Technical Account Manager Verdasys
Verdasys provides Enterprise Information Protection (EIP) solutions that secure proprietary and sensitive data and the integrity of business processes essential for Global 2000 companies to successfully compete in today?s highly collaborative and mobile environments. Digital Guardian, recognized as a Leader in Gartner?s 2011 Magic Quadrant for Content-Aware Data Loss Prevention, is a proven technology platform that provides complete policy-based data lifecycle monitoring, classification, forensics, and control on endpoints and servers; virtual machines & enterprise applications; mobile devices; and cloud environments. Digital Guardian is offered as an in-house or managed service solution to protect IP and regulated data from compromise by privileged insiders, strategic partners, and targeted cyber attacks. Since 2003, millions of Digital Guardian agents have been deployed to protect critical data for global leaders in financial services, insurance, technology, manufacturing, and healthcare industries. Companies serious about information protection choose Verdasys.
This position will be based at our headquarters in Waltham, MA.
The Technical Account Manager (TAM) will represent customer?s needs as in internal advocate across Verdasys organization with the skills and knowledge to quickly address specific support requirements as well as be a proactive support resource for our enterprise customers. The TAM must have a deep understanding of their customer?s development and production environment, as well as their business challenges and objectives to provide escalation management and technical solutions to their designated accounts.
The TAM will manage 4-8 strategic accounts by providing proactive management and guidance for all technical issues encountered with their enterprise software deployment, resulting in faster time to resolution. The TAM will engage to personalize their customer?s experience to assist success with their software implementation while building a strong mutual relationship with the customer.
The TAM must apply a customer-centric approach towards assisting with the delivery of highly complex data security solutions, requiring close collaboration with customers, business teams, delivery engineers, product management, engineering and QA. The TAM will effectively become a virtual part of their customers? teams by developing strategic and tactical relationships with contacts at the target accounts. This level of interaction will help reinforce the value Verdasys provides to the customer with regard to information security solutions centered on Enterprise Information Protection (EIP).
TAMs are required to fully document all cases, on-site visits, customer problem interactions, and customer environment details. The TAM role is priority based 24x7, this allows customers to have availability to resources that already understand their environment when critical issues arise (out of normal business hours issues should be limited through the relationship built within a TAM?s accounts).
Provide proactive customer support and assist with complex and critical issues for our enterprise customers?of note, this role is a hands-on technology role.
Maintain virtual customer environments and continually review and test those environments for compatibility issues
Work with QA team for product readiness to ensure customer use cases are considered in customer-like in-house testing
Communicate proactively with accounts regarding product and program information, supportability
Coordinate problem management activities and escalations in the best interest of customer deliverables and in line with strategic milestones
Track the progress of customer centric projects like beta programs and other strategic initiatives, and documents are customer interactions, while providing proactive customer communication such as status and trip reports
Act as a liaison between the customer and other Verdasys teams; including Technical Support, Sales, Engineering, Professional Services and the product teams as required over the lifecycle of the customer?s Digital Guardian implementation
Provide architectural reviews and product roadmap sessions with CTO at the customer?s site
Provide 24x7 priority based customer support
Requirements for Role:
BS degree in Business or Computer Science
Deep technical understanding of security, architecture, implementations, technical support, development and software. Core functional components include risk management through forensics, classification, encryption, and discovery
Minimum three years with Microsoft Windows Server technology (2000/2003/2008) including SQL Server, SMS, MOM, IIS, etc., as well as deep knowledge of Windows OS (XP/2000/2003/2008/Vista/7)
Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure
Broad technical knowledge of heterogeneous environments used by Enterprise Accounts
Active Directory expertise in a large enterprise environment
Project Management skills, including written and verbal communication skills as well as the ability to present technical issues to a nontechnical audience
Advanced knowledge of network design and IP management techniques
Basic understanding of encryption techniques and key management
Experience with common scripting languages, SQL, and network protocols
Knowledge of relational database such as SQL Server (preferred) or Oracle with basic DBA skills
Knowledge of Linux/Unix is a significant advantage
Excellent communication and presentation skills
Additional Desired Requirements:
5 years of working experience with Microsoft Windows server and workstation technology (2000/2003/2008/Vista/XP/Win7) including SQL Server, SMS, SCCM, MOM, IIS, etc. with specific emphasis on security
Prior consulting experience in enterprise environments (5+ years)
Knowledge of various security standards and methodologies like ISO27001, FIPS200, COBIT and ITIL
Knowledge of storage devices & technologies like RAID, SAN and archive & restore
Knowledge of configuration management, using images, Symantec Ghost, VM Ware and software deployment tools like SMS, Altiris, and LANDesk.
||404 Wyman Street |
Waltham, MA 02451