Job Location: Austin, TX | Atlanta, GA | Denver, CO | New York, NY | San Francisco, CA | Seattle, WA | Washington DC

About the department

The Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. Whether it is a WordPress blogger using our services for free or a global Enterprise business with petabytes of web traffic, our team is always eager to assist. At Cloudflare, Technical Account Managers (TAMs) are part of our Global Customer Support organization and work directly with customers to ensure a consistent and high level of support. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - to help build a better service and future product development.

What you'll do

The Technical Account Manager will own the post-contract end-to-end support experience for Cloudflare’s most strategic customers, to unblock post-go-live technical support challenges. They are a dedicated technical primary point of contact for our top-tier Enterprise customers. TAM’s responsibilities are to manage and monitor support interactions, serve as an internal advocate for customers, respond to customer escalations, and proactively escalate issues as needed. TAMs meet regularly with their respective customer(s) and provide proactive recommendations that support customers’ requirements, roadmap, and ongoing technical needs, partnering with the Customer Success and Account Team members.

To be successful in this role, you must possess strong customer service and leadership skills, be a self-starter, be committed to ongoing self-education, be able to collaborate across organizations and have excellent technical problem-solving skills.

As a TAM aligned with Cloudflare’s Network Services products and with a working understanding of Layer 3 and 4 functionality, you’ll closely engage with customers who integrate these solutions into their Cloudflare configuration, addressing their primary support needs.

Responsibilities

• Serve as primary technical support contact.
• Maintain a cooperative relationship with all cross-functional resources, such as product, engineering, and customer account teams comprising Account Executives, Customer Success, Professional Services, and Partners throughout every sales phase.
• Collaborate with the Account Team, as well as Engineering and Product, to help ensure high customer satisfaction by providing world-class dedicated support throughout the entire life of the customer partnership.
• Provide product and engineering teams with customer feedback to help identify Support challenges and opportunities. 
• Have a holistic and dynamic view of customer’s environment and use of Cloudflare products, including the customer deployment topology, expert resolution for all support issues, and proactive advice for long-term improvements.
• Create and deliver Quarterly Support Reviews including SLA adherence, top ticket drivers, ticket deep dives, and incident reviews.
• Ability to travel up to 25% of the time. 
• Ability to work one weekend every quarter. 
• Proactively engage with the account team during strategic deal closure and throughout the lifecycle of the customer.
• Point of escalation during business hours, and backup point of escalation for Cloudflare TAMs in other regions during their off hours.
• Understand client sentiment, own internal and customer facing escalations, and provide product support.
• Ensure support tickets are solved in a timely manner.
• Maintain and expand working technical knowledge of Cloudflare products.
• Single threaded owner of technical support issues, working with backend teams as needed.
• Work with global TAM’s to ensure coverage on critical issues.
• Ensure rapid Incident response.
• Assist with preparing and communicating CSRs and formal documentation for incidents and major issues.

Examples of desirable skills, knowledge and experience

• Understanding of networking and routing protocols (BGP, OSPF, IPSec, GRE, etc).
• Experience in security products and technologies (e.g Firewall, IPS, DDoS).
• Experience in system integration and multi-vendor environments & data center deployments.
• Basic troubleshooting skills (e.g. traceroute, WireShark, dig, cURL, etc.) towards identifying and escalating to the necessary teams to drive towards a solution.
• Minimum 8 years of previous experience in a customer-facing team with technical account management responsibilities.
• Have the business acumen of working with Fortune 500 companies and their leadership team.
• Fundamental understanding of how the Internet works, e.g. the OSI Model, Application and Network security, what a proxy is and how it works.
• Passionate about Cloudflare products, helping customers, and building strong relationships across organizations.

Compensation

Compensation may be adjusted depending on work location.

• For Colorado-based hires: Estimated annual salary of $127,000- $155,000.
• For New York City, Washington, and California (excluding Bay Area) based hires: Estimated annual salary of $142,000 - $174,000
• For Bay Area-based hires: Estimated annual salary of $149,000- $183,000

Equity

This role is eligible to participate in Cloudflare’s equity plan.

Benefits

Cloudflare offers a complete package of benefits and programs to support you and your family.  Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun!  The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.

Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave

About SecurityScorecard:

About the Role

As a Technical Account Manager at SecurityScorecard, you will serve as a trusted advisor to our clients, ensuring they derive maximum value from our platform and services. You will be responsible for managing the technical aspects of client relationships, understanding their unique business requirements, and providing tailored solutions to address their cybersecurity challenges.

