[Hiring] Technical Account Manager @AppOmni

Role Description

AppOmni thrives off the success of our customers, and we're looking for a strategic, growth-focused, and results-driven Technical Account Manager to engage and enable AppOmni’s largest customers. Our Customer Success team serves as the primary advocate for our customers, guiding them along a path to success and engaging resources across AppOmni to accelerate the adoption of the AppOmni product.

As a Technical Account Manager, you will be responsible for driving the value across customers to ensure they are actively engaged and fully recognizing the technical and functional potential of the AppOmni product. Partnering directly with the customer’s team, you’ll have polished communication and a strong presence, coupled with the unique ability to act as a trusted advisor and technical expert on the AppOmni product.

What You’ll Do

• Manage and serve as the primary point of contact for all post-sales technical and functional needs for AppOmni’s top enterprise customers.
• Be consultative and be viewed as a technical SME by exhibiting a complete understanding of customer technical goals and objectives.
• Develop a trusted advisor relationship with customer champions, sponsors, and technical teams to drive product adoption.
• Ensure that a deployment and adoption plan is in place with each customer to facilitate achieving their stated success criteria.
• Work closely with AppOmni’s Customer Success Manager (CSM) team to monitor and identify adoption and utilization trends.
• Introduce, demonstrate, and implement new products and features as they become available.
• Develop expertise in AppOmni’s API capabilities to help customers augment UI-based functionality.
• Work closely with the Product and Engineering teams to define and influence SaaS application support roadmap.
• Increase customer retention by assisting regular health check meetings and strategic business reviews.
• Help the customer document their technical success criteria and strategy.
• Define and document the customer’s end-state AppOmni architecture and develop a roadmap for achieving it.
• Track accounts to identify customer risk and work actively to eliminate that risk.
• Be the technical voice of the customer to our internal stakeholders.
• Work closely with Product and Engineering on identification and tracking of product improvement requests.
• Evangelize customer success stories with the AppOmni Marketing team.
• Put customer’s needs first and demonstrate customer obsession.

Qualifications

• 3-5+ years experience in customer success and/or technical account management in a SaaS organization.
• Current experience working directly with mid-market to enterprise-level customers.
• SaaS security experience, Cloud security experience, Identity and Access Management, or other cybersecurity disciplines preferred.
• Experience with Python, Django, and/or other common developer frameworks.
• Experience working with REST APIs.
• Understanding of various authentication methods.
• Ability to understand various SaaS Applications’ RBAC structure.
• Experience supporting customer organizations comprised of security teams and business application owners.
• Working knowledge of common SaaS solutions such as Salesforce, M365, ServiceNow, Workday, Okta.
• Self-driven and self-motivated individual who enjoys a fast-moving and constantly changing environment.
• Strong customer-facing and presentation skills.
• Has handled difficult customers or situations and can demonstrate resolutions.
• Proficiency in Salesforce and Zendesk is preferred.
• Ability to travel to customer locations monthly.

Benefits

• Base Salary: $145,000-$155,000 USD.
• Stock Options: Opportunity to be an integral part of our journey forward.
• Generous paid time off and paid company holidays.
• Health insurance - medical, dental, and vision with HSA option.
• LifeWorks Employee Assistance Program.
• Company-provided life insurance, AD&D, STD/LTD, and additional supplemental life insurance options.
• 401(k) and Roth retirement saving accounts.
• Monthly wellness benefit reimbursement.