Technical Account Manager – Level III

Role Overview

• Elevated Tech Support: Work with product and engineering to escalate and resolve complex technical issues beyond the scope of standard support. Monitor support interactions, serve as an internal advocate for customers, respond to customer escalations, and proactively escalate as needed
• Customer Success: Ensure partners/customers are effectively utilizing Huntress products to achieve their business objectives, provide post-sales training, and identify opportunities for additional products and expansion through technically-lead QBRs
• Technical Sales Enablement: Participate at events to lead training sessions on product usage and best practices
• Partner/Customer Technical Advocacy: Advocate for partner/customer needs within the Huntress organization, acting as a link between our customers and PM by relaying feedback for product improvements
• Training/Onboarding: Works with customers through the onboarding phase to establish a positive working relationship, ensure adoption, and accelerate time to value. Develops an understanding of customers’ business needs and educates them on how they can improve their security posture with Huntress
• Account Growth: Identifies up-sell and cross-sell growth opportunities during technical account reviews
• Product Research: Participate in surveys/research on new capabilities and product offerings to document and assist our product and engineering teams in building products that fit the needs of our partners/customers
• Community Technical Resource: Work with the Huntress Community Team on projects such as roadshows and peer groups
• Strong self-starter with the ability to work independently
• Spot opportunities for improvement in a fast-moving environment
• Comfortable traveling 25% of the time and meeting face-to-face with customers
• Comfortable presenting in front of groups

Requirements

• 6+ years of experience working in Technical Account Management, pre-sales, or similar work
• Experience in an endpoint or network security space – i.e., AV, EDR, incident response, forensics, SIEM, firewall, HIPS/IDS, etc.
• Understanding of bad actor tradecraft with the ability to educate others on methods and mitigation
• Strong understanding of network design, hardening techniques, and troubleshooting
• Experience working in or with MSPs and/or VARs
• Excellent communication and presentation skills with the ability to present to a variety of external audiences, including C-level executives
• Effective time management and organizational skills.

Benefits

• 100% remote work environment
• since our founding in 2015
• Generous paid time off policy, including vacation, sick time, and paid holidays
• 12 weeks of paid parental leave
• Highly competitive and comprehensive medical, dental, and vision benefits plans
• 401(k) with a 5% contribution regardless of employee contribution
• Life and Disability insurance plans
• Stock options for all full-time employees
• One-time $500 reimbursement for building/upgrading home office
• Annual allowance for education and professional development assistance
• $75 USD/month digital reimbursement
• Access to the BetterUp platform for coaching, personal, and professional growth