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Technical Account Manager

Company: Malwarebytes
Location: Clearwater
Posted on: November 7, 2019

Job Description:

Who We Are: Malwarebytes is the next-gen cybersecurity company that millions worldwide trust. Malwarebytes proactively protects people and businesses against dangerous threats such as malware, ransomware, and exploits that escape detection by traditional antivirus solutions. The company's flagship product combines advanced heuristic threat detection with signatureless technologies to detect and stop a cyberattack before damage occurs. More than 10,000 businesses worldwide use, trust, and recommend Malwarebytes. Founded in 2008, the company is headquartered in California, with offices in Europe and Asia, and a global team of threat researchers and security experts. We've created a fantastic culture that our employees love and were recently named in the top 10 of Fortune Magazine's Great Place to Work list. We're growing fast and are looking for some great people to join us. Who We Need: We are looking for a dedicated, ambitious and self-driven Technical Account Manager. As a Technical Account Manager, you are responsible for managing all aspects of a company's relationship with its customers. You will work closely with the sales and business account management team to win new business and increase sales to your existing customers. By providing top-quality technical service after a sale, technical account managers help to ensure customer satisfaction and drive customers to renewal with our products. What You'll Do: Act as the main point of contact and manage all post-sales activity for Premium Business customers through strong relationship-building, product knowledge, planning, and execution Be accountable for the customer's overall success with Malwarebytes, including adoption of Malwarebytes solutions, training, renewals, customer health, and satisfaction Deliver on an exceptional customer experience with proactive communication, regular sync-ups or check-ins, and orchestrating the right internal resources Proactively work with customers to plan and drive deployment of Malwarebytes products using best practices to help customers meet their business objectives and return on investment Maintain a deep understanding of Malwarebytes products and speak with customers about the most relevant features/functionality for their specific requirements Be the voice of the customer internally at Malwarebytes by sharing process improvements and customer requests back to the internal Product Management & Development teams Build and maintain executive level relationships through our role as trusted advisors Identify and introduce customers fit for case studies, testimonials, and media opportunities to our Marketing team Collaborate with the Technical Support team and facilitate any escalation directing the customer to a quick and efficient resolution Skills You'll Need to Have: 5+ years of experience in Customer Success, Account Management, or related customer-facing position within a rapidly growing SaaS company or Cyber Security industry Solid technical background with 3+ years of experience troubleshooting software and networking environments. Experience with integrations with Slack/Splunk and others a plus Strong installation, configuration, troubleshooting and debugging skills relating to hardware, drivers and software issues Ability to prioritize in a fast-paced environment, multi-task, and perform effectively under pressure Excellent project management, account planning, and organizational skills Exceptional presentation & communication skills, both verbal and written Proven track record of implementing a customer onboarding program Proven effectiveness at leading and facilitating executive C-Level meetings and discussions Prior experience working with Anti-malware, Antivirus, firewall and security software a plus Self-motivated, team-oriented, accountable, and focused on exceeding customer expectations Diplomacy, tact, and poise under pressure when working through complex customer issues Ability to work in a fast-paced environment Bilingual is a bonus, English and Spanish speaking preferred Ability to travel What We Offer: An opportunity to do something great for yourself and the world A great work environment that supports growth and development Competitive compensation and benefit packages 401(k) matching program Open time off policy Stocked kitchen with healthy (and some unhealthy) drinks, snacks, fruit and lunch options A company that enjoys having fun; holiday and summer parties, sporting events and lots of other great stuff

Keywords: Malwarebytes, Clearwater , Technical Account Manager, Executive , Clearwater, Florida

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