Description
We are a rapidly expanding cybersecurity startup, pioneering the industry with our innovative product. We are seeking a dynamic and technically proficient Technical Account Manager Team Leader to guide our team of Technical Account Managers. If you thrive on tackling intricate challenges, partnering with leading-edge clients, and empowering a high-achieving team, this opportunity is for you!
In this role, you will spearhead a highly skilled technical team that collaborates closely with defense-related and security-focused clients. You will blend hands-on technical problem resolution, strategic planning, and cultivating strong client relationships to ensure our customers achieve their objectives and experience exceptional satisfaction.
Responsibilities:
- Lead and mentor a team of Technical Account Managers, fostering a collaborative and high-performance environment.
- Oversee the delivery of exceptional technical support and account management to key clients.
- Act as a point of escalation for complex technical issues, providing expert guidance and resolution.
- Develop and implement processes and best practices to optimize team efficiency and client satisfaction.
- Collaborate with cross-functional teams, including engineering and product, to address client needs and drive product improvements.
- Build and maintain strong relationships with key client stakeholders, ensuring their ongoing success.
- Monitor and analyze key performance indicators (KPIs) to track team performance and identify areas for improvement.
- Contribute to the strategic planning and execution of client success initiatives.
Requirements
- 2+ years of proven experience managing technical teams, preferably in support, technical account management, or a similar role.
- 5+ years of hands-on experience in a technical support or Tier 3/4 role.
- Advanced experience with Linux/Unix systems.
- Proficiency with Docker/Kubernetes.
- Working knowledge of SQL/NoSQL databases and basic query writing.
- Strong understanding of networking concepts, including firewalls and network protocols.
- Exceptional troubleshooting and multitasking abilities.
- Strong interpersonal and communication skills, with fluency in spoken and written English.
- Ability to travel internationally (up to 20%).
- Nice to Have:
- Programming experience in Python or Ansible - Advantage.
- Experience with Bash scripting - Advantage.
- Familiarity with ticketing and CRM systems (e.g., Salesforce, Jira) - Advantage.
- B.Sc. in Computer Science, Engineering, or equivalent technological experience - Advantage.