SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. SpyCloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes SpyCloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further!

*This role can be hybrid out of Austin (preferred) or remote in the United States with occasional travel to the office (around once per quarter)

The Senior Technical Account Manager (TAM), Team Lead works closely with SpyCloud’s customers and draws on their exceptional customer-facing skills and technical acumen to help our customers successfully adopt our products. With a goal of becoming a trusted consultant and advisor, the TAM unlocks value and creates solutions that leverage our products and services. A successful TAM utilizes their relationship management skills and technical knowledge and credibility to effectively communicate to all levels of the organization.

What You'll Do:

Team Lead:

Lead a team of strategic Technical Account Managers for US based accounts
Create strategy for overall technical account management
Develop processes that incorporate product account usage for technical account health
Identify opportunities for streamlining technical account management processes ensuring product usage and efficient configuration

Project Management:

Project manage enterprise quick onboarding, customer integrations, ensuring timely and successful launches to achieve customer defined value.
Monitor the product adoption, and the program/project from initiation through delivery, proactively interfacing with customers on technical matters.

Customer Collaboration:

Work closely with Customer Success, Product Management, Engineering and other internal teams to identify opportunities and translate customer goals into executable technical setups with adoption plans that arrive at customer defined value.
Understand the customer goals, objectives, and how they measure success. Proactively identify and address technical challenges or opportunities, owning the process including communication of issues, goals, requirements, and solutions.

Technical Guidance & Innovation:

Maintain a deep understanding of SpyCloud’s products.
Create unique ways to address Customer problems in a proactive manner and escalate as emerging technical trends arise.
Provide technical guidance and manage timelines, milestones, migration goals, and business transformation strategies.

Best Practices Development:

Develop best practices and assets based on learnings from customer engagement to support initiatives to scale.
Define customer metrics to determine usage and value derived from product adoption.

Customer Advocacy:

Be a customer advocate, representing our customers internally.
Provide feedback and find ways to improve the customer’s experience through processes and collateral, driving customer defined value realization.

Requirements:

Technical Acumen:

Strong technical acumen and experience influencing change at all levels.
A solid working knowledge of various web technologies with an understanding of APIs and databases.
Good knowledge of REST technology, previous work with APIs, and ability to understand and troubleshoot cloud solutions.

Documentation and Process Management:

A track record of creating documentation of processes, playbooks, and other information for use by TAMs.

Team Collaboration:

Ability to work effectively in teams of both technical and non-technical individuals across multiple concurrent projects.

Business-Technical Translation:

Experience translating business goals into technical solutions.

Data Analytics:

Understands data analytics to identify key performance indicators and perform data analysis to drive insights.

Customer Interaction:

Ability to seamlessly work with the customer's development team.
Practical experience with a solid background in problem analysis and resolution of SaaS enterprise platforms.

BA/BS/Undergraduate degree required.

Nice to Have

7+ years of Technical Account Management or Sales Engineering experience in a customer-facing role.
Familiarity with Software as a Service (SaaS) solutions.
Hands-on experience with programming/scripting languages and their usage with APIs.
Cybersecurity and ATO prevention experience is a plus.
Experience with either Active Directory, Entra ID, Splunk, XSOar, Sentinel. SOAR/SIEM

For applicants residing in California, please click here to read SpyCloud's CCPA Notice.

SpyCloud is not sponsoring visas at this time.

U.S.-Based Benefits + Perks (for Full Time Employees):

At SpyCloud, we are committed to working alongside individuals who are equally passionate about preventing cybercrime, regardless of their department or role. Guided by our core values in all business decisions, we prioritize unity in our mission and ensure all SpyCloud employees have the support and benefits they need to stay focused on our goals. In addition to our engaging workspace in South Austin, flexible and remote-friendly work options, and competitive salary package, we offer our employees a comprehensive benefits package that includes:

401(k) with Employer Contribution
Health, Vision, and Dental Insurance
- Health Savings Account (HSA) available with Employer Contribution
Employer Paid Life, Short-term, and Long-term Disability Insurance
Generous PTO Plan and 16 paid holidays per year

U.K.-Based Benefits + Perks (for Full Time Employees):

Retirement Savings Plan with Employer Contribution
Employer Provided Private Health Insurance and Healthcare Cashplan
Employer Paid Life Insurance and Income Replacement
Generous Holiday Plan and 14 paid holidays per year

About SpyCloud:

SpyCloud is on a mission to disrupt the cycle of cybercrime. As the leader in Cybercrime Analytics, our solutions thwart cyberattacks that originate from the use of stolen data, including account takeover, ransomware, and online fraud. More than 550 customers and partners trust SpyCloud to protect users' identities, prevent targeted attacks, and unmask adversaries attempting to harm businesses and their customers.

To learn more and see insights on your company’s exposed data, visit SpyCloud.

Our Mission:

Our mission is to make the internet a safer place by disrupting the criminal underground. Together with our customers and partners, we aim to end criminals’ ability to profit from stolen information.

Who We Are:

SpyCloud is a place for innovative, collaborative, and problem-solvers to thrive. Individually, we’re amazing, but together, we’re unstoppable. We celebrate diversity and various perspectives and aim to create an inclusive and supportive environment for all. We are proud to be an Equal Employment Opportunity and Affirmative Action employer of choice. All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Women, minorities, individuals with disabilities, and protected veterans are encouraged to apply. SpyCloud complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

SpyCloud expressly prohibits any form of workplace harassment. Improper interference with the ability of SpyCloud's employees to perform their job duties may result in discipline up to and including discharge. SpyCloud shares the right to work and participates in the E-Verify program in all locations.

If you need assistance or accommodation due to a disability, you may contact us.

Our Culture:

Our culture is something really special. We’re all driven to disrupt the cybercriminal economy as we keep customer accounts safe from compromise. We support a truly worthy and serious mission, but we have fun doing it together. If you are driven, inventive, and collaborative, you’ll fit right in.

SpyCloud’s Recruitment Policy:

We will never ask an applicant for sensitive or personal financial information during the recruitment process. We advise all applicants seeking employment with SpyCloud to review available information on recruitment fraud. Anyone who suspects that they have been contacted by someone falsely representing SpyCloud should email [email protected].

Compensation Transparency Policy:

At SpyCloud, we believe in transparency and fairness in compensation. We strive to ensure that all employees are fairly compensated for their contributions, and we openly discuss our compensation philosophy and structure. We are committed to providing competitive salaries and benefits packages to attract and retain top talent, and we encourage open dialogue and feedback regarding compensation matters.

Learn more and apply: SpyCloud Careers

For applicants residing in California, please click here to read SpyCloud's CCPA Notice.

Senior Technical Account Manager (TAM), Team Lead

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