Technical Account Manager - West Coast

About the Role

The role is deeply rooted in the company's mission to secure SaaS applications, and as such, you will be an integral part of a talented team of professionals who are passionate about cybersecurity. Your expertise will not only enhance customer satisfaction but also contribute to the development of Obsidian's product roadmap, ensuring that customer feedback is effectively integrated into the platform's evolution.

What You Will Do

• Deliver technical assistance and support to customers, addressing their inquiries and issues in a timely and professional manner.
• Develop and maintain strong relationships with key customer stakeholders, understanding their unique needs and challenges.
• Conduct regular account health checks and quarterly business reviews to ensure customer satisfaction and identify areas for growth.
• Collaborate with cross-functional teams, including engineering, product management, and sales, to drive successful outcomes for customers and the business.
• Create and deliver product training and educational content to customers, enhancing their understanding and utilization of the Obsidian platform.
• Identify opportunities to improve customer enablement and success, proposing new processes, tools, or product enhancements as needed.
• Manage multiple customer requests simultaneously, prioritizing tasks based on complexity and urgency.
• Provide feedback to product management and engineering teams, representing the voice of the customer and influencing product development.
• Develop and maintain in-depth knowledge of SaaS security challenges, industry trends, and best practices, applying this expertise to drive customer value.

What We Are Looking For

• Proven experience in a technical account management or similar role, preferably within the cybersecurity or SaaS security sector.
• Strong understanding of SaaS applications, including platforms such as Salesforce, and the associated security challenges.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with customers and internal stakeholders.
• Technical proficiency in administering and configuring SaaS applications, as well as experience with APIs, integrations, and middleware.
• Familiarity with common web authentication methods, such as tokens, OAuth, and SAML.
• Ability to prioritize tasks, manage multiple requests, and deliver results in a fast-paced environment.
• Experience working in a remote setting, with a high level of self-motivation and discipline.

Nice to Have

• Knowledge of software engineering principles, with proficiency in languages such as Python.
• Experience with Google Workplace/G Suite, O365, Okta, Duo, or similar platforms.
• Certification in cybersecurity or a related field, demonstrating a commitment to professional development.

Benefits and Perks

• Competitive compensation package, reflecting your skills and experience.
• Opportunity to work with a cutting-edge SaaS security platform, contributing to its growth and development.
• Collaborative and dynamic work environment, with a team of talented professionals who are passionate about cybersecurity.
• Flexible remote work arrangements, with the autonomy to manage your schedule and workload effectively.
• Access to professional development opportunities, including training and certification programs.
• Comprehensive benefits package, including health insurance, retirement planning, and paid time off.

• When applying, highlight specific examples of your experience with SaaS security and customer relationship management, demonstrating how these skills can be applied to drive customer success.
• Ensure your resume and cover letter are tailored to the role, emphasizing technical skills such as proficiency in Salesforce and experience with APIs and integrations.
• Prepare to discuss your understanding of SaaS security challenges and industry trends, showcasing your ability to think critically about complex technical issues.
• Develop a portfolio or case studies that demonstrate your ability to drive customer value and technical assistance, using these to illustrate your skills and experience during the interview process.
• Be prepared to negotiate your salary based on your experience and qualifications, taking into account the company's size, industry, and growth stage.
• Pay attention to red flags such as unclear expectations, poor communication, or unrealistic goals, and be prepared to discuss these during the interview process.