The Ideal candidate 

Key Responsibilities

• Serve as the primary point of contact for assigned clients, building strong relationships and understanding their technical and business objectives.
• Conduct onboarding sessions to ensure smooth integration of SecurityScorecard's platform with clients' existing systems and workflows.
• Collaborate with clients to develop customized solutions and strategies that align with their cybersecurity goals and regulatory compliance requirements.
• Provide technical guidance and support to clients, troubleshooting issues, and resolving inquiries in a timely and efficient manner.
• Proactively monitor clients' security ratings and performance metrics, identifying potential risks or areas for improvement.
• Act as a liaison between clients and internal teams, advocating for client needs and ensuring timely delivery of services and support.
• Deliver regular reports and updates to clients, highlighting key insights, trends, and recommendations to enhance their security posture.
• Stay informed about industry trends, emerging threats, and best practices in cybersecurity to provide proactive guidance and recommendations to clients.
• Collaborate with Sales and Product teams to identify opportunities for upselling or cross-selling additional products and services to existing clients.
• Continuously strive to improve customer satisfaction and loyalty through proactive communication, responsiveness, and delivering value-added services.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 5+ years of experience in a technical account management or customer success role within the cybersecurity industry.
• Strong understanding of cybersecurity concepts, technologies, and best practices.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical stakeholders.
• Demonstrated ability to manage multiple client accounts simultaneously, prioritize tasks, and meet deadlines.
• Experience with CRM systems (e.g., Salesforce) and proficiency in using collaboration tools (e.g., Slack, Zoom).
• Highly organized, detail-oriented, and customer-focused mindset.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Certifications such as CISSP, CISM, or CISA are a plus.

Benefits:

Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!

The estimated salary range for this position is $110,000-140,000. Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits. 

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based upon merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law. 

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io.

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law. 

SecurityScorecard does not accept unsolicited resumes from employment agencies.#LI-DNI

Acquia empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the Acquia Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out.

Headquartered in the U.S., Acquia is positioned as a market leader by the analyst community and is listed as one of the world’s top software companies by The Software Report. We are Acquia. We are a global company with employees located in more than 30 countries, and we’re building for the future.We want you to be a part of it!

Overview:

As a Technical Account Manager at Acquia, you’ll partner with our customers to translate business strategy into technical success, unlock the potential of our products, solve challenges, and mitigate risk for them.  You will have the opportunity to work across multiple accounts, technologies, projects and potentially countries; expediting your own growth and cross-pollinating technical solutions between customers. You’ll work with a group of high-value customers and build strong relationships with them.

You’re someone who demonstrates:

• Passion for the web, open-source, and genuinely helping others
• A core understanding of your role, responsibilities, and the common purpose of the team within the company
• A teamwork mindset: Acknowledging and appreciating others’ efforts, contributions, and compromises is a priority for you. You have respect for team decisions.
• Courage: You care more about doing the right thing, even when it’s hard, than being right.
• Integrity: Acquia's core values and behaviors are aligned with yours

As a Technical Account Manager you will:

• Listen to customers. Identify their business drivers.
• Build platform strategies to achieve customer business goals.
• Consult on a wide variety of technical and strategic topics, including standard methodologies and delivery strategies with Drupal and Acquia products, including cloud hosting.
• Identify business risks and technical solutions to mitigate them.
• Connect customers with other subject matter specialists within Acquia.
• Communicate with customers with clarity and courtesy – verbally and in writing.
• Work with customers across media such as video calls, phone conferences, and email.
• Efficiently balance multiple requests from multiple customers.
• Collaborate with other global team members on technical and customer service challenges.
• Advise customers on topics such as development workflows, application performance, security, cache strategies, and high traffic events.
• Provide Drupal expertise including but not limited to: architecture, configuration, contributed modules, themes, site building and custom modules. 
• Be open to occasional travel.

You’re the Ideal Candidate if:

• You can translate technical discussions for non-technical audiences and vice versa.
• You can provide excellent customer service.
• You can communicate with stakeholders across the business at different levels 
• When problem-solving, you can go down-the-rabbit-hole quickly and are comfortable under pressure to produce next steps.
• You can use data and insight to drive customer decision-making.
• You are able to efficiently prioritize a large number of competing requests.
• You perform work with customer happiness in mind, without compromising the integrity of the work.
• You have excellent interpersonal, team cooperation, and communication skills.
• You listen and probe to understand, diagnose and what matters most to others.

