Sr. Technical Account Manager (Northeast)

Minimum qualifications:

• B.S. in Computer Science, Engineering, or a similar field, or equivalent practical experience.
• 8 years of experience in technical customer-facing roles supporting cloud or cloud-security products (such as Technical Account Manager, Professional Services Engineer, Solutions Engineer, Technical Support Specialist, Customer Success Engineer, or Architect).
• Experience with cloud services and architecture across at least 2 Cloud Service Providers (CSPs), such as AWS, GCP, Azure, or OCI.
• Practical experience deploying and operationalizing containerization technologies (such as Docker or Kubernetes) and addressing corresponding security considerations.
• Practical experience deploying and operationalizing DevOps technologies (such as CI/CD, Version Control Systems, or Infrastructure as Code) and managing their security implications.
• Experience with Linux and Windows operating system security concepts and technical troubleshooting.

Preferred qualifications:

• 12 years of experience in technical customer-facing roles, ideally supporting a cloud / cloud-security product.
• Multiple advanced CSP certifications (such as Certified Solutions Architect - Professional or Certified DevOps Engineer - Professional).
• Security certifications (such as CISSP or CCSP) and extensive experience helping organizations address complex cloud-security challenges.
• Deep familiarity with cloud-security best practices, advanced threat models, and complex CNAPP use cases.
• Demonstrated ability to manage nebulous job responsibilities while actively improving and developing net-new processes.
• Proven track record of successfully managing a book of business with 5+ complex enterprise/strategic customers.
• Proven track record of building and maintaining executive-level relationships with enterprise/strategic clients, driving significant customer outcomes, and consistently exceeding performance targets.
• Expert ability to continuously enable customers on the Wiz platform and proactively assist them in solving problems, ranging from trivial to highly complex and strategic.
• Experience working across multiple communication channels and platforms to assist customers (such as Slack, email, and support tickets).
• Advanced ability to use data and systems (such as CRM or log analysis tools) to monitor customer health, identify complex trends, and strategically inform customer success and retention initiatives.
• Extensive experience crafting customer-facing artifacts and slide decks.
• Exceptional communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of an organization, including C-suite executives.
• Exceptional problem-solving skills, with the ability to diagnose and resolve highly complex technical issues, driving resolution across intricate and often ambiguous internal and external structures.

About the job:

As a Senior Technical Account Manager (TAM), you’ll be responsible for planning and executing strategies that drive customer adoption and use of the Wiz platform for our largest customers.

Your cloud and security industry expertise will allow you to provide impactful guidance to customers throughout their Wiz onboarding and operationalization journey. You will serve as the bridge between customers and the broader Wiz team – you'll streamline collaboration between Product Management, Sales, Engineering, and Support to deliver a cohesive customer experience for our most demanding customers.

Strong technical expertise and customer-facing skills will be essential in addressing the needs of our customers. Your understanding of how large organizations leverage cloud, security, and SaaS technologies will allow you to empathize with customer personas and drive effective conversations with customer personas at all levels.

Responsibilities:

• Be a Wiz Product and Cloud Security Expert – Serve as a trusted technical advisor throughout your customers’ Wiz journey.
• Confidently navigate customers through the deployment, configuration, and operationalization of Wiz using best practices and your existing cloud-security domain expertise.
• Serve as the primary technical contact for your book of customers, helping to solve technical questions and issues as they arise via email, Slack, and support tickets.
• Act proactively by leading the customer on a journey to full adoption and value, and promoting excellence in addressing Cloud, Code, and Runtime security risk.
• Continuously monitor news related to emerging cloud security threats and further develop your domain expertise.
• Continuously stay abreast and enabled on new Wiz features and functionality.
• Drive Adoption, Business Value Realization, and Customer Satisfaction – Ensure your book of customers are delighted and seeing value from their Wiz purchase.
• Help customers develop success plans with measurable goals throughout the Wiz lifecycle that align with their organizational security and compliance objectives.
• Use your expert knowledge of the Wiz platform and features to accelerate your customers’ success and attainment of value.
• Assist customers in project managing Wiz adoption and operationalization goals across business units and stakeholders.
• Help unblock adoption as necessary by working with both internal and external parties to resolve people, process, and technology issues.
• Drive and track your customers’ achievement of business goals and realization of value through Wiz.
• Report progress and results to key Wiz and customer stakeholders in executive-friendly communications.
• Actively drive value-based conversations with customer executives and provide meaningful contributions to QBRs/executive briefings.
• Advocate for your Customers – Understand, document, and represent your customers’ needs to internal Wiz stakeholders.
• Capture feature requests/adoption blockers and liaise with Product and Engineering teams to determine priority and alternative solutions.
• Manage your book of business and support revenue objectives – Support and manage a book of up to 10 strategic customers, depending on size and complexity.
• Identify opportunities for expansion and assist in securing renewals in partnership with sales and renewals teams.
• Drive towards utilization/adoption targets for your book of business.
• Identify, document, and action on risks (such as satisfaction/churn/renewal/health) in customer engagements.
• Develop and cultivate close relationships with key customer contacts, from C-level to practitioner, to understand sentiment and drive forward key Wiz objectives.
• Help build and scale a world-class TAM organization at a hyper-growth company – assist in driving improvements in Wiz’s TAM motion and have an impact across GTM teams.
• Develop documentation, mentor TAMs, and develop an area of technical subject-matter expertise.
• Partner cross-functionally with internal teams to improve processes.
• Assist other TAMs with technical escalations.
• Be a cloud security thought-leader by participating in industry events and contributing to community posts and blogs.

Originally posted on Himalayas