Technical Account Manager

Position Overview:  

Hypori is seeking a highly motivated and customer-focused Technical Account Manager (TAM) to join our team. The TAM will play a crucial role in ensuring the success and satisfaction of our clients by serving as their primary point of contact for technical inquiries, issue resolution, and strategic guidance. The ideal candidate will possess a strong technical background, excellent communication skills, and a passion for delivering outstanding customer service. This role is onsite at the customer location and the candidate must reside within the Greater DC, Maryland, and Virginia (DMV) and requires a TS/SCI with CI poly.  

Responsibilities: 

• Serve as the main point of contact for designated enterprise clients, building and maintaining strong relationships with key stakeholders. 

• Understand clients' business objectives and technical requirements, providing strategic guidance and best practices to help them maximize the value of our product. 

• Proactively monitor client usage and performance metrics, identifying opportunities for optimization and expansion. 

• Collaborate closely with cross-functional teams including Sales, Product Development, Engineering, and Support to address client needs and drive resolution of technical issues. 

• Lead regular meetings and check-ins with clients to review performance, address concerns, and gather feedback. 

• Manage escalations and coordinate resources to ensure timely resolution of critical issues, keeping clients informed throughout the process. 

• Act as an advocate for clients within the organization, championing their needs and influencing product roadmap decisions. 

• Contribute to the development of internal processes, documentation, and training materials to improve service delivery and customer satisfaction. 

• Continuously seek opportunities to add value and exceed client expectations, driving retention and expansion of client accounts. 

• Stay informed about industry trends, emerging technologies, and competitive landscape, sharing insights and recommendations with clients and internal teams. 

Qualifications: 

• Must have Top Secret/SCI Clearance with a CI poly or the ability to obtain a CI poly.  

• Must be a US Citizen.  

• Must reside within the DC, Maryland, or Virginia (DMV) area, as this is an onsite position.  

• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience). 

• Proven experience (5+ years) in a client-facing role such as Technical Account Management, Customer Success, or consulting, preferably within the SaaS industry. 

• Strong understanding of cloud computing concepts, web technologies, and software development lifecycle. 

• Excellent problem-solving skills with the ability to analyze complex technical issues and drive resolution. 

• Exceptional communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical audiences. 

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously. 

• Proactive attitude with a strong sense of ownership and accountability for client success. Ability to work independently and effectively under pressure.  

• A willingness to travel occasionally (15-20%) to client meetings and industry events (if necessary). 

• At least Security + certification or higher.  

Preferred Qualifications 

• Top Secret/SCI w/ CI poly clearance. 

• Experience working in a SaaS environment and knowledge of MDM (Mobile Device Management). 

• Ability to work effectively with cross-functional teams, including engineers and project managers, and independently. 

• Relevant certifications (e.g., AWS Certified Solutions Architect, Google Cloud Certified Professional) are a plus. 

These qualifications are essential for the role and reflect the need for technical expertise, leadership capabilities, and the ability to work in a regulated environment, such as with the Department of Defense. 

About Us 

Hypori offers a comprehensive benefits package, including medical, dental, vision, PTO, life & disability packages, technical training, tuition reimbursement, a 401k plan with employer matching contribution, and more. 

Hypori is committed to providing equal employment opportunities and is dedicated to creating an inclusive workplace that embraces diversity and differences. Hypori is open to providing reasonable accommodations to applicants with disabilities as needed during the application and hiring process. 

If you are interested in this job opportunity, you can visit their website at https://hypori.com/ for more information. 

Pay range  

$125,000 - $160,000 USD  

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Last updated on Aug 22, 2024