Director, Technical Account Manager- Americas
About the Role
We are looking for a dedicated, ambitious, and self-driven Director of Technical Account Manager (TAM) to join our customer success team. In this role, you will work with leaders from engineering, product management, OT Watch & Intel to ensure there are no barriers to product adoption. You’ll work with leaders from sales and solution architects to leverage positive business outcomes to promote operationalization and prove the value of the Dragos Platform, along with other products.
You will use your extensive knowledge of security in industrial organizations to lead a diverse team of subject matter experts. These SMEs provide technical advice to practitioners who monitor and secure their critical infrastructure and use the technology to up-level their visibility, insights, and decisions. Use your excellent technical, communication, organizational, and leadership skills to oversee a team of creative problem solvers, who can translate complex technical details into a business context. The ideal candidate can drive transformational programs to increase efficiency and scale while maintaining a world-class customer experience.
Responsibilities:
Build, mentor, and coach a world-class technical account management team for customer success
Elevate each TAM, filling in educational gaps as necessary
Develop a deep understanding of Dragos Platform capabilities and industry-specific challenges
Establish relationships with key senior customer stakeholders to understand their technical needs and business objectives
Act as an escalation point between customers and internal teams, partnered alongside the Customer Success Manager team
Work with the TAM team to uncover customer use cases, workflows, and pain points and ensure action is taken to operationalize and promote the realized value of the Dragos Platform
Work closely with Engineering and Product Management leadership to guide the development of the Platform to address technical requirements required to increase Platform adoption
Participate in the roadmap product planning and release cycle to advocate for customers’ needs
Improve on frameworks, methodologies, and tools to power team growth and improve workflow, efficiency, and scalability
Establish key metrics and report to leadership on KPIs to track team performance and prove the realized value
Champion AI to drive team improvement and help operationalize use cases across the team
Qualifications:
Significant and relevant experience leading a customer-facing team
Experience working in security at an industrial company such as energy or manufacturing (on the Enterprise security side is perfectly acceptable and relevant)
Experience in SIEM technologies such as Splunk or Elastic
Advanced skills in network traffic analysis
Manage multiple stakeholders and projects; well organized; good time-management skills
Willingness to travel 25%
Compensation:
Salary: 245,000
Competitive Equity Package
Comprehensive Benefits Plan
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