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Role Description

The Federal Technical Account Manager will play an advisory role to our federal customers, building long-term strategic relationships and ensuring that iboss customers achieve their desired outcomes through interactions with our product and team members. Responsibilities include:

• Supporting customers via live chat, email, web-based ticket systems, telephone, and in-person interactions.
• Assisting customers with designing, integrating, implementing, and training on iboss products and services.
• Being hands-on with technology and responsible for the commercial aspects of the relationship, including renewing and expanding services.
• Acting as a technical customer advocate, partnering with product management, engineering, and R&D resources.

An ideal candidate will have a wide breadth of knowledge and experience with enterprise networks, systems, cybersecurity, and sales engineering or technical account management. Key traits include:

• Understanding challenges faced by administrators in securing users and devices.
• Innate curiosity to understand how systems work and a drive to find creative solutions.
• Comfort in a fast-paced, challenging environment with a focus on customer satisfaction.

Qualifications

• 4-year college degree in a technical field.
• 5+ years of experience in a related function, with direct customer advocacy and engagement experience in post-sales or professional services.
• Previous experience supporting federal customers.
• Previous technical support experience.
• Previous sales engineering or technical support experience.
• Security clearance is a must.
• Outgoing personality and comfortable speaking to customers.
• Strong work ethic and team player mentality.
• Excellent communication skills, both verbal and written.
• Experience designing and supporting multilayer IP networks; routing and switching.
• Experience with network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS.
• Experience managing enterprise deployments of iOS, Android, and Chromebook devices.
• Experience managing Windows Server or Red Hat Linux server environments.
• Experience managing large (>1k seat) Windows and Mac workstation deployments.
• Experience managing DNS; Microsoft or Bind.
• Experience with acquiring and analyzing packet captures.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Strong detail orientation and listening skills.
• Strong decision-making and analytical abilities.
• *The role is remote, but you must reside in DC, MD, or VA area.

Requirements

• Ensure that customer desired outcomes are achieved through proactive cadence-driven outreach.
• Manage and prioritize assigned portfolio of customers to ensure each customer is successful and satisfied.
• Act as the customer’s go-to iboss subject matter expert when they are planning changes or enabling new capabilities.
• Advise customers about new products and feature enhancements.
• Provide feedback to product management, engineering, and R&D teams.
• Work with technical support teams to ensure complex technical support inquiries are solved in a timely manner.
• Document interactions comprehensively for auditing and record-keeping purposes.
• Help customers measure success by baselining current vs future state.
• Work with team leads and management to identify recurring issues or opportunities for product or process improvements.
• Create, provide, and present quotations to customers.
• Acquire purchase orders from customers.
• Create and submit knowledgebase entries to improve customer self-service capabilities.
• Create and maintain internal knowledge systems to assist other internal team members.
• Stay abreast of product changes, working with lab and test systems to quickly understand new capabilities, devices, and features.
• Attend and present at trade shows and on-site training.

Benefits

• Health, Vision, Dental - open to domestic partners.
• 401K plan.
• Unlimited PTO.
• Company paid holidays.