Sr. Technical Account Manager (Northeast)

Minimum Qualifications

• Bachelor's degree in Computer Science, Engineering, a similar field, or equivalent practical experience.
• 8 years of experience in technical customer-facing roles supporting cloud or cloud-security products, such as Technical Account Manager, Professional Services Engineer, Solutions Engineer, Technical Support Specialist, Customer Success Engineer, or Architect.
• Experience with cloud services and architecture across at least two cloud service providers, such as AWS, Google Cloud, Azure, or OCI.
• Practical experience deploying and operationalizing containerization technologies, such as Docker or Kubernetes, and addressing related security considerations.
• Practical experience deploying and operationalizing DevOps technologies, such as CI/CD, version control systems, or infrastructure as code, and managing their security implications.
• Experience with Linux and Windows operating system security concepts and technical troubleshooting.

Preferred Qualifications

• 12 years of experience in technical customer-facing roles, ideally supporting a cloud or cloud-security product.
• Multiple advanced cloud service provider certifications, such as Certified Solutions Architect – Professional or Certified DevOps Engineer – Professional.
• Security certifications such as CISSP or CCSP, with extensive experience helping organizations address complex cloud-security challenges.
• Deep familiarity with cloud-security best practices, advanced threat models, and complex CNAPP use cases.
• Demonstrated ability to manage ambiguous responsibilities while improving and developing new processes.
• Experience managing a book of business with 5 or more complex enterprise or strategic customers.
• Track record of building executive-level relationships with enterprise or strategic clients, driving customer outcomes, and exceeding performance targets.
• Expert ability to enable customers on the Wiz platform and help solve problems ranging from routine to highly complex and strategic.
• Experience supporting customers through Slack, email, and support tickets.
• Ability to use CRM and log-analysis tools to monitor customer health, identify trends, and inform customer-success and retention initiatives.
• Experience creating customer-facing artifacts and presentation decks.
• Exceptional communication, interpersonal, problem-solving, and stakeholder-influence skills, including engagement with C-suite executives.

Responsibilities

Customer Technical Advisory

• Serve as a trusted technical advisor and Wiz product and cloud-security expert throughout customers' Wiz journeys.
• Guide customers through deployment, configuration, and operationalization of Wiz using best practices.
• Serve as the primary technical contact for a book of customers, resolving technical questions and issues through email, Slack, and support tickets.
• Lead customers toward full adoption and value while promoting excellence in cloud, code, and runtime security.
• Monitor emerging cloud-security threats and stay current on Wiz features and functionality.

Adoption, Value, and Customer Satisfaction

• Help customers develop success plans with measurable goals aligned to security and compliance objectives.
• Accelerate customer success and value realization through expert use of the Wiz platform.
• Assist with project-managing adoption and operationalization goals across business units and stakeholders.
• Resolve people, process, and technology blockers with internal and external parties.
• Track customer business goals and value realization, and report progress to key stakeholders in executive-friendly communications.
• Lead value-based conversations with customer executives and contribute to QBRs and executive briefings.

Customer Advocacy and Revenue Support

• Document and represent customer needs to internal stakeholders.
• Capture feature requests and adoption blockers and work with Product and Engineering teams on prioritization and alternative solutions.
• Manage a book of up to 10 strategic customers, depending on size and complexity.
• Identify expansion opportunities and support renewals with sales and renewals teams.
• Drive utilization and adoption targets.
• Identify, document, and act on engagement risks, including satisfaction, churn, renewal, and customer health risks.
• Cultivate relationships with customer contacts from C-level executives to practitioners.
• Help build and scale a world-class Technical Account Management organization.