Technical Account Manager

Rockstar is recruiting on behalf of a venture-funded startup that is a market leader in intelligent incident management. This client offers a platform that unites the entire enterprise throughout the lifecycle of an incident, addressing incident response as a business challenge beyond just security. Their solution helps organizations prepare, respond, and recover smarter by providing a trusted source of intelligence and a comprehensive audit trail for cyber incidents.

The client is seeking an exceptional technical resource for a remote, critical early hire within their Revenue organization. The role, titled Technical Account Manager (TAM), supports all post-sales activities and reports directly to the VP of Customer Success.

The company is the first intelligent incident management platform that brings together the entire enterprise through the life of an incident. Incident Response (IR) is a business problem, not just a security problem. In fact, 70% of the cost of an incident comes from outside of Security.

The company serves as the backbone for modern incident management programs by dynamically guiding teams end-to-end through the life of an incident. It is the safe haven and trusted source of intelligence that teams rely on when the business deals with crisis situations. With this platform, CISOs, CLOs, CPOs, and their teams can “play the tape back” and hand over a complete audit trail to demonstrate their diligence and show that every cyber incident was handled responsibly. It’s a smarter way for organizations to prepare, respond, and recover.

The ideal candidate has the ability to learn and adapt quickly in a fast-paced, deadline, and detail-oriented environment. This position requires 5+ years in a Technical Account Manager, Solutions Architect, or similar customer-facing technical role within the SaaS industry supporting large 6-figure deals and Fortune 500 customers or a practitioner role performing incident response. Experience working with multiple cross-functional key stakeholders and personas is a must. The candidate must have a strong understanding of cybersecurity principles and incident response processes and exceptional communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders.

The candidate must demonstrate a high degree of aptitude, adaptability and a proactive mindset, a strong familiarity with tools such as CRM systems, ticketing platforms, and customer success software. This is an extraordinary opportunity to join a small team, make a huge impact, and get in on the ground floor of a venture-funded startup experiencing explosive 500% YoY growth.

The Opportunity

- Thrive in a startup environment where you can make a huge impact.

- Work closely with the Sales team, Founders, and Executive team to help configure and implement customer accounts.

- Work closely with the Customer Success Manager and the Product team to evolve the platform’s products to better serve customers.

- Help create “land & expand” opportunities within existing customer accounts.

What Success Looks Like

- Become the product SME by developing a complete and thorough understanding of the platform and clearly articulate the value customers obtain by using it.

- Serve as the primary post-sales technical liaison for assigned enterprise accounts, understanding their unique needs and ensuring successful implementation and training of solutions.

- Collaborate with Sales and Solutions Architecture teams regarding new inbound customers to ensure a seamless transition to post-sale implementation and support.

- Be the technical resource for the Customer Success team as they partner with security teams, incident response leaders, and crisis managers, by understanding every aspect of incident response, and helping to explain how the platform supports those needs.

- Leverage excellent communication and presentation skills to effectively share technical updates, bug fixes and product enhancements.

- Assist the Customer Success Manager by clearly articulating technical differentiation, and help drive customer success engagement.

- Act as the voice of the customer, conveying feedback to internal teams to inform product development and enhancements.

- Assist in the development of customer-facing documentation, including FAQs, user guides, and knowledge base articles.

- Support customers post-sale with technical questions and assisted exercises.

About You

- Your persistence is unparalleled.

- Exceptional interpersonal and communication skills.

- A quick learner, self-directed, highly energetic, professional and flexible.

- Previous experience in an operating role on an IR team or as a technical resource that supports cybersecurity teams strongly preferred.

- A creative, assertive problem-solver; you are curious, prepared, team-oriented, and a self-starter.

- Extremely well organized and detail-oriented with incredible follow-through. You are highly accountable, positive, have a sense of humor and are fun to work with.

- Comfortable with ambiguity, you’re willing to roll up your sleeves and figure things out.

- You can multitask effectively, with an ability to not only balance, but effectively manage competing priorities, and multiple projects/deals at the same time.

- Precise attention to detail and strong problem-solving skills. Exceptional written and verbal communication skills.

- College degree or equivalent experience required.

What We Offer

Great people make great teams. The client believes in building highly functional, energetic, and engaging teams to serve customers. They are committed to building a high-performing, highly functional, world-class team with an amazing culture filled with curious and humble impact players who do the job that needs to get done, not just the job they have. Backed by SYN Ventures, the #1 cybersecurity VC firm in the United States, they offer the following:

- Equity

- Unlimited PTO

- Remote work flexibility

- Competitive compensation

- Medical, dental, & vision insurance

- 401K