enterprise accounts.
- Eager to learn and grow: Open-minded and committed to personal and professional development.
- Technical aptitude: While technical savviness is preferred, a willingness to learn and grow is essential.
- Accountable and self-motivated: You are eager to learn every day, own timelines, and ensure deliverables are met.
- Strong organizational and communication skills: Able to effectively manage multiple tasks and communicate clearly with customers and internal teams.
- Collaborative mindset: Work collaboratively with teams across the company. Be a team player.
- Highly motivated to quickly learn HUMAN’s products with emphasis on Enterprise Security products (Sightline), the TAM role and add value to the Customer Success team.
- Problem-solving skills: Comfortable leading and resolving complex issues, with strict attention to detail.
- Educational background: Bachelor’s or Graduate’s Degree in computer science, engineering, mathematics, information systems, or a related field is preferred.
- Experience in B2B SAAS, SQL, Javascript, Kibana and other cloud and software systems is an advantage.
- Bilingual (English/French) is an advantage.
HUMAN is an equal opportunity workplace dedicated to protecting the internet's integrity for everyone. We believe in putting people first, embracing diversity of thought from our global teams, and welcoming all individuals to share their unique experiences as we fight cybercrime together.
We support our Humans with a comprehensive total rewards package for personal and professional development, including well-being and learning stipends, flexible work options, and dedicated time off. While our HQ is in NYC, we have teams worldwide.
If you are an individual with a disability or special need that requires accommodation, please contact us directly.
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