Serve as the main customer contact for technical escalations, ensuring satisfaction by managing support cases, collaborating with internal teams, and conducting customer meetings.
NetWitness, a PartnerOne company, is a leading cybersecurity company providing advanced threat detection, investigation, and response solutions for organizations around the globe. Our platform delivers deep visibility and rapid insight to empower security teams in preventing and mitigating cyber threats with confidence.
As a Technical Account Manager (TAM), you’ll be the face of NetWitness for our customers, ensuring their technical and business needs are met with precision, urgency, and professionalism.
Key Responsibilities- Serve as the main point of contact for technical escalations, issue tracking, and customer communications.
- Host regular customer-facing meetings (virtual or in-person) to maintain strong relationships and promote proactive support.
- Monitor and report on the status of support cases, feature requests, and ongoing product-related issues.
- Collaborate across internal teams—Support, Engineering, Sales—to ensure customer satisfaction and resolution of open items.
- Maintain an in-depth awareness of customer environments, product configurations, and service issues.
- Assist customers with best practices, upgrade planning, and navigating product changes (e.g., via release notes).
- Document activities and interactions using Salesforce or other CRM tools.
- Stay organized while managing multiple customer relationships and competing priorities with high accuracy.
- Previous experience in escalation management for high-impact, high-visibility accounts.
- Experience using Salesforce or other customer management tools.
- Proven ability to coordinate with multiple cross-functional teams.
- Experience running customer-facing meetings (e.g., health checks, QBRs).
- Skilled in tracking case statuses, feature requests, and follow-ups.
- Ability to manage multiple accounts and deliver on tasks with precision.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
- Strong organizational and time-management skills.
- Self-starter who can work independently with minimal supervision.
- Technically savvy and quick to learn complex systems or products.
- Excellent communication skills—written, verbal, and virtual (Zoom, MS Teams, etc.).
Top Skills
Microsoft Office Suite
Salesforce
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