Technical Account Manager (West)

Summary

As a Technical Account Manager (TAM), you’ll be responsible for planning and executing strategies to drive customer adoption and use of the Wiz platform. You will provide both strategic and technical guidance to customers throughout the Wiz journey, from onboarding to operationalization through to a successful renewal and expansion.

Technical expertise and strong customer-facing skills will be essential in addressing the needs of our customers. Serving as the bridge between customers and the broader Wiz team, you'll streamline collaboration between Product Management, Sales, Engineering, and Support to deliver a cohesive customer experience.

What you’ll do: 

• Be a Wiz Product and Cloud Security Expert –  Serve as a trusted technical advisor throughout your customers’ Wiz journey
• Confidently navigate customers through deployment, configuration, and operationalization of Wiz using best practices and your existing cloud-security domain expertise 
• Serve as the primary technical contact for your book of customers, helping to solve technical questions and issues as they arise via email, meetings, Slack, and support tickets
• Continuously monitor news related to emerging cloud security threats and further develop your domain expertise
• Continuously stay abreast and enabled on new Wiz features and functionality 
• Drive Adoption, Business Value Realization, and Customer Satisfaction – Ensure your book of customers are delighted and seeing value from their Wiz purchase 
• Help customers develop success plans with measurable goals throughout the Wiz lifecycle that align with their organizational security and compliance objectives
• Act proactively, by leading the customer on a journey to full adoption and value, and promoting excellence in addressing Cloud, Code, and Runtime security risk  
• Use your expert knowledge of the Wiz platform and features to accelerate your customers’ success and attainment of value  
• Assist customers in project managing Wiz adoption and operationalization goals across business units and stakeholders
• Help unblock adoption as necessary by working with both internal and external parties to resolve people, process, and technology issues
• Drive and track your customers’ achievement of business goals and realization of value through Wiz 
• Report progress and results to key Wiz and customer stakeholders in executive-friendly communications and QBRs/executive briefings 
• Advocate for your Customers – Understand, document, and represent your customers’ needs to internal Wiz stakeholders
• Capture feature requests/adoption blockers and liaise with Product and Engineering teams to determine priority and alternative solutions

Manage your book of business and support revenue objectives - Support and manage a book of up to 15 customers, depending on size and complexityIdentify opportunities for expansion and assist in securing renewals in partnership with sales and renewals teams. 

• Drive towards utilization/adoption targets for your book of business 
• Identify, document, and action on risks (e.g, satisfaction, churn, renewal, tenant health) in customer engagements 
• Develop and cultivate close relationships with key customer contacts, from C-level to practitioner, to understand sentiment and drive forward key Wiz objectives  

Help build and scale a world-class TAM organization at a hyper-growth company – assist in driving improvements in Wiz’s TAM motion and have an impact across GTM teams Develop documentation, mentor associate TAMs, and develop areas of technical subject-matter expertise 

• Partner cross-functionally with internal teams to improve processes 

What you’ll bring

• Overall 
• 5-8+ years of experience in technical customer-facing roles, ideally supporting a cloud / cloud-security product 
• For example: Technical Account Manager, Professional Services, Solutions Engineering, Technical Support, Customer Success Engineer, and Architect.
• B.S. in Computer Science, Engineering, or similar field, or equivalent experience.
• Ability and willingness to navigate nebulous job responsibilities while actively contributing to the further refinement of the TAM motion 

Technical Knowledge 

• Strong understanding of cloud services and architecture of at least 1 CSP (AWS/GCP/Azure/OCI) – ideally, you have a CSP certification (e.g., Certified Solutions Architect, Certified DevOps Engineer)
• Familiarity with cloud-security best practices, common threat models, and CNAPP use cases. Ideally, you have a security certification or experience helping organizations address cloud-security challenges
• Familiarity with container technologies (Docker, Kubernetes), as well as the associated security considerations 
• Familiarity with DevOps technologies – CI/CD, Infrastructure as Code (IaC), Version Control Systems, etc. 
• Familiarity with Linux and Windows operating systems concepts and runtime sensing 
• Strong problem-solving skills, with the ability to troubleshoot complex technical issues and drive resolution across nebulous structures, both internal and external
• Ability and willingness to continuously learn emerging cloud/security technologies 

Account Management and Customer Success

• Proven track record of successfully managing a book of business with 5-10+ customers 
• Proven track record of building and maintaining relationships with enterprise clients, driving customer outcomes, and exceeding performance targets
• Ability and willingness to continuously enable customers on the Wiz platform and assist them in solving problems, ranging from trivial to highly complex
• Willingness to work across multiple communication channels and platforms to assist your customers - e.g., responding to Slack messages, emails, and support tickets 
• Ability to use data and systems (e.g., CRM, log analysis tools) to monitor customer health and identify trends to inform customer success and retention initiatives.    
• Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of an organization