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Island is seeking a Technical Account Manager to serve as a strategic trusted advisor for enterprise customers in the New York/New Jersey area. This role bridges technology and customer success, focusing on building long-term relationships and maximizing customer value from Island's unified workplace security platform.
Key Responsibilities:
- Serve as the primary technical point of contact for a portfolio of enterprise customers, guiding them through onboarding, deployment, and operational maturity
- Proactively manage support cases, feature requests, and escalations; monitor progress and keep customers informed throughout resolution
- Deliver training and enablement to customer teams on deploying, managing, and operationalizing Island using industry best practices
- Provide configuration guidance tailored to each customer's unique environment, balancing security, performance, and usability requirements
- Keep customers informed of upcoming releases and new capabilities; demonstrate how new features solve their specific business challenges
- Collaborate cross-functionally with Product, Engineering, Support, and Customer Success teams to deliver a cohesive customer experience and provide roadmap feedback
- Translate complex technical features into real-world business value for both technical and non-technical stakeholders
About Island:
Island provides a unified workplace security platform that integrates AI enablement, network access, data protection, identity, and endpoint control. The company is backed by top-tier investors including Coatue Management, Insight Partners, and Sequoia Capital, and serves some of the world's largest enterprises.
Requirements:
- 5+ years of experience in technical account management, solutions engineering, or post-sales technical roles in software or cybersecurity
- Strong technical foundation with experience supporting enterprise IT products, ideally SaaS or security platforms
- Demonstrated ability to handle customer escalations, support tickets, and technical project management
- Excellent communication skills with ability to articulate complex concepts to both technical and non-technical audiences
- Proficiency with tools such as Salesforce, Jira, Confluence, and remote collaboration platforms
- Bachelor's degree in a technical discipline or equivalent professional experience preferred
