Strategic Customer Advocate

9 hours ago

Melbourne, Victoria, Australia beBeeTechnicalAccount Full time $90,000 - $125,000
As a Technical Account Manager, you will be responsible for guiding a strategic portfolio of assigned customers through their technical adoption journey.The ideal candidate will have extensive experience in customer success or similar roles and possess strong technical skills, including configuring, testing, and troubleshooting networking products/solutions. Additionally, they should be comfortable with software such as Zendesk, JIRA, and Salesforce, and have hands-on scripting experience and familiarity with APIs and Ruby.Key Responsibilities:
  • Own technical implementation and relationship with assigned customers
  • Increase adoption, training, best practices, feature requests
  • Establish a trusted/strategic technical advisor relationship with each assigned client
  • Work with clients to establish critical goals and key performance indicators
  • Maintain customer satisfaction levels necessary for renewal
  • Advocate customer technical needs/issues cross-departmentally
  • Maintain deep technical competence on the platform and provide training sessions
  • Facilitate integration of Kenna into overall workflow in customer environments
  • Analyze and provide data for effective decision-making
  • Create knowledge-based content such as troubleshooting tips and best practices
  • Manage customer communications and expectations
  • Facilitate escalation events
  • Exhibit customer empathy and curiosity
  • Demonstrate how to meet and communicate with the customer
  • Partner with Kenna Security teams to address customer concerns
Required Skills and Qualifications:
  • Extensive work experience in customer success or similar roles
  • Bachelor's degree required in an appropriate field of study
  • Experience in configuring, testing, and troubleshooting networking products/solutions
  • Comfortable with software: Zendesk, JIRA, Salesforce
  • Hands-on scripting experience required
  • APIs and Ruby familiarity are required
  • Ability to multi-task and work in a dynamic environment
  • Experience with security products is a plus
About Us:

We empower our customers to measure their risk landscape and protect their environments from breaches. Our platform has seen phenomenal growth as top companies adopt our solution. We offer excellent benefits and opportunities for professional growth.

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