Digital Technical Account Manager

At Securonix, we’re on a mission to secure the world by staying ahead of cyber threats, reinforcing all layers of our platform with AI capabilities. Our Securonix Unified Defense SIEM provides organizations with the first and only AI-Reinforced solution built with a cybersecurity mesh architecture on a highly scalable data cloud. Enhanced by Securonix EON’s AI capabilities, our innovative cloud-native solution delivers a seamless CyberOps experience, empowering organizations to scale their security operations and keep up with evolving threats. 

Recognized as a five-time leader in the Gartner Magic Quadrant for SIEM and highly rated on Gartner Peer Insights, our award-winning Unified Defense SIEM provides organizations with 365 days of ‘hot’ data for rapid search and investigation, threat content-as-a-service, proactive defense through continuous peer and partner collaboration, and a fully integrated Threat Detection, Investigation, and Response (TDIR) experience—all within a single platform. Built on a cloud-native architecture, the platform leverages the Snowflake Data Cloud for unparalleled scalability and performance.

Securonix is proud to be a cybersecurity unicorn and featured in CRN's 2024 Security 100 list. Backed by Vista Equity Partners, one of the largest private equity firms with over $100 billion in assets under management, we have a unique advantage in driving innovation and growth. With a global footprint, we serve more than 1,000 customers worldwide, including 10% of the Fortune 100. Our network of 150+ partners and Managed Security Service Providers (MSSPs) enables us to deliver unmatched security solutions on a global scale.

At Securonix, we are driven by our core values and place our people at the heart of everything we do:

• Winning as One Team: We work together with universal respect to achieve aligned outcomes
• Customer Driven Innovation: We innovate to stay ahead of the market and create value for our customers
• Agility in Action: We embrace change and are unified in our purpose and objectives amidst change

Join us as we redefine cybersecurity, innovate fearlessly, and grow together as one team.

Job Title: Digital Technical Account Manager

Job Level: Individual Contributor 

Total Experience: 8+ years

Relevant Experience: 5+ years

Primary Skill Sets: SaaS Customer Success/Account Management/Customer Operations/Digital Marketing, SIEM/SOAR/UEBA, CRM Platforms

Secondary Skill Sets: CISSP/CISM/CCSP/CEH Certifications

Job Description:

Summary - 

The Digital Technical Account Manager at Securonix is tasked with overseeing and nurturing our customer base and ensuring  they continue to see product value and increase adoption levels. This involves cultivating relationships and providing support to existing members through digital "tech touch" methods. In this role, you'll actively engage and educate customers using scalable communication methods such as CS tools like Totango, webinars, office hours, virtual sessions, and customer marketing. Personalized 1:1 interactions are also conducted as needed to minimize churn and pinpoint upsell opportunities.

To excel as a Digital TAM, strong communication skills, high emotional intelligence, and a proactive work ethic are essential. A solid understanding of B2B SaaS is crucial. Digital TAMs are self-driven individuals who actively seek growth opportunities, possess boundless curiosity, and excel at combining strategic thinking with hands-on execution. The primary focus is on delivering automated, programmed communication to customers, ensuring they achieve their desired outcomes. This proactive approach involves reaching out to customers before they even seek assistance, aligning seamlessly with the tech-touch customer success model.

Responsibilities of the Role:

• Take charge of the success of a substantial portfolio of over 20 accounts, developing a strategy that engages many to retain and boost revenue.
• Lead the digital strategy from start to finish, blending personalization with scalability to ensure low-touch customers feel fully supported and empowered with AgentSync.
• Chart the digital customer journey, identifying key milestones and desired outcomes. Create a deployment plan for targeted, repeatable, and scalable automation (e.g., playbooks, SOPs, email campaigns).
• Collaborate with the Customer Enablement team to craft impactful webinars, in-app guides, and digital-first training strategies, driving robust platform adoption among your customers.
• Utilize data to influence customer behavior changes, consistently measure program effectiveness, and optimize for increased engagement, conversion, and positive outcomes.
• Develop a change management plan to smoothly transition existing medium-touch customers into a low-touch engagement model.
• Ensure utilizing CS tools to automate a lot of The processes and communication to the customers 
• Conduct Webinars and go over the product features in depth and be the SME for initial questions and concerns 

Skills/Experience Required:

1. Industry Expertise:

• Bring in 6+ years of experience in SaaS Customer Success, Account Management, Customer Operations, or Digital Marketing.
• Demonstrate 6+ years of cybersecurity experience with a strong understanding of SIEM/SOAR/IM/EDR and MDR platforms.
• Certifications like CISSP / CISM / CCSP / CEH preferred

2. Digital Program Proficiency:

• Showcase expertise in working with scaled and targeted digital programs focused on post-sales engagements (e.g., Digital Customer Success, Tech Touch, Scaled CS, Digital Marketing).
• Prove your ability to engage effectively with customer C-Suite leaders.
• Demonstrate experience with CRM platforms or other Customer Success solutions like Salesforce, Totango, or Gainsight. Show your aptitude for project managing a high volume of requests and tasks.
• Showcase the ability to easily digest and synthesize large amounts of data into actionable insights.

3. Problem-Solving Prowess:

• Exhibit natural and independent problem-solving skills, comfortable navigating complexity and ambiguity. Dive into operational details while engaging meaningfully in overall strategic discussions.
• Demonstrate motivation to work collaboratively in a fast-paced, ever-changing environment, contributing to the success of our growing business

Benefits:

As a full-time employee with Securonix, you will be eligible for the following employee benefits:

• Health Insurance with a total sum insured is INR 7,50,000
• Coverage: Self, Spouse, 2 kids, Dependent parents, or parents-in-law
• Personal Accident with total sum insured is INR 10,00,000
• Term Life Insurance with a sum assured for employees is 5 times fixed base pay is covered.

Securonix, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Securonix complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

Securonix expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability or veteran status. Improper interference with the ability of Securonix employees to perform their expected job duties is absolutely not tolerated.