Senior Technical Support Engineer

Axonius; Canada; Remote; CAD 280,000 - 351,000; Full time

Job summary

A leading technology company in Canada seeks a Regional Director of Technical Account Management to lead a team focused on maximizing customer value from their investments. The ideal candidate has at least 5 years of experience in enterprise architecture and proven leadership skills. Responsibilities include guiding a team of Technical Account Managers, developing key customer relationships, and preventing churn through effective account management strategies. Competitive salary and benefits package provided.

Benefits

Stock options

Attractive benefits

Qualifications

• 5+ years in Enterprise Architecture or Technology Consulting.
• 3+ years leading Technical Account Managers.
• Ability to translate technical concepts to business terms.

Responsibilities

• Lead regional team of Technical Account Managers.
• Develop relationships with business and IT stakeholders.
• Provide proactive recommendations for customer success.
• Monitor Axonius adoption trends to prevent churn.

Skills

Team leadership

Communication skills

Analytical skills

Technical account management

Customer relationship management

Job description

Regional Director of Technical Account Management

As part of our rapid growth, we are looking for a Regional Director of Technical Account Management (West/Central Region) to join our team! This person will lead a team of 5-10 TAM, each responsible for several assigned accounts, maintaining a single-minded focus to ensure clients are extracting the most value out of their Axonius investment and reduce churn. This TAM leader should have a great track record working with teams and translating complex technical issues into tangible solutions. Collaboration with our most strategic customers is a primary responsibility, demonstrating comprehensive knowledge of the Axonius platform. You will forge relationships with our customer’s leadership, developing a deep understanding of their Axonius drivers, guide the TAMs in sharing technical best practices, and lead the TAMs through the handling of any major incidents, managing the customer’s expectations and communications through the resolution of such incidents.

The ideal TAM Regional Director is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, can learn new technologies quickly, and uses their time efficiently. There may be some occasions requiring travel to customer sites and may need to be available for some after-hours calls depending on the customer’s needs.

Responsibilities

• Lead a regional team of proactive TAMs, ensuring the success of their customers along with the growth and nurturing of their skillsets.
• Develop relationships with key business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities.
• Help customers achieve their business goals and outcomes by providing timely, proactive recommendations that will benefit customers’ ongoing usage of Axonius.
• Help your team become a trusted advisor to their customers with both key business and technical decision-makers.
• Guide the team on identifying key industry business process areas for opportunity to use the Axonius platform.
• Guide the team in leveraging Axonius customer health frameworks and providing relevant technical recommendations on solutions specific to customers’ business needs.
• In support of the overall Customer Success strategy, monitor and identify trends in Axonius adoption and utilization, use case development and value tracking, using this data to get ahead of and prevent churn.
• Provide timely account or issue executive-level summary status reports both internally and to the customer.
• Identify and collaborate with internal teams to mitigate renewal risks for both license and success plans subscriptions.
• Drive the TAM team in working closely with sales to identify additional opportunities for Axonius products and growth in customer environments.

Experience / Skills Required

• 5+ years relevant work experience in one or more of the following: Enterprise Architecture, Technology Consulting, Customer Success, Technology Solutions Development, Technical and/or Solutions Architecture.
• 3+ years of experience leading a team of Technical Account Managers providing direct oversight to engagement deliverables and overall health, as well as direct alignment to customer executive stakeholders.
• Experience in dealing with large, complex, distributed systems scale business.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Aptitude for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features.
• Strong knowledge of business processes (Sales, Service, Marketing, Support), business applications, and automation.
• Thorough familiarity with the database, application, endpoint, network, and cloud platform technologies.

Axonius is committed to fair and equitable compensation packages. A candidate’s salary will be based on qualifications and relevant experience. In addition to a competitive salary, our packages include stock options and attractive benefits.

Annual On Target Earnings $200,000 - $250,000 USD