Minimum Qualifications:

• You have 4-6 years Drupal experience and a developer background with WCM/CMS.
• You’ve learned from failure and you thrive on feedback.
• You’ve contributed to open source projects and participated in open source communities.
• You’ve led a delivery team, architected a solution or are an SME in a specific field.
• You’ve had exposure to enterprise or government delivery environments.

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Transmit Security gives businesses the modern tools they need to build secure, trusted and end-to-end digital identity journeys to innovate and grow. Transmit Security serves many of the world’s largest banks, insurers, retailers, and other leading brands, collectively responsible for more than $1.3 trillion in annual commerce.

If you thrive in a dynamic environment, proven history of leadership, excel at technical problem-solving, and are passionate about building lasting customer relationships, we invite you to be an integral part of our dedicated team.

Transmit Security is hiring a Technical Account Manager to join our team.  This is an individual contributor role; however, we are looking for the right person to lead some of our most strategic accounts in a post-sales technical capacity with the expectation for this role to evolve into a regional leadership position.

About the Role:

As a Technical Account Manager you are someone who can build key customer technical and business relationships, enable customers to fully utilize the Transmit platform to drive customer adoption and success.  You will use your extensive leadership experience, deep technical and problem-solving skills to partner with other internal Transmit teams to deliver a world-class customer experience. 

What You'll Do:

• Ensure our customer’s success and adoption of Transmit Security’s solutions
• Build knowledge of customer’s environments and use cases to become the customer’s champion at Transmit Security
• Understand our customers' business and technical needs, use cases and priorities, and provide technical guidance on how best to leverage Transmit Solutions to achieve our customers’ desired outcomes
• Champion the onboarding experience of new customers and driving time-to-value and ROI for customers by partnering with Product, Research & Development and Professional Services teams to deliver world class product integrations
• Identify and drive resolution of technical roadblocks for customers, helping them realize the value of Transmit products 
• Develop a deep technical understanding of Transmit’s products, their features, functions and architect solutions to address customers business and security needs
• Lead the post-sales team working with Product and Research & Development counterparts to shape Transmit products to meet our customers evolving needs
• Help manage and shape customer technical response during incidents, and ensure internal action is being executed urgently
• Present product roadmap and confirm alignment with the customer's business goals and priorities
• Participate in Quarterly Business Reviews with the Customer to highlight progress, opportunities for expansion, address blockers and enhance our partnership
• Act as a trusted technical adviser to the customer to strengthen customer relationships.
• Develop and lead in-person, remote and webinar Customer enablement sessions on Transmit Product features and use cases, best practices, and knowledge transfer
• Work with Sales and Field Engineers to develop new opportunities and provide continual and consistent feedback on health and wellbeing of the account 
• Be accountable for the solution provided to the customer to ensure great service, customer satisfaction and success

What you need

• Demonstrated technical leadership in B2B SaaS Customer Success, Solution Engineering, Technical Account Management, or services/support positions
• Previous experience leading and building out Technical Account Management, Customer Success, and/or Solution Engineering teams, processes and procedures is a plus, and strongly preferred.
• Demonstrated ability to develop and nurture executive level relationships within customer organizations, as well as internal 
• A track-record of successfully working with all levels of cross-functional internal teams leading technical projects and resources. This role will require light Project Management skills, demonstrated experience is a plus
• Deep and proven technical knowledge in Risk/Fraud and Identity and Access  technologies - SSO, SAML Federated Identity, OAuth, OIDC, RBAC, REST APIs, Certificates and Management (trust chain), Identity Orchestration, WebAuthn (FIDO2 Passkeys).
• Technical awareness of AWS, Azure, GCP cloud architectures and OpenShift and Kubernetes frameworks
• Technical curiosity to learn new bleeding edge technologies and platforms, and apply this knowledge to support customers in their journey with Transmit
• Strong communication/presentation skills within all levels of management
• Experience developing, executing and driving adoption of key strategic initiatives across cross-functional teams.
• Strong organizational skills and the ability manage competing priorities with minimal supervision
• Agility to adapt to quickly changing technical, business and market needs
• Willingness to travel as needed to support customer engagements in EMEA (up to once a month)

Benefits:

• Competitive salary.
• Comprehensive benefits package including health, dental, and vision insurance.
• Dynamic and collaborative work environment with a focus on innovation.
• Flexible work arrangements and remote work options.

