Technical Account Manager

Job Summary:  

Pathlock is a leader in access orchestration and application security, providing comprehensive solutions to help organizations automate controls across business applications and manage risk efficiently. Our platform enables companies to seamlessly enforce access, process, and security controls, ensuring compliance and data security. As we continue to grow, we are looking for a Technical Account Manager to help us scale our offerings and deliver exceptional value to our clients.

As a Technical Account Managers (TAMs) at Pathlock, you will play a crucial role in ensuring customer success and satisfaction. They not only resolve complex issues but also build strong, long-term relationships with key accounts. By focusing on understanding each customer's unique needs and helping them maximize the value of your products and services, TAMs contribute significantly to customer retention and growth.

Duties/Responsibilities: 

• Customer Communication:
  • Liaise with customers and internal teams to explain products and implementation schedules.
• Technical Review:
  • Review technical requirements, project schedules, and customer interactions to ensure alignment.
• Pre-Sales Support:
  • Assist in pre-sales activities by analyzing prospects’ business and technical needs, developing tailored service propositions.
• Product Demonstrations:
  • Demonstrate products to customers, articulating how proposed solutions meet their specific needs.
• Thought Leadership:
  • Provide guidance on architecture and design to help customers effectively leverage the Pathlock platform.
• Implementation Planning:
  • Produce estimates and plans for service implementation, ensuring clear expectations for deployment.
• Documentation:
  • Create scoping documents, ROM estimates, and service implementation contracts/SOWs for Pathlock solutions.
• Project Oversight:
  • Oversee the delivery of Professional Services, addressing technical concerns to ensure smooth implementation and launch.
• Client Relationship Management:
  • Build and maintain strong, long-term relationships with assigned clients, understanding their business needs and technical requirements.
• Support Analysis:
  • Analyze customers’ support requirements to identify opportunities for enhanced service or cost reduction.
• Vision Communication:
  • Communicate Pathlock’s vision and product roadmap to customers, aligning their goals with company offerings.
• Upsell and Cross-Sell Management:
  • Identify and manage upsell and cross-sell opportunities, negotiating contracts and pricing.
• Expansion Opportunities:
  • Drive opportunities for account expansion, ensuring customers recognize the full value of Pathlock’s services.
• Strategic Guidance:

  • Offer best practices and strategic advice on product usage, integration and optimization to help clients achieve their goals.

Required Skills/Abilities:  

• Bachelor’s degree in computer science, Information Technology, or a related field. Advanced degrees or relevant certifications (e.g., CISSP, TOGAF) are a plus.
• Must have a minimum of 8 years of relevant experience in Identity Governance and Administration and/or Identity and Access Management domain.
• Must have experience leading delivery projects and strong track record of delivering successful solution outcomes for clients in Identity transformation programs.
• Professional work experience as part of an enterprise software company or systems integrator.
• Experience interfacing and communicating with clients and partners.
• Experience in managing multiple projects.
• Experience consulting, project planning, resource management, scoping, scheduling and implementing Application and Identity Governance solutions.
• Familiarity with the following technologies a plus: web technologies: XML, SPML/SOAP, Web and Application Servers, HTML Databases (Oracle, Sybase, MSSQL, MySQL) Directories (LDAP, AD) enterprise HR systems (SAP, PeopleSoft) programming languages such as Java, .NET or C++ identity management provisioning systems (Sun, Oracle, IBM, Novell) Security software or internal IT audit experience.
• Familiarity with identity and access management (IAM) solutions, ERP systems, and GRC (Governance, Risk, and Compliance) tools.
• Knowledge of integration technologies, including REST, DB, LDAP
• Knowledge of integration to off the shelf Enterprise products e.g., Workday, SFDC, ServiceNow, SAP, Oracle ERP, etc.
• Knowledge of API integration, microservices architecture, and data security best practices.