Technical Account Manager

1 month ago
Full-time
Senior
Customer and Technical Support

Rockstar

Rockstar is a platform that connects top talent with companies, helping individuals land roles that accelerate their careers. They focus on roles that offer competitive cash and the opportunity to impact the trajectory of the business.

Professional Services
1-10

Description

  • Serve as the primary post-sales technical liaison for assigned enterprise accounts, owning implementation, onboarding, and technical training.
  • Configure and implement customer accounts in collaboration with Sales, Founders, and the Executive team to ensure smooth transitions from pre-sale to post-sale.
  • Collaborate with Customer Success, Product, and Solutions Architecture teams to evolve product functionality, communicate customer needs, and ensure seamless handoffs.
  • Support Customer Success Managers by articulating technical differentiation and helping drive customer engagement and “land & expand” opportunities within existing accounts.
  • Act as the technical resource for security teams, incident response leaders, and crisis managers by mapping platform capabilities to incident response workflows and business needs.
  • Communicate technical updates, bug fixes, and product enhancements to customers through presentations and written materials.
  • Act as the voice of the customer by collecting and conveying feedback to internal teams to inform product development and roadmap decisions.
  • Develop and maintain customer-facing documentation, including FAQs, user guides, and knowledge base articles.
  • Support customers post-sale with technical questions and assisted exercises, providing hands-on troubleshooting and guidance.

Requirements

  • 5+ years in a Technical Account Manager, Solutions Architect, similar customer-facing technical role within SaaS, or as an incident response practitioner.
  • Experience supporting large 6-figure deals and enterprise / Fortune 500 customers.
  • Strong understanding of cybersecurity principles and incident response (IR) processes.
  • Proven experience working with multiple cross-functional stakeholders and personas (Sales, Product, Customer Success, Executive teams).
  • Exceptional verbal and written communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders.
  • High degree of aptitude, adaptability, proactive mindset, and the ability to work in a fast-paced, deadline-driven startup environment.
  • Familiarity with CRM systems, ticketing platforms, and customer success software.
  • Demonstrated organizational skills, attention to detail, strong problem-solving ability, and the capacity to manage competing priorities and multiple projects simultaneously.
  • Previous operating role on an IR team or direct technical support for cybersecurity teams strongly preferred.
  • College degree or equivalent experience required.

Benefits

  • Equity
  • Unlimited PTO
  • Remote work flexibility
  • Competitive compensation
  • Medical, dental, and vision insurance
  • 401(k)

Interested in this position?

Apply directly on the company website

Apply Now

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