Manager of Technical Account Management - Remote

The Manager of Technical Account Management is part of the Sales and Business Services (SBS) department, which resides on the Member Services team and reports to the Director of Member Services. As our Manager of Technical Account Management, you will lead the effort to ensure proper product adoption and utilization of CIS products and services to ensure Member satisfaction and sales renewals. The Technical Account Management team combines technical expertise and relationship management to support the satisfaction and resulting renewals of all CIS and Multi-State Information Sharing and Analysis Center (MS-ISAC) Members. This role will provide leadership and support for this initiative.

What You'll Do:

• Manage the day-to-day activities of Technical Account Managers, including ensuring their activity is appropriately recorded and tracked with Salesforce

• Deeply understand the company’s products and services, especially from a technical standpoint

• Stay informed on product updates, integrations, and industry trends

• Collaborate with the Renewals team to understand customer needs and tailor solutions and trainings

• Deliver technical presentations and product demonstrations to both internal and external customers

• Collaborate regularly with Product, Engineering, Operations, and other technical teams

• Track contact with all accounts and related support tickets through Salesforce and other internal systems

• Gather and report feedback from the field to improve product development

• Understand customer requirements to demonstrate value proposition of CIS SecureSuite Membership and all products and services

• Deliver professional presentations to members via phone and web technologies

• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas and products

• Build use case recommendations and educate members on relevant new features

• Provide feedback and intel from the field to the Customer Experience team and collaborate on future improvements for our members, policies, and processes

• Provide ongoing training (i.e., lunch n’ learns) on products, sales methodologies, and tools

• Identify opportunities to cross-sell and upgrade services

• Provide data for internal department reports and briefs

• Maintain a centralized content repository for the Member Success team to use

• Track usage and effectiveness of enablement programs and content

• Partner with Member Services teams to create and maintain the online knowledge base

• Other tasks and responsibilities as assigned

What You'll Need: 

• Bachelor's Degree in Business or a related field*

• 3+ years of cybersecurity, SLED, or SLTT experience

• 3+ years of technical account management experience

• 2+ years of supervisory experience managing direct reports

• Familiar with and fluent using a customer relationship management system (CRM), preferably Salesforce

• Ability to work independently and with the team collaboratively in a fast-paced environment

• Experience conducting technical remote demonstrations to potential clients via Microsoft Teams or like applications

• Must be authorized to work in the United States

It's a Plus if You Have:

• Demonstrated experience collaborating with and/or training other colleagues at a technical level

*Additional years of relevant experience or a combination of an Associate’s degree or equivalent and relevant experience may be substituted for the Bachelor’s degree.

At CIS, we are committed to providing an inclusive environment in which the diverse backgrounds, experiences, and views of our employees, members, and customers are valued and respected. It is through this commitment that we are able to work together towards our common mission: to make the connected world a safer place.

Compensation Range:

$113,000.00 - $197,700.00