Fenix24 is an industry-leading cyber disaster recovery and restoration company. Battling threat actors as The World’s First Civilian Cybersecurity Force, Fenix24 delivers cybersecurity services through its four battalions: Fenix24 for ransomware recovery and restoration; Athena7 for IT security assessments, strategy and planning; Grypho5 for ongoing security-based management; and Argos99 for expert insights into data, assets and infrastructure. Under its Securitas Summa program, Fenix24 ensures organizations are prepared to effectively resist and rapidly recover from a cyberattack, offering a combination of managed data and infrastructure protection, real-time threat intelligence, and ongoing hardening and breach resistance.
About This Position
A Technical Account Manager is responsible for providing technical support and building strong relationships with clients. The Technical Account Manager ensures the successful implementation and ongoing support of our products and services.
This position will involve monthly or quarterly travel and a requirement to be on-site with the customer in the US Northwest (NY/CT/MA area).
Key Responsibilities
- Serve as the primary point of contact for our clients, building strong relationships and providing exceptional customer service.
- Understand clients' technical needs and requirements and effectively communicate them to internal teams.
- Collaborate with cross-functional teams to ensure successful implementation and onboarding of clients.
- Proactively identify and resolve any technical issues or challenges faced by clients.
- Conduct regular check-ins with clients to assess their satisfaction and identify opportunities for improvement.
- Stay up to date with industry trends and advancements to provide valuable insights and recommendations to clients.
- Ensure that tickets are resolved professionally and, in a manner, consistent with the contract
- Ability to plan, coordinate, and manage multiple activities simultaneously
- Track, analyze, and report performance metrics on account management.
- Collaborate with sales teams to identify upsell and cross-sell opportunities.
Qualifications, Requirements & Preferred Skills
- Bachelor's degree in technical field or equivalent experience.
- Previous experience in technical account management or customer success role.
- Strong technical knowledge and understanding of software and technology solutions.
- Excellent communication and interpersonal skills.
- Ability to build and maintain relationships with clients.
- Strong problem-solving and troubleshooting skills.
- Ability to work independently and manage multiple clients simultaneously.
- Proficiency in CRM software and other relevant tools.
- Project management experience is preferred
Core Values & Competencies
- Good Samaritan - Sense of urgency, understands client needs, Solution focused. Helps someone in need by “pulling them from the ditch and nursing them back to health!”
- Results driven - Strong sense of priorities and focused on delivery. Creates momentum to meet or exceed specific goals and objectives. Leverages resources available and creatively solve problems to get the job done. Total ownership attitude.
- Effective communication - Effectively articulates thoughts and ideas whilst listening to gain understanding. Seeks clarification and communicates with respect.
Why work for us?
We offer a dynamic, innovative work environment with rewarding work - help save our clients from disaster!
We truly value our employees and provide an extraordinary package to prove it, including:
- Internal and external learning & development opportunities, including career advancement
- Competitive compensation & benefits including:
- Private health insurance
- Mental health and wellness programs
- Company-matched pension scheme
- Life insurance and income protection insurance
- Monthly fitness/gym membership allowance
Join the world's first Civilian Cybersecurity Force and take your career to the next level!
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