Manager of Technical Account Management

| Tampa, FL, USA | Hybrid
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Manager of Technical Account Management - Tampa, FL
We are looking for a passionate people leader to join our Tampa office as a Manager of Technical Account Management to lead our customer-centric TAMs in supporting our Enterprise customers to simplify the complex through our cyber security solutions. The ideal candidate will be highly adaptable with a history of success in developing teams, and building cross functional partnerships with Engineering, Support, and Customer Success. This will be a hybrid role, 3 days onsite/2 days remote.
About the role:
As a Manager of Technical Account Management you will be responsible for leading a global team of Technical Account Managers who work closely with Rapid7's enterprise customers to ensure they are achieving their program goals while maximizing the value of their Rapid7 products.
About the team:
In a partnership with our account team, the Technical Account Managers you lead will frequently meet with customers to conduct executive business reviews, help implement new product features, and deliver enablement sessions/demos of our products. As a TAM Manager you will have the opportunity to work cross functionally with CS, PM, Engineering, & Support leadership to drive achievement, customer success as well coordinate and plan ongoing initiatives to deliver TAM organizational goals and results.
In this role you will:

  • Lead and coach a team of highly skilled Technical Account Managers to resolve customer challenges, develop long-lasting partnerships, and deliver on KPIs.
  • Partner with Customer Success Management and other Go-to-Market teams to develop account plans and engage customers in order to facilitate product adoption and resolve existing issues.
  • Collaborate with other members of the Global Support team to build sustainable, frictionless, and consistent global processes to meet customer needs.
  • Hire, onboard and provide coaching and mentoring for all team members including development and tracking of key performance indicators.
  • Work with members of Rapid7's Engineering teams to identify opportunities to improve product supportability and the customer experience.
  • Understanding the importance of team culture and helping to build a team with a can do attitude.


The skills you'll bring:

  • 6+ years of relevant work experience in IT, with cybersecurity a plus.
  • 3-5 years of management experience in customer-facing teams in a technical customer success organizations
  • Experience in managing and successfully mitigating customer escalations.
  • Ability to go a mile deep with technical customer resources or to explain technical aspects to a non-technical customer.
  • Experience working cross-functionally fostering meaningful internal relationships to drive customer success.
  • Excellent organizational skills and can transition between working as a part of a larger team or singularly, or to managing several resources on multiple project sections.
  • Occasional travel to client sites (10-15%)
  • Bachelor's degree (Computer Science, Management Information Systems, a similar technical field) or equivalent experience.


We know that the best ideas and solutions come from multi-dimensional teams. Teams reflecting a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don't be shy - apply today.
About Rapid7
Rapid7 (NASDAQ: RPD) helps organizations across the globe protect what matters most so innovation can thrive in an increasingly connected world. Our comprehensive technology, services, and community-focused research simplify the complex for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, be in 10 places at once, and shut down attacks. We're on a mission to make security solutions easier to use and access so we can bring safety and resilience to more people.
With more than 10,000 customers across 140+ countries, Rapid7 is a leader in cybersecurity that has earned numerous industry accolades and recognition for our technology and culture.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.

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An Insider's view of Rapid7

What does your typical day look like?

For the majority of the day it’s a mix of weekly check-ins with various teams, project updates, and the occasional brainstorm.

When I’m not in meetings I’ve got headphones in while planning, writing, or designing — at my desk or perched somewhere around the office.

Grace

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What are Rapid7 Perks + Benefits

Culture
Volunteer in local community
Once a year, Rapid7 offices across the globe close for the day so employees can volunteer.
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Our remote work program includes full-time remote for specific positions, Work remotely on occasion as needed.
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Rapid7 is led by a diverse management team that represent the security community we serve. We believe that we all have a responsibility to continuously improve our DE&I efforts.
Mandated unconscious bias training
We believe in continuous learning, our in-house trainers conduct consistent diversity trainings. We advocate for diverse thinking and strive to cultivate a workforce that mirrors the best minds.
Diversity manifesto
Diversity employee resource groups
We have so many amazing and organically created employee resource groups! These internal Rapid7 communities allow for an authentic experience where diverse employees and allies can come together.
Hiring practices that promote diversity
We've taken the Parity Pledge, we reinforce strategic recruitment, we are committed to diversity partnerships, and we understand the importance in training around unconscious bias.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Membership with Care.com for backup childcare services. Dependent care Flexible Spending Account to set aside pre-tax dollars for childcare expenses.
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Our employees receive unlimited hours per year of paid volunteer time.
Paid holidays
Paid sick days
Employees receive unlimited hours per year of paid sick leave.
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Rapid7 has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored sparkling water you can handle.
Some meals provided
Employees get free lunch during quarterly in-office Town Halls and some team meetings.
Company-sponsored happy hours
Onsite office parking
Fitness stipend
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available
Paid industry certifications

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