Technical Account Manager

BIG NEWS!

🔔 ZeroFox is officially a public company, and we’re on a mission to make the internet safer. Read more here: http://ow.ly/Iy6K50KbCYo

OPPORTUNITY OVERVIEW

ZeroFox seeks a Technical Account Manager (TAM) who will be responsible for building and maintaining post-sales relationships with our largest and most complex customers. You will serve as a trusted technical advisor, primary support contact, and aligned resource to your dedicated customer(s). The goal of each ZeroFox TAM is to exceed client expectations and drive value. You will do this by proactively updating the customer’s platform, creating reporting that clearly shows the effectiveness of their solution, providing ongoing education and being the internal ZeroFox advocate for your customer(s) needs. This high-profile role reports within ZeroFox’s Global Operations organization.

The TAM will be responsible for working with customers to define business and technical requirements, while supporting the product and services team in defining scope of work and budget by negotiating trade offs or new requirements / change orders. The successful applicant will need to nurture relationships, both internally and externally, provide amicable customer solutions, and be technically competent on the ZeroFox SaaS platform. Technically- and business-minded Project Managers, Business Analysts, Systems /or Software Developers or candidates with experience with setup and delivery of similar SaaS products will be given priority consideration.

Role and responsibilities

• • Learn and employ ZeroFox patented technology to identify and analyze relevant information collected from the Internet, based on client-specific criteria, to assemble relevant findings for regular intelligence reporting
    • Assist in customer care and all production aspects covering the range of assigned duties. Support and/or lead recurring deliverables and touchpoints (ad hoc/daily/weekly/monthly/quarterly and/or annual)
    • Provide advice and guidance as the subject matter expert to ensure successful ongoing usage and value from the ZeroFox platform configuration.
    • Act as the primary technical support lead for all requests for new platform configuration and changes to use cases within the customer environment. Work with the customer on an ongoing basis, attending all recommended calls and meetings.
    • Design and develop innovative solutions to customer requirements using ZeroFox’s platform and/or integrations to customer technologies, including API based integrations.
    • Deliver web-based training to user groups to support organizational adoption
    • Undertake discovery and education activities to identify opportunities for ZeroFox usage across organizational functions and processes
    • Function as a frontline technical resource for “best practice” and informal customer questions
    • Initiate engagement with other ZeroFox resources when needed as a customer advocate to ensure speedy resolution of customer issues
    • Engaging with ZeroFox internal organizations including Product, Customer Operations, Services, etc. as the customer advocate on product roadmap discussions and ongoing service needs.
    • Maintain current functional and technical knowledge of ZeroFox service options
    • Help to document best practices in developing and using ZeroFox solutions

Required qualifications and skills

• • Written and verbal communication proficiency in Arabic
    • Experience in open source and social media research, or investigations, typically obtained in 2-3 years; ability to connect the dots
    • Experience in a related function, typically obtained in 3+ years
    • Experience with SaaS-based platform configuration and maintenance for enterprise organizations
    • Comfort working within a team
    • Direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, and/or start-up companies
    • Successful management of customer support engagements to completion with high levels of customer delight
    • Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems
    • Exceptional verbal and written organizational, presentation, and communication skills.
    • Customer service orientation and belief in teamwork, collaboration, adaptability and initiative
    • Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
    • Competitiveness & competitive awareness. Proficiency in explaining strengths & vulnerabilities
    • Willingness to travel as required based on customer and business need
    • Bachelor’s degree in a relevant field or equivalent experience
    • Propensity to thrive on change and general dissatisfaction with the “status quo” founded on the belief that great is better than good
    • Written and spoken fluency in the English and Arabic languages

Desired qualifications and skills

• • Public or private sector experience as an analyst, researcher, investigator or consultant supporting a security, risk or due diligence function
    • Knowledge of data analytics, dashboards, and reporting
    • Skill with various workflow tools: JIRA, SQL, SalesForce, Google Apps, Zendesk.
    • Bachelor’s or Graduate degree in Computer Science, Information Systems, Cyber, or other similar curriculum
    • Past experience working in customer success, technical support, configuration and / or training capacity

Benefits

• • Competitive compensation
    • Community-driven culture with employee events
    • Comprehensive benefits
    • Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational culture

Interested?

• • Ready to apply? Visit us at https://www.zerofox.com/careers to find out more and join the best team in the security industry.
    • Not ready to apply? Email careers_at_zerofox_dot_com to speak with a member of the team!

ABOUT ZEROFOX

ZeroFox’s mission is clear: we protect customers - their data, their assets and their people - across the internet. Through AI-powered technology, global intelligence collection and services provided by a team of expert analysts and threat hunters, we give customers the protection and intelligence needed to disrupt a new era of attacks on the surface, deep and dark web. Now is a great time to join the Fox Den: we recently announced our intent to become a publicly traded company via a merger with L&F Acquisition Corp. and were named a Top Workplace by the Baltimore Sun. With $150M+ in funding to date, recognition from Forrester as best-in-class in brand intelligence and numerous awards and honors, joining the ZeroFox team means joining a culture that is committed to excellence and growth. That means committing to the success of each of our employees so you can be the best version of yourself on the best team. If you’re ready to join a team that is mission-oriented, customer-focused, collaborative and dedicated, you’ve come to the right place.

Equal Opportunity, Diversity & Inclusion

We aim to build a team that represents a variety of backgrounds, perspectives, and skills. We embrace inclusion and ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, military or veteran status, or any other personal characteristic.

Apply for this job