Technical Account Manager

Contrast Security is the world’s leader in Runtime Application Security, embedding code analysis and attack prevention directly into software. Contrast’s patented security instrumentation disrupts traditional AppSec approaches with integrated and comprehensive security observability that delivers highly accurate assessment and continuous protection of an entire application portfolio. The Contrast Runtime Security Platform enables powerful Application Security Testing and Application Detection and Response, allowing developers, AppSec teams, and SecOps teams to better protect and defend their applications against the ever-evolving threat landscape. Application Security programs need to modernize and Contrast empowers teams to innovate with confidence.

About the Position

As a Technical Account Manager, you will be responsible for the overall success of a portfolio of our customers. You will lead clients’ value realization journeys, coordinating a cross-functional team that spans Sales, Services, Support, Engineering, Product Management, and others. To become a trusted advisor, you must become a subject-matter expert on Contrast’s products, use cases, and application security best practices. In this role, you will be one of our client's primary points of contact, working hand-in-hand with technical staff and executives to improve our products' performance, reliability, and business value. You will also act as the customer's voice within Contrast to escalate problems and drive prioritization of business needs for our customers. Your success in this role means higher customer satisfaction, retention, and expansion of Contrast business. We guarantee there will always be an exciting moment while working at Contrast.

Responsibilities

• Technical Acumen: Address all technical questions or concerns that arise from customer engagements. Communicate product related updates in a timely manner.
• Operational Excellence: Follow the Scale practices and strategy for each customer based on customer needs and product satisfaction. Ensure smooth handoffs from sales to onboarding and from onboarding to business outcomes, adhere to processes and procedures laid down and maintain data integrity in recording systems.
• Customer Intimacy: Engage 1:1 with targeted customers at key points in the customer journey to ensure the adoption of Contrast's products and potential growth. Cultivate relationships with executives and key stakeholders to ensure a successful long-term business partnership and become an expert on your customers' deployment of Contrast.
• Data Analytics: Regularly review adoption and usage trends and work closely with customer and Contrast teams to address adoption blockers. Assess accounts, make recommendations and escalate to the proper stakeholders when necessary
• Advocacy: Develop and maintain Contrast advocates for references, case studies, etc. and bring intelligent product feedback and recommendations from customers back to the Contrast Product team.
• Prioritization: Juggling multiple accounts and activities simultaneously with attention to detail.
• Collaboration: Contribute to the development of industry-leading processes and best practices for delivering application security to scale customers. Partner with renewal and sales specialists to help ensure renewal and expansion opportunities are identified and closed successfully.
• Company Values: Our values are our guiding principles. At Contrast, we have 5 core values that embody who we are and what we do. We Do The Right Thing, We are Customer Centric, We Respect Others, We Win Together, and We Experiment and Learn. You will be responsible for embodying these values in your work and interactions with both internal and external stakeholders.

Qualifications

• 5+ years of experience working in a data driven role as a Technical Account Manager, Sales Engineer, Data Engineer or similar role at a SaaS company in the security space
• Experience working with Security Operations (SOC) teams
• Solid understanding of modern SDLC and software engineering practices, including Agile, CI/CD, and DevSecOps
• Exceptional verbal and written communication skills, including the ability to lead and facilitate meetings and presentations, as well as create content for documentation deliverables.
• Process and data oriented, with strong problem-solving ability
• A bachelor’s degree is required. Business or technical degree preferred

Experience with these types of customer engagements:- Executive business reviews

• Training
• Creating structured programs to drive adoption
• Creating and executing against success/project plans
• Positive engagement based on insights from data