Technical Account Manager II

Technical Account Manager II

Overview

With employees located around the world, One Identity, a Quest Software business, is a global leader in the identity governance and administration (IGA), Active Directory account Lifecycle management and privileged access management (PAM) markets. We help organizations establish an identity-centric security strategy. Our high-energy, talented team enjoys the flexibility of working remotely or in our regional offices - or a combination of remote and on-site. One Identity’s values and company goals are focused on delivering positive results and innovative solutions to our customers. Your career at One Identity starts here. Read on to learn more.







We are fanatically customer focused and are proud to support the most complex customers who have the highest IT demands in the world. It’s exciting, it’s rewarding, it’s hard work and offers career and personal growth. The Support Account Manager is responsible for the overall Technical Health of our Premier Customers. Our Premier support delivers partnership, technical guidance and advocacy to customers. The SAM’s primary focus is to ensure that our customers remain successful and realize the full value of their investment with our products.

You will also work with customers through all post-sales activities including onboarding, driving adoption and outcomes leading to renewals and expansion, and advocate across our entire portfolio. Working closely as a trusted advisor with the customer’s service managers liaising with colleagues across all parts of our business, the TAM will help progress, prevent and resolve operational issues relating to the use of our solutions & services which threaten the customers' success.







100% Remote - Candidate must be located in Canada (Atlantic or Eastern time zone)

Responsibilities

- Work closely with business process owners, administrators and technical resources to ensure overall customer satisfaction and provide proactive assistance on support cases.
- Host regularly scheduled meetings as needed to review past, present, and future support activities and status of any current issues; provide quarterly problem management reporting and reviews.
- Work closely with the Account Management and Partnerships team, comprehend the business priorities and technical environments of strategic customers and partners, as well as develop close relationships with customers and partners.
- Provide complex, consultative technical support to mid-size and enterprise clients for one or more of Quest products.






- Act as a primary point of contact for assigned accounts on technical health related items.
- Develop strong partnerships with the customer’s business and operational leaders to drive focus on support related aspects and issues.
- Restore and maintain technical health through detailed and documented Technical Health Plans.
- Advocate for customers during onboarding efforts and assist with coordination of operational tasks.
- Ensure the timely and successful delivery of new solutions according to company's objectives.
- Understand the short-term and long-term business objectives of each customer enabling them to achieve those goals and objectives through the use of our products.
- Provide proactive guidance,





planning and recommendations for achieving and maintaining the overall technical health of a customer's environment.
- Guide and influence team members to help ensure consistent service is being delivered.
- Be the internal advocate for the customer to facilitate the resolution of customer issues through coordination of efforts among internal organizations.
- Proactively analyze tickets and interactions to help guide training plans via Customer Success Managers (CSMs) and Education.
- Deliver QBRs with customers (onsite and over the phone) in conjunction with sales to review service levels, usage metrics and customer environment performance.
- Work with the relevant technical teams to proactively handle customer configurations and recommend customer environment upgrades and add-ons.
- Maintain a close working relationship with multiple organizations including Support,





Pre-Sales, PSO, CSM, and Sales.
- Understand and communicate the customer’s needs to the Account Team.
- Keep the customer informed of key information that may be critical to their success.

Qualifications

- 4+ years of experience managing enterprise customer relationships as a Support Account Manager (SAM), Business Critical Account Manager (BCAM), Technical Account Manager (TAM), or Customer Success Manager (CSM).
- 6+ years of direct Support and/or Support Services related experience with a proven track record of delivering business value and improvement.
- Prior customer-facing role with good interpersonal skills (written and spoken).
- The ability to present complex ideas, processes and methodologies in a clear, concise fashion to technical,





non-technical and executive audiences.
- Ability to work flexible hours.
- Technical writing skills.
- Experience in Security Solutions, background and knowledge of Identity Manager solutions and PAM solutions is desirable.
- Knowledge of and experience with Support delivery tools such as Siebel CRM, OBIEE Analytics, SalesForce.com, Oracle Financials, LiveHelpNow Chat, GoToMeeting and WebEX is an advantage.

Company Description

One Identity enables organizations of all sizes to better secure, manage, monitor, protect, and analyze information and infrastructure to help fuel innovation and drive their businesses forward. With team members around the globe, we intend to continue to grow revenues and add value to customers.

When you join our team,





you will have the opportunity to build and develop products at a scale few others can provide. Our product portfolio serves a large base of customers and we are addressing the strategic imperatives for enterprise businesses.

Why work with us?

- Life at One Identity means collaborating with dedicated professionals with a passion for technology.
- When we see something that could be improved, we get to work inventing the solution.
- Our people demonstrate our winning culture through positive and meaningful relationships.
- We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
- Our team members’ health and wellness is our priority as well as rewarding them for their hard work.

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▶️ Technical Account Manager II
🖊️ Quest Software Canada
📍 Halifax Regional Municipality