Senior Technical Account Manager

Overview

Serve as a technical subject matter expert and trusted advisor for Delinea's Privilege Access services, helping customers deploy, optimize and get the most from their Delinea investment.

What you'll do

• Serve as a technical subject matter expert for Delinea's Privilege Access services and product offerings.
• Act as the customer trusted advisor to ensure engagement and success with the Delinea solution deployment, expedite resolutions to obstacles, and help customers derive the most out of their investment.
• Regularly monitor customer health and communicate results with the 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 customers of changes that may impact their environments.
• Serve as the customer advocate for promoting customer interests within Delinea Engineering and Product Management organizations for future functionality and product roadmap items.
• Hold regular review sessions to validate plans, configurations, and designs centered around Delinea software and operations.
• Document customer environment details and share them with Delinea Support and Engineering teams for faster issue root-cause and resolution.
• Coordinate and oversee the Early Beta Access program for new releases, identifying opportunities to impact future product direction and assisting with testing and validation.
• Subject to travel and safety restrictions, travel to customer facilities primarily in North America for Quarterly Business Reviews and solution assessments.
• Maintain an established level of performance with customers, measured via satisfaction surveys.
• Foster and leverage key relationships inside Delinea to influence functional groups to apply key resources to solve customer issues quickly.
• Develop and present executive-facing reports summarizing real-time situational updates and analysis, as well as key themes extracted from escalations worldwide.

What you'll need

• 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.
• 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.
• Strong written and verbal communication skills in a professional setting, with an ability to articulate complex operations to technical audiences.
• Ability to construct documentation identifying current and established operational procedures, and proposed modifications and changes, in a clear and concise manner.
• Microsoft Active Directory administration and design experience.
• Microsoft Windows server administration and engineering experience.
• Expertise with at least one major Infrastructure as a Service (IaaS) provider such as Microsoft Azure or Amazon.
• UNIX and/or Linux administration experience in large organizations.
• Strong compliance knowledge (PCI, SOX, GLBA, etc.) as related to infrastructure security and access management.
• Working knowledge of UNIX authentication and authorization management, PAM, NSS and Kerberos.
• Previous experience working with cloud or as-a-service solutions.
• Demonstrated capabilities with scripting languages such as Perl and PowerShell.

Nice to have

• Previous experience with Delinea or other Privilege Access Service solutions such as CyberArk, BeyondTrust, etc.
• Experience with NIS or LDAP administration.
• Experience with other PAS solutions such as BeyondTrust, CyberArk, etc.
• Network Storage Device Administration experience.
• Microsoft SQL Reporting Services experience.
• Experience with Microsoft Clustering Services (MCS).
• Experience with RabbitMQ or message brokering.

Details

• Location: U.S. Remote.
• Travel to customer facilities primarily in North America for Quarterly Business Reviews and solution assessments, subject to travel and safety restrictions.