Account Manager, Technical

At PDI Technologies, we empower some of the world's leading convenience retail and petroleum brands with cutting-edge technology solutions that drive growth and operational efficiency. By “Connecting Convenience” across the globe, we empower businesses to increase productivity, make more informed decisions, and engage faster with customers through loyalty programs, shopper insights, and unmatched real-time market intelligence via mobile applications, such as GasBuddy.  We’re a global team committed to excellence, collaboration, and driving real impact. Explore our opportunities and become part of a company that values diversity, integrity, and growth.
Role Overview

The Technical Account Manager (AM) manages our client experience to ensure PDI Technologies exceeds customer expectations. As a part of the Project Management and Delivery team, the AM understands the account strategy and the customer’s security and business priorities to provide guidance, to share operational best practices, and to mitigate risk.

Responsibilities:

• Ensure client retention.
• Ensure client satisfaction.
• Cross-functional coordination and communication for client needs from installation throughout the life of the client contract.
• Accountable for client problem management and resolution.
• Develop a deep understanding of our customer’s business challenges and their technical environment to provide technical information, guidance, and support.
• Advise the customer on their team’s development, their platform adoption and their deployment of best practices using tools such as the Best Practice Assessment and Threat Assessments.
• Become a trusted advisor on how to best leverage their investment, including when to consider expanding their platform, how to adopt new features, when to upgrade software and/or hardware, and when to recommend additional PDI services.
• Identify service opportunities for the sales team.
• Proactively monitor complex issues working closely with Operations to resolve customer technical issues.
• Manage complex customer situations, coordinating the actions with Operations, and Partners Resources, ensuring the customer and internal stakeholders have the information required to make decisions and to act to resolve customer issues quickly.
• Deliver a Quarterly Services Review with the client with support and involvement of the operations, sales, and project teams while acting as a client advocate to communicate security priorities and operational requirements and feature requests

Required Skills and Experience:

• 5+ years in the cybersecurity industry
• 3-5 years working with an MSSP
• Strong background in security/networking and security technologies (firewalls, end point protection, firewall protection, vulnerability management tools, and SIEM tools)
• Outstanding customer service and customer management skills
• Excellent verbal and written skills
• Critical thinking and problem-solving skills
• Ability to prioritize work and meet the simultaneous requirements of multiple customers and departments
• Strong leadership, organizational, and interpersonal skills
• Ability and desire to thrive in a high-pressure, growing, client-services entrepreneurial environment
• Self-direction of day-to-day activities – collaborating with team members to share best practices and experiences
• Exceptional listening skills with the ability to ascertain unspoken needs
• Outstanding skills with standard Microsoft Office applications (Excel, Word, Outlook, PowerPoint)

Preferred Skills:

• Experience working with Salesforce
• Experience working with ServiceNow
• Experience with AI tools like Claude, ChatGPT, Co-pilot

Education/Certifications/Training Preferred:

• Computer science or relevant degree
• CISSP
• CEH
• Comptia Security+

PDI is committed to offering a well-rounded benefits program, designed to support and care for you, and your family throughout your life and career.  This includes a competitive salary, market-competitive benefits, and a quarterly perks program. We encourage a good work-life balance with ample time off [time away] and, where appropriate, hybrid working arrangements.  Employees have access to continuous learning, professional certifications, and leadership development opportunities. Our global culture fosters diversity, inclusion, and values authenticity, trust, curiosity, and diversity of thought, ensuring a supportive environment for all.