About You
You are an experienced Technical Account Manager with a proven track record of helping customers adopt products, realize value and drive growth. You leverage your deep industry knowledge to build trust and establish strong stakeholder relationships acting as the customer’s trusted technical advisor. Acting as a conduit between the customer and internal support teams you effectively coordinate technical escalations and drive outcomes.
About the role
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Main technical point of contact for our highest value customers building strong and trusted relationships at various levels across the organization, ensuring successful adoption, usage, and growth.
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Act as a trusted technical advisor ensuring clients are optimizing Abnormal products and aligning to best practices. Provide recommendations that improve system performance and security posture as part of regular health checks.
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Act as a technical interface between customers and Abnormal internal support teams (Support, Engineering and Product Management). Proactively escalating issues and collaborating with Product Management relating to feature requests.
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Partner with the Customer Success Team to ensure achievement of customer goals and success criteria, executing on Success Plans.
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Participate in regular customer meetings across all levels including tactical discussions with technical staff, product health reviews with Management Teams as well as Executive Business Reviews (EBRs). Requirement for some meetings to be on-site (approx. 25% travel).
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Develop and maintain Adoption Plans to secure retention and growth.
In this job, you will bring these skills
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8-10+ years experience in an enterprise TAM role
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8-10+ years experience in an enterprise SaaS product support environment
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Strong technical troubleshooting skills (i.e. previous support or SE experience), and an ability to collaborate, coordinate and escalate issues within a team of product support professionals
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Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and turn into a scalable solution and clear customer narrative
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Strong experience with building and developing long-lasting relationships, especially at an executive-level (including with CISO’s and CIO’s)
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Proven ability to introduce and review new product features, best practices, and follow up with customers to advance desired platform adoption/usage.
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Broad and deep insight on industry trends and the security landscape
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Previous experience with Internet and networking technologies and products, including email security products
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Strong written, spoken, and presentation skills, with the ability to communicate effectively will all levels of the organization - both internally and externally
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Relevant University degree or equivalent experience
#LI-LM1
At Abnormal Security certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits. Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons. We know that benefits are also an important piece of your total compensation package. Learn more about our Compensation and Equity Philosophy on our Benefits & Perks page.
Base salary range:
$144,500—$170,000 USD
Top Skills
What We Do
The Abnormal Security platform protects enterprises from targeted email attacks. Abnormal Behavior Technology (ABX) models the identity of both employees and external senders, profiles relationships and analyzes email content to stop attacks that lead to account takeover, financial damage and organizational mistrust. Though one-click, API-based Office 365 and G Suite integration, Abnormal sets up in minutes and does not disrupt email flow.
Abnormal Security was founded in 2018 by CEO Evan Reiser, CTO Sanjay Jeyakumar, Head of Machine Learning Jeshua Bratman, and Founding Engineers Abhijit Bagri and Dmitry Chechik. The team previously built behavioral profiling and machine learning technologies at Twitter, Google and Pinterest that are being applied to solve a problem that costs organizations $1 billion per year, according to the FBI. The Abnormal Security platform stops targeted phishing, business email compromise and account takeover attacks that have never been seen before.
