Technical Account Manager

As a Technical Account Manager at VISO TRUST, your primary responsibilities include managing customer relationships, ensuring customer success, driving the adoption of our Cyber Risk TPRM solutions, and serving as a trusted advisor for key stakeholders. You'll also analyze customer data to identify trends, assist with renewals and upsell opportunities, gather product feedback, and collaborate with marketing to showcase customer achievements.

Candidates applying for the Technical Account Manager position at VISO TRUST should have proven experience in customer success or technical account management within a B2B SaaS environment. A strong understanding of Cyber Risk or TPRM, alongside 5 to 8 years of account management experience, is ideal. Exceptional communication skills, an analytical mindset, and experience with project management are also essential for success in this role.

A Technical Account Manager contributes to customer success at VISO TRUST by building and maintaining strong relationships with key stakeholders, delivering best practices, and continuously educating customers about our solutions. By driving the adoption of our Cyber Risk TPRM products and advocating for customers’ needs to our product team, you ensure clients get the most value from their experience with VISO.

As a Technical Account Manager at VISO TRUST, familiarity with tools and platforms such as Hubspot, CRM tools, project management software, and data analytics platforms is beneficial. Experience with Jira or other similar tools is also preferred, as these will assist in managing customer interactions, tracking projects, and analyzing usage patterns effectively.

Preferred skills for a Technical Account Manager at VISO TRUST include an understanding of cyber risk management frameworks and best practices, along with project management experience. Candidates should also exhibit collaborative teamwork abilities, excellent communication, and a proactive approach to problem-solving in a fast-paced SaaS environment.

In answering this question, it’s important to provide specific examples of your previous roles where you actively managed customer relationships. Highlight your strategies for ensuring customer satisfaction, the metrics you used to track success, and any challenging situations you navigated. This showcases your expertise in customer engagement and demonstrates how your background aligns with the Technical Account Manager role at VISO TRUST.

When discussing relationship-building, emphasize the importance of active listening and understanding the client’s needs. Share examples of how you’ve established trust and credibility with stakeholders through regular communication, providing value, and delivering on promises. This shows that you can build meaningful partnerships, which is crucial for success at VISO TRUST.

To answer this question, elaborate on the analytical tools and techniques you’ve used in the past, such as data visualization software or customer feedback analysis methods. Discuss how you translate the collected data into actionable insights that can inform strategic decisions and enhance customer experience, which is a vital part of the Technical Account Manager’s role.

When discussing a difficult customer situation, structure your response using the STAR method (Situation, Task, Action, Result). Describe the challenge you faced, how you addressed it through communication and problem-solving, and the positive outcome that resulted. This not only showcases your interpersonal skills but also your ability to turn challenges into opportunities for increased customer satisfaction.

In your response, outline your method for prioritization, such as using project management tools or creating a ranking system based on urgency and importance. Describe your organizational skills and flexibility in adapting to customer needs as they arise, emphasizing that a Technical Account Manager must juggle various responsibilities efficiently.

Discuss your familiarity with Hubspot or similar CRM platforms, detailing how you have utilized these tools to track customer interactions, manage leads, and streamline communications. Providing specific examples of how CRM tools have enabled you to drive customer success will demonstrate your tech-savvy nature and understanding of their importance in your role.

Explain your approach to monitoring accounts and maintaining open lines of communication with customers. Share strategies you’ve employed, such as regular check-ins or usage reviews, to identify when customers are due for renewal or when they might benefit from additional features or products, thereby showcasing your proactive engagement style.

In answering this question, demonstrate your knowledge of TPRM, emphasizing its importance in mitigating risks associated with third parties. Discuss specific frameworks or best practices you’re familiar with, and how your understanding of TPRM can help inform your role as a Technical Account Manager at VISO TRUST.

Highlight your experience in using tools like surveys, interviews, or regular feedback sessions to collect insights from customers. Explain how you would synthesize this feedback to advocate for changes or improvements in products, making it clear that you value customer input and are committed to their success.

When discussing your interest in the role, connect your skills and experiences with VISO TRUST's mission and offerings. Share what excites you about TPRM, the company's growth trajectory, and your desire to contribute to customer success in this space, showing your alignment with their values and goals.