Technical Account Manager

iboss; Richmond (VA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health, Vision, Dental

401K with company match

Unlimited Paid Time Off (PTO)

Company paid holidays

Job summary

iboss is a cloud security company enabling the modern workforce to connect securely to all applications from anywhere. The Technical Account Manager will advise customers, build long-term strategic relationships, and ensure desired outcomes by coordinating with product, engineering, and R&D teams.

You will work with government, K12, commercial and enterprise customers via live chat, email, and calls, with occasional in-person interactions.

Qualifications

• 4-year college degree.
• 3+ years in a related function with post-sales or professional services experience in Fortune1000, mid-tier, and/or start-up environments.
• Experience in technical support and sales engineering or TAM roles.
• Strong communication skills, written and verbal.
• Experience designing and supporting multilayer IP networks; routing and switching.
• Experience with network security including firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS.
• Experience managing enterprise deployments of iOS, Android, and Chromebook devices.
• Experience with Windows Server or RedHat Linux.
• Experience managing large (>1k seat) Windows and Mac workstation deployments.
• Experience managing DNS; Microsoft or Bind.
• Experience with acquiring and analyzing packet captures.
• Willing to travel 10% of the time.

Responsibilities

• Ensure customer outcomes are achieved through proactive cadence‑driven outreach.
• Manage and prioritize portfolio of customers to ensure success.
• Act as iboss subject matter expert during changes or new capabilities.
• Advise customers about new products and feature enhancements.
• Provide feedback to product management, engineering, and R&D teams.
• Coordinate with technical support to resolve complex inquiries promptly.
• Document interactions comprehensively for auditing and records.
• Help customers measure success by baselining current vs future state.
• Collaborate with team leads to identify recurring issues or opportunities for improvements.
• Create, provide, and present quotations to customers.
• Acquire purchase orders from customers.
• Create and update knowledgebase entries to aid self-service.
• Maintain internal knowledge systems for team members.
• Stay updated on product changes and new capabilities.
• Attend and present at trade shows and on-site training.

Skills

Communication skills

Analytical abilities

Decision making

Willing to travel

Education

4-year college degree

3+ years in related function

Tools

DNS management

Packet capture analysis

Windows Server

RedHat Linux

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 500 companies. To learn more, visit https://www.iboss.com/.

Job Description

The Technical Account Manager (TAM) will play an advisory role to customers, 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. TAMs will work with government, K12, commercial and enterprise 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
• Work with our technical support teams to 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

• 4-year college degree
• 3+ years of experience in a related function is required. Direct customer advocacy and engagement experience in post‑sales or professional services functions in Fortune1000, mid‑tier, and/or start‑up companies
• Previous technical support experience
• Previous sales engineering or technical account manager experience
• Excellent 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 RedHat 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
• Willing to travel 10% of the time

Benefits

• Health, Vision, Dental
• 401K with company match
• Unlimited Paid Time Off (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.