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    Manager of Technical Account Management - Tampa, United States - Rapid7

    Rapid7
    Rapid7 Tampa, United States

    2 weeks ago

    Default job background
    Full time
    Description

    Manager of Technical Account Management - Tampa, FL

    We are looking for a passionate people leader to join our Tampa office as a Manager of Technical Account Management to lead our customer-centric TAMs in supporting our Enterprise customers to simplify the complex through our cyber security solutions. The ideal candidate will be highly adaptable with a history of success in developing teams, and building cross functional partnerships with Engineering, Support, and Customer Success. This will be a hybrid role, 3 days onsite/2 days remote.

    About the role:

    As a Manager of Technical Account Management you will be responsible for leading a global team of Technical Account Managers who work closely with Rapid7's enterprise customers to ensure they are achieving their program goals while maximizing the value of their Rapid7 products.

    About the team:

    In a partnership with our account team, the Technical Account Managers you lead will frequently meet with customers to conduct executive business reviews, help implement new product features, and deliver enablement sessions/demos of our products. As a TAM Manager you will have the opportunity to work cross functionally with CS, PM, Engineering, & Support leadership to drive achievement, customer success as well coordinate and plan ongoing initiatives to deliver TAM organizational goals and results.

    In this role you will:

    • Lead and coach a team of highly skilled Technical Account Managers to resolve customer challenges, develop long-lasting partnerships, and deliver on KPIs.
    • Partner with Customer Success Management and other Go-to-Market teams to develop account plans and engage customers in order to facilitate product adoption and resolve existing issues.
    • Collaborate with other members of the Global Support team to build sustainable, frictionless, and consistent global processes to meet customer needs.
    • Hire, onboard and provide coaching and mentoring for all team members including development and tracking of key performance indicators.
    • Work with members of Rapid7's Engineering teams to identify opportunities to improve product supportability and the customer experience.
    • Understanding the importance of team culture and helping to build a team with a can do attitude.

    The skills you'll bring:

    • ​6+ years of relevant work experience in IT, with cybersecurity a plus.
    • 3-5 years of management experience in customer-facing teams in a technical customer success organizations
    • Experience in managing and successfully mitigating customer escalations.
    • Ability to go a mile deep with technical customer resources or to explain technical aspects to a non-technical customer.
    • Experience working cross-functionally fostering meaningful internal relationships to drive customer success.
    • Excellent organizational skills and can transition between working as a part of a larger team or singularly, or to managing several resources on multiple project sections.
    • Occasional travel to client sites (10-15%)
    • Bachelor's degree (Computer Science, Management Information Systems, a similar technical field) or equivalent experience.

    ​

    We know that the best ideas and solutions come from multi-dimensional teams. Teams reflecting a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don't be shy - apply today.

    About Rapid7

    Rapid7 (NASDAQ: RPD) helps organizations across the globe protect what matters most so innovation can thrive in an increasingly connected world. Our comprehensive technology, services, and community-focused research simplify the complex for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, be in 10 places at once, and shut down attacks. We're on a mission to make security solutions easier to use and access so we can bring safety and resilience to more people.

    With more than 10,000 customers across 140+ countries, Rapid7 is a leader in cybersecurity that has earned numerous industry accolades and recognition for our technology and culture.

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.

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