Transmit Security is committed to fostering, cultivating and preserving a culture of Diversity and Inclusion. Our human capital is the most valuable asset we have. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our Culture, but our Reputation and Achievements as well.  We encourage diversity and embrace our employees’ differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other characteristics that make our employees unique.

#LI-CY1 #LI-Remote #LI-Hybrid

 LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

Overview:

The Technical Account Manager (TAM) is a role of the technical operational success champion for top tier customers who acts as a core part of the LP account team. As a TAM, you will become a key advisor and partner to your assigned customers to ensure value realization and execution of their technical roadmap. You will have a proactive outlook to steer the customers successfully through their use and expansion of the LP products and services, organize special event readiness, rally internal teams towards your customers’ wellness, conduct health checks, build alarm dashboards and monitor for anomalies, be ready to roll up your sleeves to troubleshoot complex issues, coordinate global support resources to assist with priority items, and attend customer war rooms to assist with crisis.  

You will: 

• Drive Day 2 technical operational success cross-functionally for assigned brands 
• Build strong relationships with key customer stakeholders and account teams
• Maintain knowledge and record the details of the customer environment, architecture and technical roadmap for the LP implementation and the ecosystem in which it operates
• Proactively communicate operational changes, bug fixes, and enhancements
• Be a hands-on troubleshooting generalist
• Guide cross-functional teams in resolving customer issues based on priorities
• Oversee support, product, and engineering deliverables aligned with SLAs
• Facilitate technical alignment with LivePerson product roadmap
• Conduct detailed operational and business reviews to identify corrective and optimization opportunities
• Participate in internal account meetings, collaborating with teams
• Develop wellness and event readiness plans for brands
• Drive completeness and ongoing enhancements to the alarm monitoring of your brands
• Communicate platform and feature issues to brands promptly
• Assume on-call shifts to assist with company-wide major incident management
• Provide timely support for special events and crisis management as needed for the business
• Conduct timely post-incident root cause analyses, collaborating with engineering and customer stakeholders
• Be the focal point for all follow up to activities which indicate product issues with the LP platform such as accessibility or security audits
• Be a coach to other team members
• Drive product improvements through continuous feedback to Product Management

You have:

• 4+ years of experience in Technical Account Management or related technical customer-facing experience in SaaS/CCaaS or web engagement for Fortune 500 clients. 
• Hands-on experience with web and scripting technologies, familiarity with APIs/SDKs preferred
• Experience with CTI (Computer Telephony Integration) and understanding of telephony systems and events.
• Experience with CRMs such as Salesforce. Administration experience with Salesforce is a plus.
• Experience with Windows and Linux servers, installing and configuring server software, and evaluating server logs.
• Experience with cloud technologies and Platform as a Service (PaaS) solutions.
• Excellent verbal and written communication skills, essential for effective client interactions.
• Strong critical thinking and problem-solving abilities to address complex technical challenges.
• Thorough understanding of omnichannel technologies and associated support teams/processes.
• A team player mindset with the capability to collaborate effectively across various organizational levels and virtual teams.
• Proven relationship management skills, fostering collaboration and partnership.
• Self-motivated and capable of working independently with minimal supervision, effectively managing time and tasks.
• Comfortable driving technical discussions related to platform and product performance.
• Experience with CRM tools, bug tracking systems, repositories, and log aggregation tools.
• Ability to thrive under pressure and tight deadlines, with flexibility to work non-standard hours including holidays, nights, and weekends as required, particularly for top account crisis management.
• Discipline and commitment to fulfilling on-call duties as necessitated by business demands.
• Willingness to travel to additional customer sites as needed, up to 10% of the time.
• Bachelor's degree in a relevant field or equivalent practical experience.

