USA
· Full-time
Technical Account Manager (Bi-lingual English/Spanish)
About The Position
As a bilingual Technical Account Manager at Perception Point, you will ensure our customers get the best experience – starting from the on-boarding process and ending in the post-sale - to achieve customer satisfaction, customer retention, and product enhancement.
In this position you will act as a customer advocate, helping to improve the product and internal processes. You will work closely with our Incident Response, R&D, Sales, and all other teams to ensure that Perception Point is delivering overall superior service and value.
You will also be providing product demos and technical support to expand their use of products and services as appropriate.
Responsibilities
You will:
- Work very closely with our customers to make sure that they are happy and gain value from our products
- Train and coach customers through a successful onboarding process and ongoing usage
- Partner with sales on account planning and new opportunities
- Define metrics and ensure that they are successfully achieved
- Advocate internally for customer needs and ensure your individual customer achievements are recognized
- Lead cross-organizational processes and documentation projects as required
- Analyze and investigate incidents detected by our system for global customers
- Differentiate between potential intrusion attempts and false alarms
- Identify attack trends or case studies for use in external communications
- Be a primary point of technical escalation when needed
- Travel to events, customer visits, etc. as needed (not a large amount of travel)
Requirements
What skills do you have?
- 5+ years of experience as a CSM/ Support / Account / Technical Account Manager
- Experience with Windows and Linux environments
- Strong knowledge of 365/Exchange and Google Workspace
- Ability to clearly articulate complex technical terms in a way that can be understood by lesser technical stakeholders
- Experience with mission-critical production monitoring systems
- Ability to troubleshoot difficult problems
- Ability to work in a highly collaborative environment
- Ability to learn new skills and areas
- Hands-on experience configuring and troubleshooting endpoints (Windows/Mac)
- Hands-on experience with Windows management tools (e.g. Intune/SCCM, AD, MSI)
- Hands-on experience configuring and troubleshooting browsers (Chrome/Edge)
- Hands-on experience with enterprise IT solutions like IAM, SWG, VPN, and ZTNA
Advantages:
- Fluent in both English and Spanish to communicate technical detail
- Knowledge in cybersecurity
- Scripting skills (REST API, Python, SQL)
