Technical Account Manager

What you will be doing:

• Act as a strategic customer contact to provide supportability, performance, and best practice advice and assessment related to Kasada and our customer's infrastructure

• Leading complex Enterprise customer onboarding projects

• Understand and maintain documentation around the customer infrastructure, workflows and configuration of Kasada instance/s.

• Solve complex customer support tickets often involving CDNs, source code, and web application issues.

• On behalf of the customer, engage collaboratively with other teams at Kasada when additional expertise is needed around communication, investigation, and resolution of application issues

• Actively monitor customer tickets during business hours, and work urgent and high requests

• Coordinate with others to initiate, join, or monitor Zoom/ Screen share sessions as requested by customers

• Provide escalation assistance as needed for all other Premium tickets

• Perform Root Cause Analysis, Ticket Analysis and system health checks for Premium customers a needed

• Participate and lead the Quarterly Business reviews for the assigned accounts by presenting metrics, data and health check summary and recommendations.

• Work proactively with Enterprise customers on activities such as product impact reports, coordinating upgrades, communicating upcoming features, and ensuring their implementation is running smoothly.

• Incident management and escalations for strategic customers.

• Monitoring customer traffic patterns and providing insights.

• Serve as a trusted advisor to strategic customers, addressing implementation concerns and helping them optimize their use of Kasada's solutions.

• Collaborative work with the Customer Success Manager.

• Further opportunities to contribute to other projects and initiatives are open to you and your passions.

What you will be working with:

• Scripting and Automation: JavaScript, TypeScript
• Mobile: Fully Native, Hybrid/WebView, ReactNative
• Traffic Analysis: Tools and techniques for analyzing network traffic and identifying anomalies.

What you’ll bring;

Successfully managed Enterprise customer engagements to completion and customer satisfaction, with a real passion for working directly with customers, bonus if those customers were large and complex!
Excellent analytical skills & problem solving skills, combined with the ability to provide quick resolution to problems.
Exceptional verbal and written organizational, presentation, and communication skills, with a strong degree of empathy for the customer experience, and ability to “speak customer”
Must be customer service oriented and believe in teamwork, collaboration, adaptability & Initiative.
Proficiency in at least one programming language; ideally JavaScript/Typescript
Absolute understanding of how the DNS works
Basic understanding of MacOS and Unix Terminal commands
Knowledge or experience in using and troubleshooting issues with CDNs like Cloudfront/Akamai/Section.io…
Past experience with cloud providers, preferably AWS
Data driven with strong experience working with data analytics tools such as Splunk, Tableau or PowerBI
Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast paced environment.
Competitive & competitively aware. Proficient at explaining strengths & vulnerabilities.
A team player with strong interpersonal skills and the ability to effectively operate with a wide variety of people and roles
Willingness to travel periodically based on customer and business need

Qualifications:

Bachelor’s degree in Computer Science, Cybersecurity or a related field (or equivalent practical experience).
3+ years of experience in a TAM role. Direct customer advocacy and engagement experience in post-sales or professional services functions.
Previous experience in a highly technical support role, preferably in a software environment with Javascript troubleshooting experience as a Technical Account Manager / hands on Customer Success Manager or equivalent would be a bonus