Job Description
As a Technical Account Manager (TAM), you will be responsible for managing the technical relationship between Rapid7 and its large enterprise and federal customers. As a trusted advisor, the TAM will manage the technical success of these customers by leveraging their strong technical and product knowledge to guide customers in the successful deployment and use of Rapid7 products within their respective organizations.
About the Team
The TAM team is a dedicated technical resource for customers looking for a white glove technical and support experience. The team's mission is to ensure our customers realize the full business value from their Rapid7 products by helping them achieve their security goals through a more personalized approach.
About the Role
By maintaining a long-term relationship with their customers, a TAM discovers and gains an understanding of their customers' IT organizations' impact on overall business, their security goals, and their pain points - which is used by the TAM to create an account plan ensuring their customers' operational success with Rapid7 products. Successful candidates will have technical and account management experience.
In this role, you will:
- Understand client's business objectives/impact and apply your expertise to timely resolve issues and ensure customer success.
- Act as a technical owner to assigned accounts, working with the customer through planning and execution needs as required.
- Go beyond break-fix support by becoming a true technical partner to the customers and help shape their strategy and security programs.
- Meet regularly with strategic clients, both remotely and on-site, to review support interactions, system status, major issues, upcoming releases, best practices, and drive forward looking security programs.
- Be the advocate and voice for customer requirements and challenges within various teams at Rapid7.
- Direct crisis and incident response, working with the Customer Success team, other support teams and engineering teams to ensure timely resolution, while communicating effectively with customers.
- Maintain strong technical knowledge of Rapid7's product offerings and be able to mentor staff on best practices, preferred configurations, and next steps for customer issues.
- This role may require up to 10% travel.
The skills you'll bring include:
- 5+ years of experience technical customer facing position: Technical Account manager, Professional Services, Sales Engineer, Technical Support Engineer, etc., with exposure to multiple networking and security technologies.
- Knowledge of project management and strong account management skills.
- 3+ years of hands-on experience with Linux, including supporting Linux-based applications
- 3+ years of Networking experience
- Very strong customer service and excellent communication skills, both written and oral
- Adaptable and willing to learn new technologies.
- Standout colleague who thrives in a team environment and can also make decisions independently.
- Proven drive to look at challenges and help define solutions.
Nice to Have
- CISSP, CISSP, CEH, Security+, OSCP or similar certifications are a plus.
- SQL experience
- Scripting language experience is a plus
- Proficiency with Rapid7 or similar products is a plus.
- Penetration Testing is a plus
- 1+ years of Security 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
At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what's possible and drive extraordinary impact. We're building a dynamic and collaborative workplace where new ideas are welcome.
Protecting 11,000+ customers against bad actors and threats means we're continuing to push the envelope - just like we've been doing for the past 20 years. If you're ready to solve some of the toughest challenges in cybersecurity, we're ready to help you take command of your career. Join us.
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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.
