Technical Account Manager

DNSFilter is revolutionizing network security by providing fast, accurate, and reliable threat protection and content filtering. We're a rapidly growing company dedicated to creating a safer internet for businesses and organizations worldwide. Leveraging AI-driven threat intelligence, DNSFilter empowers our customers to proactively block threats before they impact their networks. We foster a collaborative, innovative, and results-oriented culture where every team member contributes to our mission of making the internet safer.

As we continue our product-fueled growth by adding new features and broadening our solution to meet the needs of the global market, it's clear there's a missing piece. That's where you come in!

We are seeking an experienced Technical Account Manager to join DNSFilter to drive customer onboarding, product adoption, and usage, as well as act as the trusted advisor to our customers. This position combines technical expertise with customer-centric practices to ensure optimal Customer satisfaction and utilization of our products and services. 

Eligible candidates have and can work successfully in a remote environment and are familiar with working in a fast-paced, hyper-growth SaaS start-up. This full-time remote role is open to candidates in the United States and/or Canada, preferably in a CT or ET time zone.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion, is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply to our positions!

Requirements: 

• 3+ years of successful experience in a customer-facing role such as technical account manager, technical customer success manager, customer onboarding, customer success, or technical support in B2B SaaS
• Demonstrated ability to work with different types of Customer-business-process-owners to identify requirements, and drive best practices to propose a solution
• Strong critical thinking skills and technical knowledge of relevant software, tools, and platforms
• Excellent communication, presentation, and interpersonal skills
• Data-driven mindset with the ability to analyze customer data and derive actionable insights
• Strong critical thinking skills, a growth mindset, and a desire to continuously improve
• A passion for contributing to a meaningful industry and being able to convey that excitement to create momentum and deliver an exceptional customer experience

Bonus points for: 

• SaaS cybersecurity industry experience
• A desire to be an AI enthusiast and or innovator
• Solid technical expertise in DNS, networking, VPNs, and security applications to navigate customers through complex IT environments and firewall configurations.
• Experience with onboarding and/or implementing new customers

At DNSFilter You Will:

• Lead technical customer onboarding activities for both Direct/Commercial and MSP customers, prioritizing high-value customers, and coordinating with internal teams and external stakeholders
• Monitor and optimize key onboarding metrics, including time-to-value (TTV), onboarding completion rate, and customer retention impact within the first 90 days.
• Understand complex business requirements and translate them into best practices as a means for our customers to accomplish their cybersecurity objectives
• Have practical experience in deploying SaaS security solutions, including configuration, validation, and troubleshooting in customer environments such as firewalls, proxies, and endpoint security solutions.
• Acquire detailed product knowledge of all DNSFilter solutions that will enable the individual to execute assigned tasks for successful customer implementations.
• Use your solid technical expertise in DNS, networking, VPNs, and security applications to navigate customers through complex IT environments and firewall configurations.
• Configure systems to meet business requirements, including user acceptance testing to validate that functionality meets established deliverables
• Monitor onboarding activities, including customer-facing sessions to ensure that all deployments are completed on time
• Prioritize time thoughtfully and set proper customer expectations
• Manage customers within the identified digital segmentation by handling customer inquiries that do not require support escalation, ensuring timely responses, and facilitating effective solutions to enhance the customer experience
• Design and conduct technical training sessions for customer IT teams, equipping them with the knowledge to independently manage and optimize their DNSFilter deployment.
• Collaborate with all customer-facing teams, as well as product development teams, to prioritize feature requests based on customer feedback 
• Ensure ongoing communication with customers as necessary to achieve commitments made
• Participate in cross-functional knowledge transfer sessions, product training, and other strategic initiatives as needed
• Contribute to the development of best practices, standards, and methodologies to decrease the time to value for our customers
• Identify opportunities for knowledge management, documentation, and service automation, and collaborate in development

We Offer:

• A 100% work-from-home position with a company that values and fosters personal and professional growth
• Pathway to promotion to additional organizational positions and responsibilities based upon results and performance - not just time in the chair.  You help us grow, we will help you grow.
• Passionate and intelligent colleagues who work hard and have a good time doing it
• Flexible Fridays
• Paid company-wide week off at the end of each year
• Flexible Vacation policy
• Awesome company swag
• Home office buildout allowance
• Full medical, dental, and vision benefits for US, UK, and Canada-based employees
• Full short-term disability and life benefits; available long-term disability
• Retirement savings account options with vested company matching for qualifying employees
• In-person annual gatherings. Last time we all spent a week on a beach in Cancun!

DNSFilter is a pay-for-performance organization, which means there is the opportunity to advance your compensation with performance over time. The hiring base pay is dependent upon many factors such as level, function, training, transferable skills, work experience, business needs, and/or geographic location. As a hybrid company, our compensation reflects the cost of labor across several U.S. and global geographic markets. We pay differently based on those defined markets. Our Talent Team can share more about the specific salary range for the job location during the hiring process.

DNSFilter participates in the E-Verify program.

At DNSFilter, we utilize sophisticated software and tools to identify and eliminate Deepfake candidates. This approach helps us maintain the integrity of our hiring process, ensuring that we select the most qualified and genuine individuals to join our team.