Technical Account Manager- Bangalore

Technical Account Manager

Your Role:

The Technical Account Manager (TAM) is a critical role at Vectra with responsibility for implementation and outcome delivery for Vectras Enterprise customers. In this role you will lead the technical implementation of Vectras platform work with customers to expand their coverage improve their workflows and assist with value reporting. You will develop relationships with key contacts and connect with key business executives security leaders and IT stakeholders to develop an understanding of their strategic business needs and goals.

Your Impact:

Leveraging this customer knowledge and your expertise in Vectra products and cybersecurity you will provide an ongoing implementation and adoption coverage share industry best practices and develop a strategy to ensure that your customers maximize value from their investment in Vectra.

Responsibilities:

Support customers in large and highly complex enterprise organizations

Lead customers throughout the entire customer journey: onboarding implementation value realization adoption and expansion

Lead the customer relationship providing ongoing support and proactive leadership to Vectras customers to drive high levels of customer satisfaction deep engagement and mutual success.

Conduct customer touchpoints executive business reviews and proactively monitor customer health

Drive integration of the Vectras platform into our customers business processes and technical ecosystem to create and increase value realization.

Identify and grow expansion opportunities within the customer base and collaborate with the sales team to facilitate growth attainment.

Identify and assess renewal risks; develop and collaborate with internal teams in executing the remediation plans.

Direct crisis and incident response with urgency working cross-functionally to ensure timely resolution while communicating effectively with customers.

Identify develop and implement repeatable programs and processes across your portfolio of customers to maximize product adoption and usage and achievement of customers business objectives.

Track measure and report on key metrics such as: customer satisfaction customer health score adoption rates etc.

Able and willing to travel for on-site customer visits as required (25- 50%)

Requirements:

Candidates must have a solid technical foundation in network security and enterprise software a proven track record of successfully interfacing with customers on both technical and non-technical levels strong business acumen and obsession about customer experience.

A minimum of 5 years of experience in enterprise subscription-based vendors in a customer-facing role (such as Technical Account Management Professional Services Sales Engineering or Strategic Customer Service)

Extensive experience as a hands-on TAM supporting high touch enterprise customers (Fortune 500 or other large companies)

Good understanding of security product lines (firewalls sandboxing SIEM forensics-type platforms)

Knowledge of TCP/IP DNS VPN and SSL technology

Good understanding of current security technologies and risks

Project management skills with a high attention to detail

Proven experience in supporting customers with strong empathy

Proven record of establishing and building successful C-level relationships

Service management minded with strong commitment to customer service

Excellent presentation and communication skills both verbal and written

Excellent organizational analytical negotiation and influence skills

Incident Response or Security Analyst background is a plus