About the Role

The Technical Account Manager (TAM) is a critical role in at Vectra and is responsible for developing and handling Vectra's most valuable asset, our customers. The TAM is responsible for the relationships with the customers, connecting with key business executives and security and IT partners to develop an understanding of their strategic business needs and goals. You are based out of Sweden and will report into the Director, Customer Success EMEA.

Demonstrating this customer knowledge and expertise in Vectra products and cybersecurity, TAMs provide an ongoing adoption and industry best practice strategy to ensure the customers understand and improve value from their investment in Vectra. This role demands interaction with enterprises at executive level, as well as with technical staff within the IT and Security organisation.

At a Glance

The TAM leads the customer relationship, providing ongoing and proactive leadership and support to Vectra’s customers, to drive high levels of customer satisfaction, deep engagement, and mutual success. They conduct quarterly customer Executive Business Review meetings and proactively supervise customer health. They drive deep integration of the Vectra Cognito platform into the processes and technical ecosystem of our customer, to build and increase stickiness; and further identify and grow expansion opportunities, and collaborate with the sales teams to ensure growth attainment.

• Drive high touch customer success focusing on large and highly complex enterprise organizations throughout the entire customer journey: onboarding, value realization, adoption and expansion
• Identify and assess renewal risks within the customer base, and build and complete get-well plans.
• Conduct customer touchpoints, executive business reviews and proactively monitor, assess, and provide updates on important data points including customer happiness, customer health score, adoption rates, and more.
• Manage crisis and incident response with urgency, coordinating with multiple functions to ensure timely resolution, while presenting optimally with customers.
• Identify, build and implement repeatable programs and processes across the portfolio of customers to improve product adoption and usage and achievement of customer’s business objectives.
• Able and willing to travel for on-site customer visits as required by the business (25- 50%) across the assigned region

What Will Impress Us

Successful candidates have a validated technical foundation in network security and enterprise software. A strong background in collaborating with customers on both technical and non-technical levels, discernment and sales experience, and above all a passion for ensuring the best quality customer experience. They bring experience and confidence dealing with enterprise subscription-based vendors in a customer-facing role; ideally combined background of post-sales and pre-sales experience!

• Have an excellent understanding of security product lines (firewalls, sandboxing, SIEM, forensics-type platforms)Knowledge of TCP/IP, DNS, VPN and SSL technology
• Understand the current security technologies and risks
• Bring project management skills
• Pay strong high attention to detail
• Be empathetic for customers and passionate for revenue and growth
• Have established a consistent track record of building and maintaining successful relationships
• Be dedicated to customer service.
• Present and communicate excellently, both verbal and written in Swedish and English
• Bring excellent organisational, analytical, negotiating skills;
• Bachelor’s degree or equivalent experience in e.g. Computer Sciences.

Sounds like this could be a match? We are looking forward to receiving your application!