AO, BJ + 50 moreAs a Technical Account Manager at Portnox, you will play a critical role in ensuring successful customer experiences. You will provide professional services to customers while also owning relationships with a portfolio of strategic clients to optimize the adoption of our solutions.
The ideal candidate for this role lives in Sub-Saharan Africa.
Key Responsibilities
- Deliver on-site and off-site Portnox professional services, including product deployment, configuration, health checks, optimization, training, and troubleshooting.
- Own customer relationships and ensure they achieve desired outcomes, realizing the value of their investments in Portnox solutions.
- Proactively identify and prioritize customer issues, develop actionable plans, and drive them to successful completion.
- Collaborate with customers to create and implement customer success plans that align with their business and technical objectives.
- Establish relationships with customers through regular meetings to understand their environments and how Portnox solutions can meet their needs.
- Create customer deliverables (QBRs, upgrade plans) suitable for diverse stakeholders, from senior executives to end-users.
- Coordinate activities with the assigned Adoption Engineer to enhance customer engagement and success.
- Partner closely with sales, product management, engineering, and customer support teams to ensure exceptional customer satisfaction.
- Stay updated on product capabilities, configurations, and integrations through training and lab work.
- Identify and recommend new customer service opportunities to sales and customers, fostering expansion and renewal opportunities.
- Manage account escalations effectively with internal stakeholders, ensuring positive outcomes in stressful situations.
- Occasional travel required, up to 15% of the time for onsite customer engagements and meetings.
Skills, Knowledge, and Expertise
- Bachelor’s degree in Computer Science, Engineering, Business, Technology, or a related field.
- 5+ years of technical professional services experience in a customer-facing role, with an emphasis on customer success in enterprise technology.
- Strong experience in network troubleshooting and configuration (e.g., tcpdump, Wireshark).
- Knowledge of TCP/IP and enterprise network protocols (LDAP, DNS, SMTP, SNMP, DHCP).
- Experience in network equipment configuration (Switch, Router, Firewall).
- Hands-on experience with Portnox solutions and a fundamental understanding of networking and cybersecurity.
- Linux O/S (Ubuntu and CentOS) installation, security configuration, and management experience.
- Ability to gather, analyze, and interpret data to take effective action.
- Excellent verbal and written communication skills, including the ability to present technical information to diverse audiences.
- Strong negotiation skills and the ability to constructively address customer concerns.
- A self-motivated individual with a positive attitude who can work independently in various environments, including enterprise, commercial, and military/government agencies.
- Certifications (FSCA and/or FSCE) and security certifications (CISSP, SSCP, GIAC) are preferred.
Benin
Botswana
British Indian Ocean Territory
Burkina Faso
Burundi
Cabo Verde
Cameroon
Central African Republic
Chad
Comoros
Congo
Congo, The Democratic Republic of the
Côte d'Ivoire
Djibouti
Equatorial Guinea
Eritrea
Eswatini
Ethiopia
French Southern Territories
Gabon
Gambia
Ghana
Guinea
Guinea-Bissau
Kenya
Lesotho
Liberia
Madagascar
Malawi
Mali
Mauritania
Mauritius
Mayotte
Mozambique
Namibia
Niger
Nigeria
Rwanda
Réunion
Saint Helena, Ascension and Tristan da Cunha
Sao Tome and Principe
Senegal
Seychelles
Sierra Leone
Somalia
South Africa
Tanzania
Togo
Uganda
Zambia
Zimbabwe
United States
DZ, AO + 41 more
Czechia only
AU, CA + 8 more
Ireland only