Benefits: 

• Health: medical, dental, vision and wellbeing.
• Time away: 15 days PTO, Public holidays as well 5 care days and 10 sick days.
• Financial: ESPP, Basic life and AD&D insurance, long-term and short-term disability
• Family: parental leave, maternity support, fertility services.
• Development: Generous tuition reimbursement and access to internal professional development resources.
• Additional: Health Service Navigator, Counseling Services & resources to help you and your family maintain overall good health and wellness
• #LI-Remote

Why you’ll love working here:

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson:

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

Description

We are looking for a leader with prior experience in Technical Account Management and value-added support services. The ideal candidate will lead a team of Technical Account Managers, who are responsible for managing the service delivery experience of our Premium customers. Partnering with the Head of TAM Services to drive the development and execution of a Global TAM strategy, ensuring an exceptional service experience that is metrics-driven and solution-oriented. You will be responsible for managing, mentoring, and coaching team members, while also overseeing career development planning and guidance. Additionally, you will play a pivotal role in hiring, onboarding, and training new team members. Your role will require effective cross-team communication between Support, Product/Engineering, and Sales, fostering collaboration among Support managers and teams. Furthermore, you will closely collaborate with Account Management Teams, such as Solution Consulting, Account Executives, Professional Services, and Partners, to guarantee a seamless customer experience.

Responsibilities

• Collaborate with the Head of TAM Services to develop and execute the Global TAM strategy.
•  Maintain a metrics-driven and solution-oriented approach to deliver a world-class service experience.
• Lead, mentor, and coach team members to achieve their full potential.
• Provide guidance for career development within the team.
• Handle the recruitment, onboarding, and training of new team members.
• Foster cross-team communication between Support, Product/Engineering, and Sales.
• Promote team collaboration with other Support managers and teams.
• Partner closely with Account Management Teams to ensure a seamless customer experience.
• Facilitate the implementation of new processes to enhance customer support.
• Cultivate and strengthen the collaborative culture within Cloudflare Support.
• Address critical customer escalations and manage stakeholder expectations, providing senior management with resolution plans.
• Collect and analyze support metrics to drive continuous improvements.
• Ensure proactive and high-quality ticket and incident management.
• Responsible for weekly reporting, including team metrics, customer trends, issues, and requests.
• Contact customers proactively to ensure the highest level of service satisfaction and develop and implement a corrective action plan, to avoid potential churn

Requirements

• 5 to 8 years of technical leadership experience, preferably in SaaS or Network/General Cyber Security.
• Previous experience leading a regionally distributed team connected to a 24/7 Follow-the-sun service delivery model.
• Experience in scaling and operationalizing new/existing TAM offerings for large enterprise customers.
• Prior experience with paid support services, including observability (Security/Network Operations Center).
• Direct experience in the hiring process, including candidate review, interviewing, and collaborative decision-making.
• Strong written and oral communication skills.
• Excellent problem-solving abilities.
• Enthusiasm for working directly with customers.
• A proven track record of building and leading world-class Technical Support teams, ideally in an infrastructure, platform, or SaaS business.
• Passion for creating and promoting best support practices.
• Willingness to be available during weekends and holidays as needed.

The Basics:

At Tanium, our Support Engineers fulfill a necessary role in our organization by serving our customers in resolving technical issues and answering technical questions in a timely manner. With a primary focus on customer satisfaction, Support Engineers work both reactively and proactively to improve the overall experience of our enterprise customers when using Tanium. This role reports to a Support Manager.

As a Support Engineer, you’ll have continuous opportunities to apply your best technical skills while building new skills ranging from scripting to debugging.

What You’ll Do:

• Assisting customers by:
  • Triaging inbound support cases
  • Solving customer support cases
  • Working with other Support Engineers to assist with their assigned cases
  • Answering customer questions in the Tanium community site
• Improve customer experience by:
  • Documenting best practices
  • Tracking activity, documenting root cause, and reporting
  • Serving as a technical subject matter expert, focusing mostly on the testing and troubleshooting aspects of the area
  • Testing Tanium and providing feedback to the Engineering teams on how we can improve the overall customer experience

We’re Looking For:

Education

• Associates degree or equivalent experience required
• BS degree in Computer Science, MIS, or similar experience a plus

Experience and Skills

Must Haves:

• 3+ years into their career field with solid technical skills in one or more areas of networking, security, operations, scripting, and/or programming
• Ability to master new concepts and technologies; continually striving to master the Tanium platform and modules
• Problem solving; can break problems down into manageable, ordered piece parts and successfully convey the problem statement and plan to others
• Aptitude for comprehending complex troubleshooting
• Good Judgement; understand the importance of weighing cost and value in decision making and practice making good judgement calls with improved consistency overtime
• Independent; should be able to independently work on problems; should be able to complete tasks with limited assistance; participate in projects and follow technical support procedures only requiring help on more complex enterprise initiatives or issues

