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    Technical Account Manager - Raleigh, United States - AuthenticID

    AuthenticID
    AuthenticID Raleigh, United States

    1 week ago

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    Description
    Job Type

    Full-time

    Description

    About Authentic ID

    AuthenticID is a pioneer in the Identity Verification and Fraud Detection space. What we do matters.

    It's more than a job; it's a movement on the frontlines of the digital transformation that helps protect business and consumer identities in today's world.


    Founded in 2001, AuthenticID provides automated ID Verification and Biometric Authentication solutions that are leveraged by companies worldwide for customer onboarding, re-authentication, age verification and more.

    Our patented AI-driven technology detects counterfeit IDs and biometric spoofs with 99%+ accuracy in just seconds. Headquartered in Kirkland, WA, AuthenticID serves enterprise clients across diverse industries, including Telecom, FinTech, Banking, and Government. Many of our clients are Fortune 500 household names with billions of dollars in revenues.

    The Opportunity


    As a Technical Account Manager (TAM) you will be key member of the AuthenticID Professional Services team, responsible for supporting our largest and most strategically important customers.

    The ideal candidate will be a customer-facing strategic thinker, with a successful track record managing customer relationship in complex technical environments.

    This candidate needs to be a creative & quick problem solver, with a technical background and proven collaboration skills.

    Role Purpose


    You will be actively supporting one or more customer accounts, working closely with each of them to maximize the benefits of the AuthenticID product suite and services offerings in their organization, briefing them on new developments, actively managing their top open issues, and advocating for them within AuthenticID.

    You will serve as an AuthenticID Professional Services ambassador to your customers, and as your customer's advocate within AuthenticID. You will build relationships within your accounts, becoming their trusted advisor, focusing on the total customer experience and satisfaction. You will also be responsible for maintaining Professional Services internal system records for your accounts.


    In this role, you will need to work across the AuthenticID organization, leveraging various resources to support overall customer success, and to ensure that high priority customer issues and challenges are addressed efficiently and effectively.

    You will proactively drive activities to promote the system health at your accounts and improve customer satisfaction.

    You will communicate with your accounts regularly and provide detailed reports using a cross section of services tools and applications.

    Working with Sales, you will support sales enablement for your accounts by collaborating with AuthenticID's account teams to understand the business strategy, sales opportunities, and customer needs.

    What You'll Do

    Understanding your accounts in detail - organization, decision-makers, goals, current & upcoming needs
    Briefing your customers on the AuthenticID product suite and demonstrating features, as required
    Assessing your customer's current feature/function usage & the overall health of their AuthenticID product implementation(s)
    Performing health checks of their current implementation & recommending go forward strategies

    Providing regular reports to proactively inform your customer of the overall account status, including ongoing projects, service activities, recommendations for further risk mitigation, updates on incident solution and progress of upgrades and enhancements.

    Producing and presenting service reviews (monthly) and summary status reports (every 2 weeks)
    Leading the preparation and presentation of the Quarterly Business Review
    Ensuring Root Cause Analysis evaluations are completed and presented following a customer event.
    Advocating for your customers within AuthenticID
    Facilitating Executive briefs – internally and with your customers

    Leading technical & management conference calls; provides status updates to your customers, the account team, and the AuthenticID executive team, as required.

    Supporting improved customer satisfaction.
    Supporting the Sales renewal cycle and identifying new business opportunities
    Visits your customer's site frequently – no less than quarterly.
    Interacting with your customers regularly – typically daily
    Other duties as assigned.

    Requirements

    What you need to succeed

    Bachelor's degree preferred, preferably in a STEM discipline
    Minimum of 5 years of experience managing complex client-facing technical programs and experience in relationship management
    Prior experience working as a Technical Account Manager, Engagement Manager, Customer Success Manager, Technical Consultant or Technical Lead
    Knowledge of information security concepts
    Experience with AuthenticID products or competitive products is strongly desired
    Demonstrated ability to learn new tools, techniques, and processes quickly, with minimal guidance
    Proven ability to perform tools assessments related to specific business needs, drive best practices, and demonstrate the use of a tool/feature to a variety of audiences
    Ability to get up to speed quickly on requirements and deliverables of multi-faceted projects
    Strong operational and critical thinking skills, with attention to detail
    Ability to quickly identify and resolve recurring issues, connecting with key players as required
    Highly developed skills to manage and prioritize multiple tasks, set priories, and meet challenging deadlines
    Experience overseeing the work of peers and project partners in a collaborative environment
    Ability and patience to actively listen and deliver difficult messages at any level in an organization
    Prior experience creating and delivering effective presentations at any level in an organization
    Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint), Teams, MS Project
    Reporting and analytical skills using various tools/applications (e.g. Salesforce, JIRA, Tableau, and Excel)
    Experience with SQL, rule-based applications, Restful APIs, JSON, etc.
    Must be willing to travel to customer sites and work outside of traditional 9-5 work arrangements when reasonably required. i.e. client dinners, global status calls, etc.

    What You Bring

    Knowledge of AuthenticID products
    Certifications in Java development, Oracle DBA, or CISSPS.
    Working knowledge of client-side web development (HTML, JavaScript, CSS).
    Server Working knowledge of enterprise-level networking (TCP/IP, VPNs, SFTP, Proxy, Firewalls).
    Expertise with common security frameworks, regulatory frameworks, and operating procedures for highly regulated industries such as banking, financial services, and telecommunications
    Work experience in secure mission-critical data center environments
    Understanding of existing and emerging data protection regulations such as GDPR, CCPA, BIPA, etc.
    Knowledge and previous experience with JIRA and Confluence
    Experience with Postman, Grafana, Snowflake, R, Postman, Jupyter, Docker, Kubernetes, Grafana, Jaeger, Git, and Bitbucket are all a plus
    Any type of technology consulting experience
    Additional spoken language – Spanish, French, Portuguese

    We

    Give you the newest MacBook Pro or Dell with accessories
    Competitive salary, bonus plans, and option grants
    Generous Flexible time-off policy
    401k, Medical, Dental & Vision Insurance, and Life
    Pawternity - 1 day of paid leave for the adoption of a new pet
    Parental Leave - must be employed 6 months to receive

    AuthenticID is an equal-opportunity employer and we welcome applicants from all backgrounds. If you're passionate about consumer identity privacy and a team player who wants to join a growing diverse and dynamic team, we look forward to hearing from you

    Salary

    AuthenticID's salary range for this position is $112,425 - $206,860 annually. Our salary ranges are determined by role, level, and location.

    Pursuant to the Washington Equal Pay Act, Colorado Fair Pay Act and the New York City Pay Transparency Law, the range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations.

    Your level is based on our assessment of your interview performance and experience, which you can always ask the hiring manager about to understand in more detail.

    Salary is just one component of AuthenticID's total compensation package for employees.

    Your total rewards package at AuthenticID will include medical, dental and vision coverage, unlimited PTO, flexible work environment, and many other corporate initiatives centered around employee experience.

    NOTICE TO CALIFORNIA RESIDENTS/


    APPLICANTS:
    In connection with your application, we collect information that identifies, reasonably relates to or describes you ("Personal Information").

    The categories of Personal Information that we collect include your name, government issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information.

    We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or other types of positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.

    For additional information on how we collect and use personal information in connection with your job application, review our Candidate Privacy Policy-CA
    #J-18808-Ljbffr
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