Technical Account Mgr
Fortinet
Bogota, Cundinamarca, Colombia
hace 4 días

The Technical Customer Success Manager is responsible for building relationships with our customers, ensuring that they’re getting the most out of Panopta.

You’ll be in touch with your accounts on a daily basis, learning about their business and how they’re using the Panopta platform.

By interfacing with sales, product, marketing and support, you will bring our various internal teams to bear in order to support your customers from putting out support fires if they arise, suggesting custom content tailored to your contacts, and advocating for features that your customers need while being proactive about communicating about roadmap updates, features and promotions.

You’ll bring your unique account management style to the table and ensure our customers are happy so that renewing and expanding the footprint of Panopta in their infrastructure is a no-brainer.

The Panopta platform is a highly technical product with a savvy, intelligent user base of IT professionals. We are resourceful, empathetic, creative problem solvers with a solution oriented mindset.

Experience in SaaS and account management in the IT space, especially to network and infrastructure professionals is a huge plus.

In this role, you will :

Work with a wide range of applications, technologies and skillsets

Our customers range from small businesses, MSPs, to very large multinational corporations. You will need to be familiar or have the ability to familiarize yourself quickly with different technologies.

You will need to think quickly on your feet and be responsive to customer objections and challenges

Build relationships

You will be responsible for the daily work of maintaining and building relationships with the individuals at the companies who we call customers.

Nurture the relationship with the customer through ongoing communication and periodic meetings. You’ll know about everything from any stumbling blocks they’re encountering with Panopta to when their birthdays are in order to constantly move the relationship, and the conversation, forward.

Take ownership

Be the focal point for the customer’s every need and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions.

You’re excited about playing two roles, the customer’s advocate internally and the company’s advocate at your accounts. You’ll be the expert on your assigned accounts, know how they’re using the platform and use that insight to suggest relevant features and identify learning or training opportunities so that the customer is constantly getting more out of their implementation.

You will get hands on in solving technical challenges and sharing that knowledge. You will

Build success on both fronts

Our success as a company is secondary to one thing : our customer’s success. Act as customer advocate internally while effectively collaborating with internal teams including product management, customer support, engineering, sales and finance.

You’ll build success around monitoring in our customer’s businesses and make it natural for them to want to renew and increase their use of Panopta to monitor, learn and react to their infrastructure.

Be data-driven

Our approach to product, sales, marketing and everything frankly is data-first. You’ll take that approach into your role by being focused on results and utilizing Salesforce to track every touch point on your accounts.

You will proactively analyze usage and drive adoption.

Qualifications

  • Must have excellent written and verbal communication skills
  • Ability to simplify complex ideas
  • Experience working in an environment with shifting priorities
  • Experience handling urgent issues while focusing on long term goals
  • Experience with utilizing monitoring solutions
  • Curiosity and the ability to learn new technologies quickly
  • Familiarity with ITIL
  • Technical Qualifications

    Minimum Qualifications - 5+ years experience of the following

  • Windows and / or Linux Servers (Bonus points for both!)
  • Databases (MSSQL and / or MySQL)
  • WebServers (IIS and / or Apache and / or Nginx)
  • Cloud services - AWS / Azure / GCP
  • Network (Switch / router / firewall) configuration and SNMP
  • Virtualization platforms - VMware / Hyper-V
  • Working knowledge of the following :

  • Ability to read / author PowerShell and / or Python scripts
  • Ability to read / create JSON / XML
  • Bonus points for :
  • Docker
  • Kubernetes
  • Directory Services
  • SSO (Okta, ADFS or SAML)
  • Fortinet has been built on diversity. Our company is a diverse workplace resulting from an integrated team with true international representation and contributors with a variety of talents, backgrounds, experiences, and approaches.

    We have an equal and transparent selection process, you will be considered regardless of gender, race, color, religion, sexual orientation, age, citizenship, marital status, or disability.

    In fact, if you have any disability that requires for us to do any accommodation, please contact us at accommadations fortinet.com.

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