Good to Have:

• Prior experience and breadth of knowledge needed to support customers
• Hands-on Tanium experience
• Relevant technical certifications (Google IT SupportProfessional Certificate, CISSP, MCSE,A+/Security+/Network+ combined, etc.)
• For Federal Roles only:
  • Security clearance or ability to obtain a security clearance may be required
  • 8140.1 training/8570 certification may be required
  • Prior military service in a related field (e.g. NavyCryptologic Technician - Networks, USAF 3D or 1B,Army 17C or 35Q, 25D, etc.) a plus
• Experience in one or more of the following technical domains: Endpoint Security, EndpointSupport/Troubleshooting, Incident Response, SystemsManagement, Utility Scripting (bash, PowerShell,VBScript, Python.)

About Tanium 

Tanium delivers the industry's only true real-time cloud-based endpoint management and security offering. Its converged endpoint management (XEM) platform is real-time, seamless, and autonomous, allowing security-conscious organizations to break down silos between IT and Security operations that results in reduced complexity, cost, and risk. Securing more than 32M endpoints around the world, Tanium's customers include Fortune 100 organizations, top US retailers, top US commercial banks, and branches of the U.S. Military. It also partners with the world's biggest technology companies, system integrators, and managed service providers to help customers realize the full potential of their IT investments. Tanium has been named to the Forbes Cloud 100 list for nine consecutive years and ranks on the Fortune 100 Best Companies to Work For. For more information on The Power of Certainty™, visitwww.tanium.comand follow us onLinkedIn andX. 

On a mission. Together. 

At Tanium, we are stewards of a culture that emphasizes the importance of collaboration, respect, and diversity. In our pursuit of revolutionizing the way some of the largest enterprises and governments in the world solve their most difficult IT challenges, we are strengthened by our unique perspectives and by our collective actions.   

We are an organization with stakeholders around the world and it’s imperative that the diversity of our customers and communities is reflected internally in our team members. We strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that only together can we do great things. 

Taking care of our team members 

Each of our team members has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.   

For more information on how Tanium processes your personal data, please see our Privacy Policy

About Invoca:

Invoca is the industry leader and innovator in AI and machine learning-powered Conversation Intelligence. With over 400 employees, 2,000+ customers, and $100M in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company and have raised over $184M from leading venture capitalists including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures.

About the Role:

As an Invoca Senior Technical Account Manager (TAM), you will join Invoca's Customer Success team to play a meaningful role in consulting, advising, and maintaining the account health of Invoca's customers. As a Senior TAM, you will provide consultative and tactical guidance for Invoca customers and Customer Success Managers to navigate the technical aspects of our technology, and to assist with incremental usage and adoption of our products. With strong organizational and project management skills, you will lead the successful planning and execution of strategic, technical customer initiatives, spanning various industries and use cases. You will coordinate effectively with cross-functional stakeholders internally and externally to solve problems and identify how your customers can benefit from new solutions and features.

This technical and hands-on position requires you to work in a team and individual work setting, contributing to all aspects of technical account management including acting as a single point of contact for all technical needs, advocating on behalf of your customers for product enhancements, and advising customers on how to succeed using Invoca long-term and maintaining the overall health of their Invoca implementation. 

You Will:

• Act as the main technical point of contact in ongoing, subscription-based, paid engagements with a portfolio of Invoca customers
• Identify and implement technical features and functions to measure and report on desired customer outcomes
• Advocate customer feedback cross-departmentally
• Work alongside the customer success management team to understand what is most important to the customers in your portfolio, preview new product releases, and identify opportunities to adopt new products and participate in beta programs
• Monitor and project manage ongoing engagements between the customer and other internal technical teams
• Train and enable new and existing customer account admins on how to best utilize and navigate their Invoca platform
• Assist with building enhancements to Invoca customer accounts to meet new needs including campaign management, Invoca ConnectApp integrations, and report building
• Technically manage and/or implement ad-hoc customer and internal special projects
• Manage white-glove account maintenance requests
• Maintain and monitor the health of customer accounts to maximize long-term value
• Track work and time spent on customer initiatives in internal CRM, consistently keeping records up to date
• Nice to have: Consolidate monthly product release notes and publish to stakeholders.

