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Delinea is a cloud-native Identity Security Platform that secures human and machine identities through intelligent, centralized authorization. The company uses AI-powered intelligence to govern identity interactions across cloud infrastructure, traditional systems, data, SaaS applications, and AI environments.
As a Senior Technical Account Manager, you will serve as the primary technical trusted advisor for enterprise customers deploying Delinea's Privilege Access Management solutions. You will be responsible for ensuring customer success from deployment through ongoing optimization, acting as a subject matter expert on the platform and its integration with enterprise infrastructure.
Key responsibilities include:
- Serve as technical subject matter expert and trusted advisor for Delinea's Privilege Access services
- Monitor customer health metrics and communicate results to sales, support, and renewals teams
- Deliver remote onboarding, configuration, and training services to new and existing customers
- Resolve high-priority issues impacting customer service delivery
- Proactively track and communicate product releases, security vulnerabilities, and bugs that may affect customer environments
- Advocate for customer needs within Delinea Engineering and Product Management for future roadmap items
- Conduct regular review sessions to validate customer plans, configurations, and designs
- Coordinate Early Beta Access programs and assist with testing and validation of new releases
- Travel to customer facilities (primarily North America) for Quarterly Business Reviews and solution assessments
- Develop and present executive-facing reports summarizing situational updates and escalation themes
- Maintain customer satisfaction through consistent performance and strong relationship management
Requirements:
- 6+ years of experience in a similar role (Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant, or Sales Engineer)
- Understanding of applications, infrastructure, and processes used in large organizations integrated with Privilege Access Management solutions
- Experience with Delinea or competing PAM solutions (CyberArk, BeyondTrust) is a plus
- Experience leading large, transformational technology projects across enterprise silos
- Ability to address significant technical challenges with minimal supervision
- Proven ability to plan, organize, and prioritize multiple projects weekly
- Comfortable interfacing with complex, multi-divisional, multi-geographical clients at director level and above
- Strong written and verbal communication skills with ability to articulate complex operations to technical audiences
- Ability to construct clear, concise documentation of operational procedures and proposed changes
Technical Competencies Required:
- Microsoft Active Directory administration and design experience
- Microsoft Windows server administration and engineering experience
- Expertise with at least one major IaaS provider (Microsoft Azure or Amazon AWS)
- UNIX and/or Linux administration experience in large organizations
- Working knowledge of UNIX authentication and authorization management, PAM, NSS, and Kerberos
- Strong compliance knowledge (PCI, SOX, GLBA, etc.) as related to infrastructure security and access management
- Scripting language experience (Perl, PowerShell)
Desirable Technical Skills:
- NIS or LDAP administration
- Experience with cloud or as-a-service solutions
- Experience with other PAS solutions (BeyondTrust, CyberArk)
- Network Storage Device Administration
- Microsoft SQL Reporting Services
- Microsoft Clustering Services (MCS)
- RabbitMQ or message brokering experience
