Technical Account ManagerDepartment: Customer Success
Employment Type: Full Time
Location: Texas - Remote
DescriptionAs a Technical Account Manager at Portnox, you will play a critical role in ensuring successful customer experiences. You will provide professional services to customers while also owning relationships with a portfolio of strategic clients to optimize the adoption of our... solutions.Key Responsibilities
- Deliver on-site and off-site Portnox professional services, including product deployment, configuration, health checks, optimization, training, and troubleshooting. 

- Own customer relationships and ensure they achieve desired outcomes, realizing the value of their investments in Portnox solutions. 

- Proactively identify and prioritize customer issues, develop actionable plans, and drive them to successful completion. 

- Collaborate with customers to create and implement customer success plans that align with their business and technical objectives. 

- Establish relationships with customers through regular meetings to understand their environments and how Portnox solutions can meet their needs. 

- Create customer deliverables (QBRs, upgrade plans) suitable for diverse stakeholders, from senior executives to end-users. 

- Coordinate activities with the assigned Adoption Engineer to enhance customer engagement and success. 

- Partner closely with sales, product management, engineering, and customer support teams to ensure exceptional customer satisfaction. 

- Stay updated on product capabilities, configurations, and integrations through training and lab work. 

- Identify and recommend new customer service opportunities to sales and customers, fostering expansion and renewal opportunities. 

- Manage account escalations effectively with internal stakeholders, ensuring positive outcomes in stressful situations. 

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Occasional travel required, up to 15% of the time for onsite customer engagements and meetings. 


Skills, Knowledge, and Expertise
- Bachelor’s degree in Computer Science, Engineering, Business, Technology, or a related field. 

- 5+ years of technical professional services experience in a customer-facing role, with an emphasis on customer success in enterprise technology. 

- Strong experience in network troubleshooting and configuration (e.g., tcpdump, Wireshark). 

- Knowledge of TCP/IP and enterprise network protocols (LDAP, DNS, SMTP, SNMP, DHCP). 

- Experience in network equipment configuration (Switch, Router, Firewall). 

- Hands-on experience with Portnox solutions and a fundamental understanding of networking and cybersecurity. 

- Linux O/S (Ubuntu and CentOS) installation, security configuration, and management experience. 

- Ability to gather, analyze, and interpret data to take effective action. 

- Excellent verbal and written communication skills, including the ability to present technical information to diverse audiences. 

- Strong negotiation skills and the ability to constructively address customer concerns. 

- A self-motivated individual with a positive attitude who can work independently in various environments, including enterprise, commercial, and military/government agencies. 

- Certifications (FSCA and/or FSCE) and security certifications (CISSP, SSCP, GIAC) are preferred. 


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