Senior Manager - Technical Account Management

Senior Manager, Technical Account Management

As part of our rapid growth, we are looking for a Senior Manager to join our TAM team! This person will lead multiple TAMs in EMEA, each responsible for a number of assigned accounts, maintaining a single-minded focus to ensure clients are extracting the most value out of their Axonius investment, and reduce churn. The TAM leader should have a great track record working with teams and translating complex technical issues into tangible solutions. Collaboration with our most strategic customers is a primary responsibility, demonstrating comprehensive knowledge of the Axonius platform. You will forge relationships with our customer’s leadership, developing a deep understanding of their Axonius drivers, guide the TAMs in sharing technical best practices, and lead the TAMs through the handling of any major incidents, managing the customer’s expectations and communications through the resolution of such incidents. 

The ideal TAM Senior Manager is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, is able to learn new technologies quickly, and uses their time efficiently. There may be some occasions requiring travel to customer sites and may need to be available for some after-hours calls depending on the customer’s needs or time zone.

Responsibilities

• Lead teams of TAMs, ensuring the success of their customers and the growth and nurturing of their careers
• Develop relationships with key business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities.
• Help customers achieve their business goals and outcomes by providing timely, proactive recommendations that will benefit customers’ ongoing usage of Axonius.
• Become a trusted advisor with both key business and technical decision-makers.
• Guide the team on identifying key industry business process areas for opportunity to use the Axonius platform.
• Lead the maturing of our Business/Health Review program and providing relevant technical recommendations on solutions specific to customers’ business needs.
• In support of the overall Customer Success strategy, monitor and identify trends in Axonius adoption and utilisation, use case development and value tracking, using this data to get ahead of and prevent churn.
• Proactive liaison and focal point for the TAMs into additional Axonius teams including Product and Technical Support Team, to address product feature/technical hurdles.
• Ensure proactive communications in the event of a service degradation or disruption.
• Provide timely account or issue executive-level summary status reports both internally and to the customer.
• Identify and collaborate with internal teams to mitigate renewal risks for both license and success plans subscriptions.
• Drive the TAM team in working closely with sales to identify additional opportunities for Axonius products and growth in customer environments.
• Forecast team needs and growth as the company continues to scale

Experience/Skills Required

• 8+ years relevant work experience in one or more of the following: Technical Account Management ,Enterprise Architecture, Technology Consulting, Customer Success, Technology Solutions Development
• Worked within a SaaS organisation 
• Experience leading a team of TAM's in the enterprise software space, providing direct oversight to engagement deliverables and overall health, as well as direct alignment to customer executive stakeholders
• Experience in dealing with large, complex, distributed systems scale business.
• Comfortable in dealing with IT systems that support end-to-end business processes across the customers’ value chain.
• Large scale implementation experience with complex solutions environments.
• Navigate, escalate, and lead efforts on complex customer requests or projects involving multiple parties and enterprise systems.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation, including executive and C-level.
• Ability to prioritise, multi-task, and perform effectively under pressure.
• Aptitude for both analysing technical concepts and translating them into business terms and for mapping business requirements into technical features.
• Strong knowledge of business processes (Sales, Service, Marketing, Support), business applications, and automation.
• Thorough familiarity with the database, application, and network technologies used in Cloud Computing (e.g knowledge of network topologies and devices, database concepts and SQL, multi-tenancy).
• Knowledge of the software development process and of software design methodologies (coding experience useful, but not required).

Experience/Skills Desired

• Front line consulting leadership and people management experience is highly preferred
• Enterprise architecture experience is a plus.
• Deep technical knowledge and implementation experience with endpoint, network, SIEM and cloud security tools.
• Prior experience leveraging the Axonius platform
• Experience working in a previous fast paced and rapidly growing organisation
• Experience of the cyber security marketplace
• Bilingual is a plus.

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