You Have:

• 5+ years of successful technical account management, implementation, or deployment experience in a customer-facing role required
• Entry level knowledge and functional understanding of front-end web languages including JavaScript, HTML, and CSS
• Experience using APIs, webhooks, and general data transfer architectures and techniques
• Experience owning a book of customers, continuously supporting their ongoing technical needs, while simultaneously managing multiple projects for them
• Experience in scoping, clarifying objectives, dealing with ambiguity/under-defined problems, advocating for simplification, and influencing teams
• Customer-first mentality; ability to empathize and create customer loyalty
• Excellent oral and written communication skills - communicating with both internal andnexternal stakeholders
• Strong organizational, and analytical skills and the ability to work at a highly detailed level
• Ability to deeply articulate and compare customer needs along with their relevant business value to both internal technical and non-technical audiences

Bonus Qualifications:

• Background in SaaS
• Background in Digital Media, and/or industries such as Telecom, Mobile, Healthcare, Automotive, FinServ, or Insurance
• Knowledge and experience using APIs, webhooks, and general data transfer architectures and techniques
• ● Hands-on experience with web analytics, CRM, marketing automation, bid management, ad-serving, and attribution software a plus
• Working knowledge of the digital marketing technology landscape is a plus

Salary, Benefits & Perks:

Teammates begin receiving benefits on the first day of the month following or coinciding with one month of employment. Offerings include:

• Paid Time Off -Invoca encourages a work-life balance for our employees. We have an outstanding PTO policy starting at 20 days off for all full-time employees. We also offer 16 paid holidays, 10 days of Compassionate Leave, days of volunteer time, and more.
• Healthcare -Invoca offers a healthcare program that includes medical, dental, and vision coverage. There are multiple plan options to choose from. You can make the best choice for yourself, your partner, and your family.
• Retirement - Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
• Stock options - All employees are invited to ownership in Invoca through stock options.
• Employee Assistance Program -Invoca offers well-being support on issues ranging from personal matters to everyday-life topics through the WorkLifeMatters program.
• Paid Family Leave -Invoca offers up to 6 weeks of 100% paid leave for baby bonding, adoption, and caring for family members.
• Paid Medical Leave - Invoca offers up to 12 weeks of 100% paid leave for childbirth and medical needs.
• Sabbatical -We thank our long-term team members with an additional week of PTO and a bonus after 7 years of service.
• Wellness Subsidy - Invoca provides a wellness subsidy applicable to a gym membership, fitness classes, and more.
• Position Base Range -$95,000 to $115,000 Salary Range / plus bonus potential
• Please note, per Invoca's Covid-19 policy, depending on your vaccine verification status, you may be required to work only from home / remotely. At this time, travel and in-person meetings will require verification. This policy is regularly reviewed and subject to change at any time.

DEI Statement

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace.

#LI-Remote

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, nd reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

Overview:

The Technical Account Manager (TAM) is a role of the technical success champion for top tier customers who acts as a core part of the LP account team. As a TAM, you will become a key advisor and partner to your assigned customers to ensure value realization and execution of their technical roadmap. You will have a proactive outlook to steer the customers successfully through their use and expansion of the LP products and services, organize special event readiness, rally internal teams towards your customers’ wellness, conduct health checks, build alarm dashboards and monitor for anomalies, be ready to roll up your sleeves to troubleshoot complex issues, coordinate global support resources to assist with priority items, and attend customer war rooms to assist with crisis.  

You will: 

• Drive technical success cross-functionally for assigned brands.
• Establish and nurture strong relationships with key customer stakeholders and account teams, including executive level leadership.

• Maintain knowledge and record the details of the customer environment, architecture, customizations and technical roadmap for the LP implementation and the ecosystem. 
• Proactively communicate operational changes, bug fixes, and enhancements to customers.

• Serve as a hands-on troubleshooting facilitator for complex issues.
• Lead cross-functional teams in resolving customer issues based on strategic and operational business priorities.
• Oversee delivery of support, product, and engineering services as per SLAs and as committed.
• Facilitate strategic alignment between customer requirements and LivePerson product roadmap.
• Conduct detailed operational and business reviews to identify proactive corrective and optimization opportunities.
• Develop wellness and event readiness plans tailored to customer needs.
• Drive continuous enhancements to alarm monitoring systems for proactive issue resolution.
• Assume on-call shifts to assist with company-wide major incident management
• Provide timely support for special events and crisis management as needed for the business.
• Conduct timely post-incident root cause analyses, collaborating with engineering and customer stakeholders.
• Be the focal point for all follow up to activities which indicate product issues with the LP platform such as accessibility or security audits.
• Be a coach to other team members. 

