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TITLE

 

Senior Manager - East, Technical Account Manager

COMPANY

 

Shape Security

LOCATION

 

New York City, NY, US

Description

We are security and web experts, pioneers, evangelists, and elite researchers. We believe in the power of the Internet to be a positive force; our mission is to protect every website and mobile app from cybercriminals. Shape’s founders fought cybercrime at the Pentagon, Google, and other leading security companies. We are backed by some of the most prominent leaders and investors in the technology industry including Kleiner Perkins, Google Ventures, and more. Come be a part of our unparalleled team that is responsible for making the Internet a safer place for everyone.
 
Position Summary
A Regional Manager, Technical Account Management is a frontline player/coach role with three primary responsibilities: solution implementation, personnel management and collaboration with other functional areas in the region to help drive growth and customer satisfaction. In addition to managing a team of Technical Account Managers, the Manager, Technical Account Management will drive their own set of customers. This individual must have the ability to earn the respect and trust of their team and customers through knowledge and understanding of service delivery and how this fits into our customer’s overall environment.  You will review unique business and technical project parameters and define a successful solution for the implementation and integration of the Shape Enterprise Defense. A successful candidate must be action oriented, capable of independently solving complex technical problems and able to communicate clearly and effectively to both technical and business audiences.

Responsibilities:

    • Frontline management responsibility over a team of 3-6.
    • Accountable for successful implementation of technical solutions and on-boarding of customers in the region.
    • Able to jump in and be hands on for leading critical customer integrations.
    • Collaborate with regional sales team on sales opportunities.
    • Report status implementations in region.
    • Manage customer escalations both internally within Shape and externally with customers.
    • Collaborate with other customer success leaders to implement best practices in the region.
    • Project manage the installation and integration of Shape's security as a service solution for Fortune 500 and Global 2000 companies.
    • Proactively anticipate customer needs and facilitate project success.
    • Act as the primary representative between our customers and Shape.
    • Develop and implement best practices for program/project management, communication artifacts, reporting, and capability improvements.
    • Develop models for resource planning and consumption as well as key performance metrics for project/program success.
    • Communicate effectively; organize and juggle priorities; solve problems and make decisions; build teams and relationships.

Required Qualifications:

    • 8+ years of system integration within complex environments.
    • Experience directly managing customers in professional services or similar roles.
    • Prior management experience is desirable.
    • Experience collaborating with sales and other cross-functional teams.
    • Ability to foster relationships both internally and externally.
    • A strong technical networking background and experience working with major load balancers currently on the market.
    • A deep level understanding and experience of Content Delivery Networks.
    • Understanding of TCP/IP, HTTP, HTML, Javascript, CSS, and other technologies involved in delivering sophisticated web services.
    • Bachelor's degree in Computer Science, Information Systems, or related engineering discipline, OR equivalent industry work experience.
    • A customer-centric attitude and the ability to communicate well at all levels of an organization.

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