Senior Technical Account Manager (MDR)
REMOTE (McLean, VA, Indianapolis, IN, and Atlanta, GA candidates preferred)About the Role:Are you a people person with a flair for technology? Do you know what active listening is and actually do it? Are you known by your clients in the MDR space to be a trusted resource, one who can translate their issues into actionable, technical solutions that produce successful results? Do you want to set the standard for a role and continuously deliver for exceptional customer experience? Then the Sr Technical Account Manager, MDR may be the role for you! In this role, you will be responsible to build relationships quickly with their assigned customers in order to identify opportunities and transform them into action.
The Senior TAM will also serve as the main escalation point of contact for their assigned customers and will be working closely with engineering teams, sales, and various internal and external organizations in that support.Responsibilities:
- Create and maintain trusted and strategic advisor relationships with key MDR Security customer stakeholders
- Capture and anticipate customer needs, changes, and scope of objectives identified during the initial delivery and ongoing support of MDR operations
- Develop success criteria and plans to support monthly and quarterly presentations of measurable trends and outcomes to clients
- Analyze unique issues and provide effective customer solutions
- Act as an escalation agent with internal stakeholders to resolve issues and service questions
- Effectively communicate, utilizing the appropriate form and function, to a variety of stakeholders
- Ability and willingness to travel to customer locations if needed
Technologies:
- Experience with Salesforce and/or Gainsight is preferred
- MS Office Suite: Expert ability to create reports, presentations, and project plans
- Experience with Google Workplace is preferred
Knowledge and Skills:
- Significant experience managing complex security and MDR programs / services with SIEM and IDS/IPS systems
- Must have a good understanding and knowledge of security analysis
- Experience with MDR and EDR solutions (Crowdstrike, SentinelOne, MS Sentinel and Defender) preferred
- Demonstrated success in MDR technical client relationship management, security consulting, support, or similar role
- Program Management Professional (PgMP) or Project Management Professional (PMP) certification is a plus
- Information Systems Security Professional (CISSP) certification or equivalent is a plus
- Must have an excellent ability to lead conversations at a senior and executive management level
- Must have positive attitude and passion for helping customers and building trust
- Must have organization and methodical skills with excellent follow-up to meet customer expectations and deadlines
If you have other combinations of relevant skills and experience that you expect make you the right candidate for this role, please let us know! Who we are:At Pondurance we embrace, educate, and protect people by helping make our world a better and safer place. We believe in inviting good people into our company who are driven to become great!Every person at Pondurance is encouraged to focus and grow in their individual areas of interest, passion, and career path. We have accessible leaders as Mentors who believe “None of us are as smart as all of us” (R.
Pelletier).We believe everyone has the freedom to be themselves, especially at work and so we embrace, support, and celebrate each other. Each one of us influences our company’s direction through speaking up, you have a voice and we want you to use it.Do you want to be a part of something different? Do you want to influence real change? Do you want to be part of the solution? Then join us in redefining the security and cyber risk landscape.What We Offer:The opportunity to apply your expertise, take on new challenges, and help customers address their biggest security objectives.An inclusive culture of teamwork that embraces the diversity of our people and communities in which we work.Some of the corporate benefits (there are more) for full-time employees include:
- Medical, dental, vision, disability, FSA, HSA, life and AD&D insurance, 401(k) Plan.
- Time off: PTO, sick, holiday, & parental leave details are available
- Money: We provide competitive compensation packages based on the market and your overall credentials.
You will likely be based out of one of our current locations: McLean, Virginia or Indianapolis, Indiana.To promote a healthy and safe work community we require background and drug screenings as part of our hiring process. Details of our process will be provided upon request.We are an equal opportunity employer focused on celebrating diversity and inclusion. We believe that each individual should be treated equally without regard to race, color, identity, national origin, protected veteran status, religion, sex including sexual orientation and gender identity, disability, or any other characteristic protected by law.
