Full-Time Technical Account Manager (Unit 42 Managed Services)

• Ensure customers are maximizing their return on investment by owning the customer’s on-boarding, adoption, satisfaction and advocacy across a portfolio of customers
• Provide high touch/white glove customer outreach immediately post close to shepherd customers through the on-boarding process
• Drive adoption- ensure customer applies the offering in a timely manner
• Ensure customer is measurably satisfied with the service they are receiving, informing customers of refresh needs and options
• Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive the managed services adoption to ensure they are leveraging the solution to achieve full business value
• Be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with engineering teams and become a Subject Matter expert over time
• Ensure continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points contact within Unit 42, and touchpoint for all feedback from our customers
• Serve as a customer advocate in influencing product roadmap and improvements
• Manage performance metrics CSAT, Renewal rate, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement. Identify renewal risk and collaborate with internal teams to remediate
• Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed

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