Senior Technical Account Manager

Technical Account Manager Position Summary

80% of breaches involve privileged credential misuse. Delinea, the leader in Cloud-Ready Privilege Access Management is ready to help minimize the potential attack surface. As such, we are seeking an experienced and self-driven Technical Account Manager to join our outstanding Customer Success team.

If you are well versed in and have a passion for Privilege Access Management, Cyber Security, Infrastructure and Identity Security, and experience working with Enterprise customers in a technical trusted advisory role, you might have what it takes to become a Delinea Technical Account Manager. This individual will need to be detail oriented, proactive, and able to perform well under pressure.

If you are motivated by challenges, have a passion for excellence, and are customer-centric then this could be the opportunity for you. Accountability, motivation, creativity, and tenacity are the key success attributes for this role.

What You’ll Do

• Serve as a technical subject matter expert for Delinea’s Privilege Access services and product offerings
• Be the customer trusted advisor to ensure engagement and success with the Delinea solution deployment, expedite resolutions to obstacles, and help them derive the most out of their Delinea investment.
• Regularly monitor customer health, and communicate results with regional sales team, support, and renewals team
• Deliver remote services to new and existing customers including software configuration, onboarding, and training
• Engage with customers to quickly resolve high priority issues impacting their service delivery
• Track new bugs, new product releases, and security vulnerabilities and proactively notify customer of any changes that may impact its environments. Will serve as the customer advocate for promoting customer interest within Delinea Engineering and Product Management organizations for future functionality and product roadmap items.
• Regular review sessions to validate plans, configurations, and designs centered around Delinea software and operations.
• Document customer environment details and share with Delinea Support and Engineering teams for faster issue root-cause and resolution.
• Coordinate and oversee Early Beta Access program of new releases, identifying opportunities to impact future product direction and assist with the testing and validation process
• Subject to travel and safety restrictions, travel to customer facilities primarily in North America for Quarterly Business Reviews and Solution assessment.
• Maintain an established level of performance with our customers measured via satisfaction surveys
• Foster and leverage key relationships inside Delinea to influence various functional groups to apply key resources to solve customer issues quickly.
• Develop and present executive-facing reports that summarize real-time situational updates and analysis as well as key themes extracted from escalations worldwide.

What You’ll Bring

• 6+ years of experience in a similar role as a Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant or Sales Engineer
• Understanding of applications, infrastructure and processes used in large organizations that are typically integrated with Privilege Access Management solutions
• Previous experience with Delinea or with other Privilege Access Service solutions such as CyberArk, BeyondTrust, etc. is a big plus
• Experience leading large, transformational technology projects that cross typical enterprise silos
• Experience addressing significant technical challenges with minimal supervision or guidance.
• Proven ability to plan, organize, and prioritize multiple projects and responsibilities on a weekly basis.
• Comfortable interfacing directly with complex, multi-divisional, multi-geographical clients, preferably at the director level
• Demonstrated ability to quickly and proficiently understand and absorb new information.
• Prior success delivering objectives in a consistent and professional manner through both expected and unforeseen challenges.
• Must have demonstrated strong written and verbal communication skills in a professional setting with an ability to articulate complex operations to technical audiences.
• Must be able to construct documentation that identifies current and established operational procedures, and proposed modifications and changes in a clear and concise manner is imperative.

Technical Competencies

• Microsoft Active Directory administration and design experience
• Microsoft Windows server administration and engineering experience
• Expertise with at least one major Infrastructure as a Services (IaaS) provider such as Microsoft Azure or Amazon.
• Must have UNIX and/or Linux administration experience in large organizations.
• Experience with NIS, or LDAP administration is a plus.
• Previous experience working with cloud or as-a-service solutions
• Strong compliance knowledge (PCI, SOX, GLBA, etc.) as related to infrastructure security and access management
• Should have a working knowledge of UNIX authentication and authorization management, PAM, NSS & Kerberos
• Experience with other PAS solutions such as BeyondTrust, CyberArk, etc.
• Demonstrated capabilities with scripting languages such as perl and PowerShell
• Network Storage Device Administration experience is a plus
• Microsoft SQL Reporting Services experience is a plus
• Experience with Microsoft Clustering Services (MCS) is a plus
• Experience with RabbitMQ or message brokering is a plus