You have:

• Proven experience in Technical Account Management or Solution/Support Engineering within SaaS/CCaaS or web engagement sectors, specifically supporting Fortune 500 clients.
• 2-4+ years of hands-on expertise in web and scripting technologies, with a strong understanding of APIs/SDKs.
• Project management experience is highly valued, with certifications being a plus.
• Proficiency in data analysis, including SQL/NoSQL/Data lake, to provide valuable insights.
• Excellent verbal and written communication skills
• Familiarity with cloud technologies and PaaS solutions
• Strong critical thinking and problem-solving abilities to address complex technical challenges.
• Team player with the ability to work with multiple stakeholders and cross-organizational efforts with a number of different virtual teams concurrently.
• Proven relationship and account management skills, ensuring client satisfaction and retention.
• Self-motivated and capable of working independently with minimal supervision, effectively managing time and tasks.
• Show up and own any technical conversation pertaining to the platform and product performance for your brand
• Comfortable engaging in technical discussions related to platform and product performance.
• Experience with CRM tools, bug tracking systems, repositories, and log aggregation tools.
• Ability to thrive under pressure and tight deadlines, with flexibility to work non-standard hours including holidays, nights, and weekends as required, particularly for top account crisis management.
• Discipline to conduct on-call duties as required by the business
• Available to travel to additional customer sites as required (up to 10%)
• BSc/BA degree in a relevant field or equivalent experience

Benefits: 

• Health: medical, dental, and vision
• Time away: 28 vacation days
• Development: Generous tuition reimbursement and access to internal professional development resources. 
• Additional: Food Vouchers.
• #LI-Remote

Why you’ll love working here:

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson:

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

About SecurityScorecard:

Why join SecurityScorecard’s Customer Success Team?

We are seeking a passionate and results-driven Customer Success Manager to join our dynamic team. The ideal candidate will be customer-oriented, possess excellent communication skills, and be proactive in delivering exceptional service to our enterprise customers. As a Customer Success Manager, you will be responsible for understanding customer needs and ensuring they receive maximum value from our products/services throughout their journey with us.

What You’ll Do

Customer Onboarding and Adoption:

• Guide new customers through the onboarding process to ensure a smooth and successful integration of our products/services into their workflow.
• Educate customers about product features and benefits, helping them achieve their specific goals.
• Monitor customer adoption and usage, identifying potential roadblocks and proactively providing solutions.
• Relationship Management:
• Build and maintain strong, long-lasting relationships with customers, acting as their primary point of contact.
• Conduct regular business review meetings with customers to assess their satisfaction and address any concerns or issues promptly.
• Act as a customer advocate within the company, representing customers' needs and feedback to internal teams.

Customer Support and Issue Resolution:

• Act as a point of escalation for critical technical issues
• Collaborate with the technical support team to ensure prompt resolution of technical issues, ensuring minimal disruption to customer operations 
• Customer Success Planning:
• Collaborate with customers to define and monitor key success metrics, ensuring alignment with their goals and objectives.
• Create customized success plans for each customer, outlining clear milestones and action items to drive desired outcomes.

Renewals and Upsells:

• Monitor customer account health and proactively identify upsell opportunities to drive revenue growth.
• Work closely with the sales and renewals team to renew customer contracts and secure long-term partnerships.
• Customer Feedback and Product Improvement:
• Gather customer feedback and insights to help shape product development and improvements.
• Collaborate with the product team to relay feature requests and enhancement suggestions from customers.

What we Need you to Have:

• Bachelor's degree in Computer Science, Information Systems, Cybersecurity, or a related field.
• 5+ years of experience in a customer-facing role such as customer success, account management, or customer support.
• Exceptional communication skills, both written and verbal, with a keen ability to empathize and understand customer needs.
• Strong problem-solving skills and the ability to think out of the box to resolve complex customer challenges.
• Detail-oriented, organized, and able to manage multiple customer accounts simultaneously.
• A proactive approach to customer success, anticipating customer needs and providing proactive solutions.
• Familiarity with Salesforce, Clari, and GainSight, and customer success tools is a plus.
• Bilingual in English and Mandarin and/or Bahasa Indonesia and Malaysia 

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based upon merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law. 

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io.

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law. 

SecurityScorecard does not accept unsolicited resumes from employment agencies.