Technical Account Manager

Department: Customer SuccessLocation: AfricaDescriptionAs a Technical Account Manager at Portnox, you will play a critical role in ensuring successful customer experiences. You will provide professional services to customers while also owning relationships with a portfolio of strategic clients to optimize the adoption of our solutions.The ideal candidate for this role lives in Sub-Saharan Africa.Key ResponsibilitiesDeliver on-site and off-site Portnox professional services, including product deployment, configuration, health checks, optimization, training, and troubleshooting.Own customer relationships and ensure they achieve desired outcomes, realizing the value of their investments in Portnox solutions.Proactively identify and prioritize customer issues, develop actionable plans, and drive them to successful completion.Collaborate with customers to create and implement customer success plans that align with their business and technical objectives.Establish relationships with customers through regular meetings to understand their environments and how Portnox solutions can meet their needs.Create customer deliverables (QBRs, upgrade plans) suitable for diverse stakeholders, from senior executives to end-users.Coordinate activities with the assigned Adoption Engineer to enhance customer engagement and success.Partner closely with sales, product management, engineering, and customer support teams to ensure exceptional customer satisfaction.Stay updated on product capabilities, configurations, and integrations through training and lab work.Identify and recommend new customer service opportunities to sales and customers, fostering expansion and renewal opportunities.Manage account escalations effectively with internal stakeholders, ensuring positive outcomes in stressful situations.Occasional travel required, up to 15% of the time for onsite customer engagements and meetings.Skills, Knowledge, and ExpertiseBachelor’s degree in Computer Science, Engineering, Business, Technology, or a related field.5+ years of technical professional services experience in a customer-facing role, with an emphasis on customer success in enterprise technology.Strong experience in network troubleshooting and configuration (e.g., tcpdump, Wireshark).Knowledge of TCP/IP and enterprise network protocols (LDAP, DNS, SMTP, SNMP, DHCP).Experience in network equipment configuration (Switch, Router, Firewall).Hands-on experience with Portnox solutions and a fundamental understanding of networking and cybersecurity.Linux O/S (Ubuntu and CentOS) installation, security configuration, and management experience.Ability to gather, analyze, and interpret data to take effective action.Excellent verbal and written communication skills, including the ability to present technical information to diverse audiences.Strong negotiation skills and the ability to constructively address customer concerns.A self-motivated individual with a positive attitude who can work independently in various environments, including enterprise, commercial, and military/government agencies.Certifications (FSCA and/or FSCE) and security certifications (CISSP, SSCP, GIAC) are preferred.