Technical Account Manager

Technical Account Manager – (East / Midwest US)
Careers / Professional Services & Customer Success

Gurucul is currently seeking a highly skilled and motivated Technical Account Manager to develop and expand customer relationships with our company’s most strategic accounts, and promote successful adoption, retention, and loyalty, leading to successful renewals and a world class customer experience. The ideal candidate will build strong relationships with influencers and decision makers; understand customer challenges and the expectations from SOC/security teams;

have in-depth understanding of cybersecurity data sets, use cases and technologies, account and project management skill; and have the tenacity and proactive approach to drive value and desired outcomes for customers.

While this is a remote position, candidates should be located in the United States on the East Coast or the Midwest. This role will include up to 25% travel.

Customer Relationship Management:

• Manage assigned customer portfolio
• Develop and maintain strong relationships with key stakeholders at all levels, from the executive team to the analysts and engineers to the strategic partners in the account within customer organizations.
• Act as the primary point of contact for technical inquiries, issues, and escalations
• Quarterback customers through the full customer life cycle, from onboarding through steady state (on-going operational use)
• Conduct quarterly service reviews for more in-depth check-ins for product health and successful detection, investigation, and proactive hunting capabilities
• Manage the overall customer success with Gurucul products and services
• Champion customer renewal and expansion

Technical Guidance and Support:

• Understand the customer’s security posture, including the security strategy, initiatives, gaps, team, technology, and processes to define, recommend, and execute the implementation roadmap using Gurucul platform
• Act as a trusted cybersecurity advisor and provide thought leadership to clients in the cybersecurity Next Gen SIEM, UEBA, ITDR, and Insider Threat spaces
• Provide guidance on use case implementation based on customer’s security posture and priorities
• Provide expert technical advice and support to customers regarding product implementation, configuration, and optimization
• Assist customers in troubleshooting and resolving technical issues, ensuring timely and effective solutions

Onboarding and Training:

• Lead the onboarding process for new customers, ensuring a smooth transition and successful implementation of products or services
• Collaborate with Gurucul sales, PS team, support, product, and leadership team to ensure successful deployment and operationalization of the Gurucul platform in customer environment
• Conduct training sessions and workshops to educate customers on product features, best practices, and usage

Account Planning and Strategy:

• Collaborate with customers to understand their business goals and develop tailored account plans that align with their objectives.
• Provide consultation to drive maximum value of customer’s investment, including “stickiness” and full utilization of the product
• Coordinate and meet onsite in-person for quarterly business reviews to drive customer relationships and partnerships
• Identify opportunities for upselling or cross-selling additional products and services based on customer needs
• Collaborate with sales teams to ensure growth attainment and increased footprint

Performance Monitoring and Reporting:

• Monitor customer usage and performance metrics to ensure they are achieving desired outcomes
• Provide regular reports and updates to customers on product performance, usage trends, and…