Federal Technical Account Manager

NightDragon Acquisition Corp.; Washington (District of Columbia); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Health, Vision, Dental - open to domestic partners

401K plan

Unlimited PTO

Company paid holidays

Job summary

A cloud security company located in Washington is seeking a Federal Technical Account Manager to establish strategic relationships with federal customers. The role includes supporting customers through various channels, managing customer portfolios, advising on product enhancements, and ensuring technical solutions align with customer needs. Ideal candidates will have a technical degree, experience in customer advocacy, and the ability to manage complex customer relationships. The position is remote but candidates must reside in DC, MD, or VA.

Qualifications

• 5+ years of experience in a related function is required.
• Direct customer advocacy experience in post-sales or professional services.
• Previous experience supporting federal customers.
• Security clearance is a must.

Responsibilities

• Ensure customer desired outcomes are achieved through proactive outreach.
• Manage and prioritize assigned portfolio of customers.
• Advise customers on new products and feature enhancements.
• Document interactions for auditing purposes.

Skills

Customer advocacy

Technical communication

Outgoing personality

Detail orientation

Analytical abilities

Education

4-year college degree in a technical field

Tools

Windows Server

Red Hat Linux

Firewalls

SSL/TLS

Packet captures analysis

Job description

Company Overview

iboss is a cloud security company that enables the modern workforce to connect securely and directly to all applications from wherever they work. Built on a containerized cloud architecture, iboss delivers security capabilities such as SWG, malware defense, RBI, CASB and data loss prevention to all connections via the cloud, instantaneously and at scale. This eliminates the need for traditional network security appliances, such as VPNs, firewalls and web gateway proxies, which are ineffective at protecting a cloud‑first and mobile world. Leveraging a purpose‑built cloud architecture backed by 230+ issued and pending patents and more than 100 points of presence globally, iboss processes over 150 billion transactions daily, blocking 4 billion threats per day.

More than 4,000 global enterprises trust the iboss Cloud Platform to support their modern workforces, including a large number of Fortune 50 companies. To learn more, visit https://www.iboss.com/

Job Description

The Federal Technical Account Manager will play an advisory role to our federal customers, and build long‑term strategic relationships with customers and partners and have a mission of ensuring that iboss customers achieve their desired outcomes through the interactions they have with our product and team members. The Federal Technical Account Manager will support customers via live chat, email, web‑based ticket systems, telephone, and in some cases in‑person interactions. Interactions are primarily proactive, outbound, and on a customer‑defined cadence. You will assist customers with designing, integrating, implementing, and training on iboss products and services. In this role you can expect to be very hands‑on with technology and will also be responsible for the commercial aspects of the relationship which includes renewing and expanding the services that customers subscribe to. You will be a technical customer advocate; internally partnering with product management, engineering, and R&D resources to influence the product roadmap in alignment with feedback acquired in the field directly from customers.

Responsibilities

• Ensure that customer desired outcomes are achieved through proactive cadence driven outreach
• Manage and prioritize assigned portfolio of customers to ensure each customer is successful and satisfied
• Act as the customer’s go‑to iboss subject matter expert when they are planning changes or enabling new capabilities
• Advise customers about new products and feature enhancements
• Provide feedback to product management, engineering, and R&D teams
• Working with our technical support teams, ensure that any identified complex technical support inquiries are solved in a timely and professional manner.
• Document interactions comprehensively for auditing and record‑keeping purposes
• Help customers measure success by baselining current vs future state
• Work with team leads and management to bubble up recurring issues or opportunities for product or process improvements.
• Create, provide, and present quotations to customers
• Acquire purchase orders from customers
• Create and submit knowledgebase entries to help improve customer self‑service capabilities.
• Create and maintain internal knowledge systems to assist other internal team members
• Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features.
• Attend and present at trade shows and on‑site training

Qualifications

• The responsibilities described above are essential functions of the job. The qualifications below are representative of the knowledge, skills, qualities, and/or abilities required.
• 4‑year college degree in a technical field
• 5+ years of experience in a related function is required. Direct customer advocacy and engagement experience in post‑sales or professional services functions in Fortune 1000, mid‑tier, and/or start‑up companies.
• Previous experience supporting federal customers
• Previous technical support experience
• Previous sales engineering or technical support experience
• Security clearance is a must
• Outgoing personality and comfortable speaking to customers
• Possess a strong work ethic and team player mentalityExcellent communication skills both verbal and written
• Experience designing and supporting multilayer IP networks; routing and switching
• Experience with network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
• Experience/familiarity with managing enterprise deployments of iOS, Android, and Chromebook devices
• Experience managing Windows Server or Red Hat Linux server environments
• Experience managing large (>1k seat) Windows and Mac workstation deployments
• Experience managing DNS; Microsoft or Bind
• Experience with acquiring and analyzing packet captures
• Highly developed sense of integrity and commitment to customer satisfaction
• Strong detail orientation and listening skills.
• Strong decision making and analytical abilities

*The role is remote, but you must reside in DC, MD, or VA area.

Benefits

• Health, Vision, Dental - open to domestic partners
• 401K plan
• Unlimited PTO
• Company paid holidays

The duties and responsibilities described above are essential functions of the job.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.

*This position is not eligible for sponsorship of work visas.