What are the responsibilities and job description for the Technical Account Manager position at Owl Cyber Defense?
Job Title: Technical Account Manager
Department: Professional Services
Reports to: Federal Director ITS
Owl Cyber Defense is a leader and trusted partner in cyber security. We deliver solutions that protect and connect the world’s most critical networks. Owl’s product lines of cross domain, data diode, and portable media solutions provide the strongest available security checkpoints for threat prevention and secure data availability. Our in-depth expertise in security engineering at the operating system level enables us to help government and commercial customers meet ever-evolving cyber security threats.
Job Summary:
The Technical Account Manager will work with Government and Commercial clients to support Owl Cyber Defense’s Cross Domain security appliances to oversee, understand and address our customers’ technical needs as the primary link between Owl and our major clients. The Technical Account Manager will provide accurate technical service before and after the point of sale, ensuring customer satisfaction.
As a Technical Account Manager, you should be a tech-savvy professional, able to explain technical details and requirements to a non-technical audience. You should also be results-driven and aspire to achieve specific goals. Ultimately, you should be able to provide technical, product and business knowledge to support sales process and strengthen customer relationships.
The role will maintain professional rapport with customers and endeavor to give the best possible service.
This role will require you to be a champion for the customers and work to solve customer needs with Owl’s solutions.
Essential Duties and Responsibilities:
- Monitors service requests, understands the client’s environment, installed product base and is available to assist the client in planning changes Address all product-related queries on time
- Coordinates follow up training for customers to use products effectively
- Coordinates maintenance updates and upgrades
- Provide developers with customers’ feedback to help identify potential new features or products
- Report on product performance and coordinates system health checks
- Identify solutions to reduce support costs
- Analyze customers’ needs and suggest upgrades or additional features to meet their requirements
- Actively promote and establish sales pipelines for the sales department to win new business and increase sales
- Establish best practices
- Function as the customer champion for all assigned accounts
Requirements/Qualifications:
- Education
- Bachelor’s Degree preferred in related field
- Experience
- 5-8 years of proven work experience as Technical Account Manger
- Knowledge, Skills & Abilities
- Solid technical background with hands on experience with the following technologies:
- Cisco Products (VoIP, Switches, Routers, Firewalls)
- Linux
- Cross Domain Solutions
- Network Engineering
- Solid technical background with hands on experience with the following technologies:
- Additional Competencies/Requirements
- Excellent verbal and written communication skills
- Strong analytical and problem-solving skills
- Has the communication skills to effectively operate in a Government Civilian and military environment.
- Top Secret/SCI Clearance is requires (an active TS with ability to obtain SCI is acceptable)
About Owl Cyber Defense Solutions, LLC
Owl Cyber Defense Solutions, LLC is a fast-growing cybersecurity solutions company, holding a firm leadership position in network security and secure information transfer. It is a privately-owned US company with offices in Columbia, MD, Danbury, CT and Morrisville, NC. For more information, see http://www.owlcyberdefense.com.
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