Technical Account Manager - West Coast

We are hiring a proactive Technical Account Manager (TAM) professional to join our Customer Success team. If you're excited to be part of a winning team of a SaaS security start-up, Obsidian Security is a great place to make an impact.

A TAM is responsible for actively driving customer value within the Obsidian platform. The role is to provide technical advice on the use of Obsidian solutions and serve as a subject-matter expert on SaaS security challenges and best practices. The TAM's responsibility is to partner with customers in a technical and educational capacity throughout the life of the customer partnership. The TAM is also the voice of the customer within Obsidian, providing important feedback to product management and engineering. The ideal candidate is driven, collaborative, and knowledgeable, has worked in a cybersecurity role, and is excited about the opportunity to work in a SaaS security start-up. This is a 100% remote role with a preference for candidates located on the West Coast, US.

About the Role:

• Deliver the highest level of customer experience and technical assistance to customers and partners. Manage simultaneous customer requests, inquiries and issues of varying complexity and priority.
• Take ownership of driving complex scenarios and issues, working with appropriate stakeholders in engineering, product management and sales to deliver successful outcomes.
• Work closely with our customers to make sure they are enabled/on-boarded successfully, fully understand how to use the platform, and can successfully integrate it into their day-to-day workflows.
• Drive towards improving customer understanding and usage of the Obsidian platform. This includes understanding common issues to build and improve in-product documentation and guides, as well as deliver live or recorded product training for new customers or partners.
• Identify, communicate, and deliver on opportunities to improve Obsidian's ability to support and enable our customers to be successful, including new processes, tools, or product prototypes.
• Create and deliver Account Health checks and Quarterly Business Review

About You:

• A strong blend of communication abilities and technical skills to be the field-facing technical ambassador for Obsidian
• Experience in building and managing strong customer relationships
• Experience with cybersecurity, especially Cloud and SaaS security concerns
• Ability to prioritize and manage multiple requests while delivering results
• Experience administering and configuring SaaS applications (such as Google Workplace / GSuite, O365, Okta, Duo, etc)
• Experience interacting with APIs, integrations, and middleware
• An understanding of common web authentication methods (such as tokens, OAuth, SAML, etc.)
• Versed in software engineering (Python) is a definite plus
• Experience with cybersecurity solution stacks
• Experience in incident response, threat triage, log analysis, and data correlation is a strong plus.
• Willingness to travel occasionally to meet with customers, not expected to exceed 5%