Technical Account Manager (Remote) at UpGuard

Technical Account Management, Full-time, Melbourne melbourne remote full-time
Posted 12 days ago

Who are we? 

UpGuard’s mission is to protect the world’s data. We obsessively seek out elegant, robust ways to enable our customers to find, acknowledge, and remediate cyber risk. With UpGuard, organisations leverage our security expertise and software to automate what were once laborious, spreadsheet-driven processes–whether it's monitoring the attack surface of hundreds of vendors or assessing the security of their own infrastructure. UpGuard is used by some of the world’s largest, fastest growing and most innovative companies.  

Why are we hiring this role? 

UpGuard has just come off the back of a record breaking year, sales have grown by 128% and new customer velocity increased by over 179%. With that, we need to add an additional Technical Account Manager to help our existing and new customers be successful.  

As a Technical Account Manager, you'll analyze the causes of your customer’s greatest pain points and work closely to mitigate them using UpGuard technology. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time, and you’ll work with customers around the world, from early contact to successful deployment, gaining constant, and unique, insight into the world's most important industries and institutions.

What will you accomplish?

  • Project management and driving success with customers around the world
  • Being the customer’s advocate internally
  • Providing training to customers
  • Taking bug reports and feature requests, and assisting the engineering team with reproducing problems
  • Assisting customers in troubleshooting common help requests
  • Writing and maintaining support site documentation, updating it as necessary when new features are added
  • Building productive relationships with customers
  • What do we need from you?

  • 2+ years' experience in a customer success, project management or account management role
  • Experience with supporting and building customer relationships
  • High-level of proficiency in the English language, both written and spoken.
  • The ability to work cross functionally with many internal groups
  • High energy and a willingness to learn
  • What would give you an edge?

  • Experience with tools such as Intercom, HubSpot & Zendesk
  • Experience in a sales focussed customer success function
  • Understanding of Cyber Security best practices
  • Basic/working knowledge of APIs
  • What's in it for you?

  • Rapidly growing user base: Work directly with some of the world’s largest, fastest growing, and most innovative companies
  • Interesting problems, at scale: Deeply explore the ever-evolving world of cybersecurity, with a platform processing billions of data points daily
  • Learn from industry-leading experts: Our security research has been featured in The New York Times, The New Yorker, The Washington Post, TechCrunch, Bloomberg, Gizmodo, Engadget, Forbes, ZDNet, and The Guardian
  • Impact: See the impact of your work on a daily basis, with data and impact available on dashboards you have access to
  • Generous compensation: Competitive base salary and equity 
  • Great perks: Free lunch, flexible work arrangements, and gym reimbursement
  • Before starting work with us, you will need to undertake a national police history check and reference checks. Also please note that at this time, we cannot support candidates requiring visa sponsorship or re-location. Apologies.