We are looking for a dedicated, ambitious, curious and self‑driven, multi‑lingual Technical Account Manager (TAM) to join the EMEA Customer Success team. The TAM is a technical subject‑matter expert focused on our customers’ success. As an advocate you will usher customers through the maturity journey, use your technical expertise to solve issues, and help our customers achieve their security operations and threat intelligence goals. You will bring a combination of technical expertise and customer relationship skills to the table and be comfortable flexing in either direction as the situation requires. By using your knowledge of CTI and SecOps you’ll provide technical advice to ensure customers use the technology effectively. You will have an intimate knowledge of your customer’s environment, a robust knowledge of the Anomali Platform, and understand the opportunities and challenges our customers face. You will monitor usage, create custom dashboards, make best practice recommendations, prove ROI and value, and build reference accounts. The TAM is instrumental in providing feedback and insight to our internal technical teams for emerging needs, continuous improvement, and undiscovered opportunities.
Duties & Responsibilities:
- Serve as an Anomali Platform power user; help our customers achieve success with the technology
- Build strong customer relationships, especially with key customer stakeholders
- Address customer’s technical requests; proactively identify and resolve issues
- Provide advice, guidance, and technical know‑how to ensure successful usage and adoption
- Manage customer expectations while holding them accountable
- Be your customer’s advocate and internal champion
- Promote advocacy
- Track key account metrics; communicate progress to internal and external stakeholders
- Engage with the Onboarding Engineers to ensure a smooth transition
- Engage with Technical Support to ensure speedy resolution of customer issues
- Engage with Engineering to resolve customer reported issues
- Partner with Sales to ensure an exceptional customer experience
- Engage with Product Management to promote customer feature requests
Security & Privacy Responsibilities:
This role includes responsibilities related to the security and privacy of Anomali’s information systems and data across corporate and cloud environments. Access to systems and data is granted based on role requirements, and individuals are expected to comply with Anomali security and privacy policies, complete required training, and safeguard sensitive company and customer information in accordance with applicable security standards and regulatory requirements.
Qualifications
Required Skills and Experience
- Bachelor’s degree in Computer Science, Engineering, or a related field. Additional 3 years of relevant experience considered in lieu of degree.
- Professional fluency in Dutch and English are required. Additional regional language skills like German, French or others are preferred.
- Proven experience (5+ years) in a technical customer success, solutions engineering, sales engineering, or similar role, preferably in a SaaS or technology company with experience in cybersecurity technologies and architectures including coverage areas:
- SOAR
- SIEM
- Firewalls
- EDR / XDR
- Security Controls & Logs
- Significant experience working in enterprise accounts, SecOps, and Threat Intel
- Expertise with at least one SIEM product (Splunk, QRadar, Arcsight, etc)
- Strong grasp of general networking concepts and proficiency with various Operating Systems; proficiency with relevant log telemetry (network, Identity, etc)
- Experience in managing multiple stakeholders and projects as a lead and team player
- Customer‑first attitude; a listener who is customer‑oriented and attentive to their needs
- Critical thinker with problem‑solving skills; enjoys solving technical and challenging issues
- Works well under pressure with a high tempo of operations
- Exceptional communication, presentation, and interpersonal skills, with the ability to effectively communicate technical concepts to non‑technical audiences
- Experience in using Gainsight, SalesForce, and JIRA preferred
- Willing to travel up to 25% of the time.
- Located in and authorized to work in the UK.
Equal Opportunities Monitoring
It is our policy to ensure that all eligible persons have equal opportunity for employment and advancement on the basis of their ability, qualifications and aptitude. We select those suitable for appointment solely on the basis of merit without regard to an individual’s disability, race, religion, sex, age or sexual orientation. Monitoring is carried out to ensure that our equal opportunity policy is effectively implemented.
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