Technical Account Manager

About the Company: 

VISO TRUST is a venture-backed, high-growth B2B SaaS startup in the Third Party Risk Management (TPRM) space. Our AI-driven platform automates and accelerates traditional vendor risk assessments, providing comprehensive risk management at scale through continuous monitoring, risk remediation, Nth party intelligence, and seamless enterprise workflow integrations. Our platform is trusted by some of the largest financial, technology, and healthcare organizations globally, with a nearly 100% customer retention rate over the past four years. As we continue to expand, we are looking for an experienced sales leader to drive our next phase of growth.

Job Overview:

VISO TRUST’s Technical Account Manager will play an essential role in driving the adoption of VISO solutions at our Enterprise customers. As a Technical Account Manager, you will work closely with extended teams to build long-term business relationships and align with customers’ outcomes within assigned accounts. You'll be a critical problem-solver with previous experience in a client facing role and can work collaboratively internally (with both commercial and technical teams) and externally (from senior stakeholders to GRC and security professionals). You’ll be high energy, organized and have amazing communication skills. You'll have a strong aptitude and experience in working in B2B SaaS technology, with a strong desire to further your craft. You will be responsible for supporting customers throughout their lifecycle. You will also be responsible for supporting the delivery (and adoption) of complex new product functionality to our customers. The Technical Account Manager will provide a variety of functions to ensure that customers get the best value possible out of their relationship with VISO and their utilization of VISO's products.

• Customer Success and Relationship Management: Build and maintain strong relationships with key stakeholders across the customer organization. Serve as a trusted advisor, ensuring customer success with our Cyber Risk TPRM solution. Drive adoption and engagement by delivering best practices and ongoing education.
• Renewals and Expansion: Manage the renewal pipeline, ensuring timely renewals and identifying upsell opportunities.Collaborate with sales and customer success teams to drive expansion within accounts.Proactively address challenges to mitigate churn risks.

• Data Analysis and Reporting: Analyze usage patterns and customer data to identify trends, opportunities, and areas for improvement. Develop and model detailed reports to showcase customer success and solution impact. Share insights with customers to demonstrate value and inform decision-making.
• Product Feedback and Collaboration: Gather customer feedback and feature requests, sharing insights with the product team. Advocate for customers by influencing product roadmaps to align with their needs. Assist in beta testing and rollout of new features and enhancements. Familiar with Jira or other tools VISO utilizes. Capture quotes and build a relationship with the customer to expand or refer to VISO / testimonials.
• Marketing Support: Partner with marketing to create compelling case studies, testimonials, and success stories. Highlight customer achievements and promote their success within industry networks.
• Project Management and Service Delivery: Oversee integrations, onboarding, and service delivery projects, ensuring smooth execution. Act as the primary point of contact for managing tickets and technical support requests. Coordinate with internal teams to resolve issues and meet customer expectations.
• Thought Leadership and Advocacy: Establish inroads into customer organizations to identify opportunities for strategic engagement. Position yourself as an expert in Cyber Risk TPRM, driving trust and credibility.

• Proven experience in customer success, technical account management, or related roles within an enterprise B2B SaaS environment.
• Strong understanding of Cyber Risk, TPRM, or related fields and ability to relay to business users.   
• 5 to 8 years of account management experience
• Exceptional interpersonal and communication skills, with the ability to build trust and rapport with diverse stakeholders.
• Analytical mindset with proficiency in data analysis and reporting tools.
• Project management experience, with the ability to manage multiple initiatives simultaneously.
• Collaborative team player with a proactive approach to problem-solving.
• Experience working with cross-functional teams, including sales, marketing, and product development.

• Familiarity with cyber risk management frameworks, tools, and best practices.
• Proficiency in Hubspot, CRM tools, project management software, and analytics platforms.
• Experience working in a fast-paced, high-growth SaaS company.    
• Maintain CTPRP/A.    
• Garner an understanding and maintain a mastery of the customer’s TPRM environment, goals and program and be a continuous source of advice on best practices and capabilities towards TPRM maturity.    
• Keep sales up to date on progress and potential opportunities.