Federal Technical Account Manager

Description

Company Overview

iboss is a cloud security company that enables the modern workforce to connect securely and directly to all applications from wherever they work. Built on a containerized cloud architecture, iboss delivers security capabilities such as SWG, malware defense, RBI, CASB and data loss prevention to all connections via the cloud, instantaneously and at scale. This eliminates the need for traditional network security appliances, such as VPNs, firewalls and web gateway proxies, which are ineffective at protecting a cloud-first and mobile world.

Leveraging a purpose-built cloud architecture backed by 230+ issued and pending patents and more than 100 points of presence globally, iboss processes over 150 billion transactions daily, blocking 4 billion threats per day. More than 4,000 global enterprises trust the iboss Cloud Platform to support their modern workforces, including a large number of Fortune 50 companies.

To learn more, visit https://www.iboss.com/

Job Description

The Federal Technical Account Manager will play an advisory role to our federal customers, and build long-term strategic relationships with customer and partners and have a mission of ensuring that iboss customers achieve their desired outcomes through the interactions they have with our product and team members.

The Federal Technical Account Manager will support customers via live chat, email, web-based ticket systems, telephone, and in some cases in-person interactions. Interactions are primarily proactive, outbound, and on a customer-defined cadence.

You will assist customers with designing, integrating, implementing, and training on iboss products and services. In this role you can expect to be very hands-on with technology and will also be responsible for the commercial aspects of the relationship which includes renewing and expanding the services that customers subscribe to.

You will be a technical customer advocate; internally partnering with product management, engineering, and R&D resources to influence the product roadmap in alignment with feedback acquired in the field directly from customers.

An ideal candidate for this role will have a wide breadth of knowledge and experience with enterprise networks, systems, cybersecurity and sales engineering or technical account management. An outstanding candidate understands the challenges that administrators face when trying to secure users and devices in today's borderless network landscape and have a track record of solving problems.

If you have an innate curiosity to understand how systems work (and could possibly be abused), a drive to find creative solutions to problems others may think are impossible to solve, are comfortable in a fast paced, challenging environment, and are driven to provide customer satisfaction, we want to hear from you. We'll provide the opportunity for you to work with some of the largest and most complex networks on the planet providing a service that helps protect organizations and users from threats.

Responsibilities

Ensure that customer desired outcomes are achieved through proactive cadence driven outreach

Manage and prioritize assigned portfolio of customers to ensure each customer is successful and satisfied

Act as the customer's go-to iboss subject matter expert when they are planning changes or enabling new capabilities

Advise customers about new products and feature enhancements

Provide feedback to product management, engineering, and R&D teams

Working with our technical support teams, ensure that any identified complex technical support inquiries are solved in a timely and professional manner

Document interactions comprehensively for auditing and record keeping purposes

Help customers measure success by baselining current vs future state

Work with team leads and management to bubble up recurring issues or opportunities for product or process improvements

Create, provide, and present quotations to customers

Acquire purchase orders from customers

Create and submit knowledgebase entries to help improve customer self-service capabilities

Create and maintain internal knowledge systems to assist other internal team members

Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features.

Attend and present at trade shows and on-site training

Qualifications

The responsibilities described above are essential functions of the job. The qualifications below are representative of the knowledge, skills, qualities, and/or abilities required.

4-year college degree in a technical field

5+ years of experience in a related function is required. Direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, and/or start-up companies.

Previous experience supporting federal customers

Previous technical support experience

Previous sales engineering or technical support experience

Security clearance is a must

Outgoing personality and comfortable speaking to customers

Possess a strong work ethic and team player mentality

Excellent communication skills both verbal and written

Experience designing and supporting multilayer IP networks; routing and switching

Experience with network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS

Experience/familiarity with managing enterprise deployments of iOS, Android, and Chromebook devices

Experience managing Windows Server or Red Hat Linux server environments

Experience managing large (>1k seat) Windows and Mac workstation deployments

Experience managing DNS; Microsoft or Bind

Experience with acquiring and analyzing packet captures

Highly developed sense of integrity and commitment to customer satisfaction

Strong detail orientation and listening skills.

Strong decision making and analytical abilities

*The role is remote, but you must reside in DC, MD, or VA area.

Benefits

Health, Vision, Dental - open to domestic partners

401K plan

Unlimited PTO

Company paid holidays

The duties and responsibilities described above are essential functions of the job. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.

*This position is not eligible for sponsorship of work visas.