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Technical Account Manager-Denver

Company: FireMon, LLC
Location: Denver
Posted on: February 22, 2021

Job Description:

Global Services - Technical Account Management / As a thought leader in a space we invented, FireMon is paving the way in the cybersecurity industry across the globe. At FireMon, you'll find a disruptive, cutting-edge environment. It's a place where being proactive is rewarded and each day is more innovative than the last. This drive permeates everything we do - from how we develop our products to how we engage with our customers and how we get things done. One of the biggest benefits of working with a groundbreaking company like FireMon, is the huge impact employees have on the overall product and business. Each person's work directly affects the outcome of the finalized product and success of the business. Additionally, you can voice your ideas and collaborate across departments to learn new aspects of the company. Since we are securely backed by some of the savviest investors in the industry, you get the security of an established organization but at the same time get to experience the agility and autonomy of a smaller company. The Technical Account Manager (TAM) is a technical resource who advocates for designated customers and is accountable for ensuring customers' needs are known and managed across all offerings, including services, training, support, and product development. The TAM prioritizes customers' technical issues and communicates those priorities to support and development; communicates the status of services projects; conveys the needs and urgency of RFEs to product management; and provides input into the product roadmap. This person will provide customers with status updates of open tickets and development / services projects; the upcoming release schedule; issues trending; upgrade recommendations; and guidance through early access/beta programs. This role will also require periodic onsite visits. About the Role

  • Own overall relationship with assigned end users, including increasing adoption, ensuring retention, and satisfaction.
  • Provide project leadership for customers' major FireMon initiatives.
  • Collaborate with FireMon's project teams, including Customer Support, R&D, Product Management and Sales, on customers' technical issues and projects.
  • Maintain current functional and technical knowledge of the FireMon product line.
  • Provide the customer hands-on support with initial troubleshooting, upgrades, database query 'management, routine system health checks, watchdog monitoring, adding/removing user access, devices and zones/subnets for FireMon Product Suite.
  • Manage and drive competing requests across simultaneous client engagements.
  • Provide clear and constructive product feedback to FireMon product management teams based on customer requirements.
  • Document best practices in developing and deploying FireMon solutions in the customers' environments.
  • Function as a front-line technical resource for "best practice" and other customer questions, identifying alternate technical solutions to customers' business problems.
  • Partner with Account Owners to manage customer expectations, particularly in situations where customers' demands cannot be met.
  • Partner with Account Owners to ensure comprehensive view of customer health throughout customer cycle.
  • Maintain multiple technical certifications, and gain at least one new certification annually. Required Skills & Experience
    • Bachelor's Degree in Computer Science or similar area of study, or equivalent technical training
    • Five or more years of experience in technical project management, technical account management or similar area.--
    • Three or more years of experience managing or architecting complex network infrastructures. This includes the architecture, design, implementation, troubleshooting, and ongoing support of router/switch-based and desirably software defined virtual networks.
    • Prior experience and strong technical skills in client-server applications, Unix/Linux system administration, and/or software development. Experience to include debugging and troubleshooting, upgrading software, and applying security patches.
    • At least 1 active technical certification - CCNA level or similar - with the ability to obtain at least 1 new technical certification each year
    • Knowledge of modern software development methodologies, with emphasis on software and hardware architecture, and infrastructure design and development
    • Demonstrated ability in customer-facing positions, preferably as a professional services consultant.
    • Strong analytical skills regarding technical and project management issues
    • Strong organizational skills with an ability to manage competing client demands
    • Ability to engage and communicate effectively across multiple levels of a F500 size customers' IT network and security teams is highly desirable, from analyst to mid-level management through C-level (CISO/CIO/CTO) Preferred Skills & Experience
      • Multiple technical certifications in the area of network security, IP networking, or database management What it Takes to be Part of the FireMon Team FireMon provides persistent network security for hybrid environments through a powerful fusion of real-time asset visibility, continuous compliance and automation. Since creating the first-ever network security policy management solution, FireMon has delivered command and control over complex network security infrastructures for more than 1,700 customers. Our customers have unique and complex security problems that are difficult to solve. This doesn't intimidate us, it inspires us. It pushes us to be more creative and find solutions to ensure their success. If this sounds like a movement you'd be interested in joining, we invite you to apply today. EEO/AA/Minorities/Females/Disabled/Veterans

Keywords: FireMon, LLC, Denver , Technical Account Manager-Denver, IT / Software / Systems , Denver, Colorado

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