Position: Customer Success - Technical Account Managers
Company: InCountry.com
Experience required: 3y
English level: intermediate

InCountry, backed by Mubadala and Accenture, is the world's first Data Residency-as-a-Service platform. InCountry is helping companies meet the increasing complexity of data residency and data protection laws globally by enabling companies to quickly address data residency issues in a secure and scalable manner. 

Technical Account Managers have trusted advisors and product experts to our customers and ensure their success. Help customers achieve business value and get the most out of their investment with InCountry.  

As a Customer Success Manager - Technical Account Manager you will be directly responsible for managing the post-sales onboarding process for customers and for managing the technical relationship throughout the entire lifecycle of the account.

What You’ll Do

Work alongside InCountry Account Executives and Solution Engineers to manage a portfolio of new and existing large/strategic customers
Develop trusted advisor relationships with key business and IT stakeholders and be the expert on the customer's implementation and their short/long-term objectives
Manage the technical onboarding process for new customers and support them through the entire project implementation, anticipating customer needs and potential issues
Monitor and track key project milestones, particularly for InCountry related activities such as provisioning, UAT, and go-live
Provide realistic estimates to the customer or SI project manager for InCountry tasks
Assist the customer in initially deploying the InCountry Managed Package and demonstrating the configuration process
Conduct technical training sessions for both onboarding and new releases to customers and partners as and when required
Manage the timely and complete resolution of customer issues by coordinating with the relevant teams
Ensure customers transition to new releases successfully
Capture customers’ feature requests and prioritize them with Product Management
Supervise customer usage and trends and overall satisfaction while recommending additional InCountry services to drive success
Maintain strong relationships with the sales, product, and engineering teams as well as other business leaders to help support both customers' needs and company priorities.
Capture best practices including architectures or deployment processes from customers
Collaborate with the Sales team to minimize renewal risks
Develop the Technical Account Manager methodology
Qualifications

Min. 3 years of Technical Account Management experience in a SaaS environment
Min. 3 years of Salesforce implementation experience, including experience with deployment and customization of Salesforce implementations, including familiarity with Apex
Demonstrable ability to communicate, present and influence credibly and effectively at all levels of the organization and translate technical concepts into business terms
Knowledge of technology infrastructure, application and cloud platforms and enterprise security practices
Hands-on, high-energy, passionate and creative problem solver with know how to get things done and ability to lead others to success
Experience building best practices and training curriculum for technical solutions. 
Ability to build a deep understanding of a customer’s needs and guide them to a technical solution
Natural collaborator and eager to please customers
Ability to take ownership, work under pressure and meet deadlines on time.
Ability to challenge, recommend and redirect teams as well as manage client expectations during the engagement.
About us:

Founded in January 2019 by well known entrepreneur Peter Yared and backed by leading VC's including Caffeinated, Felicis, Bloomberg, CRV, Arbor (Singapore), GFC/Rocket (Berlin), Mubadala (Abu Dhabi), InCountry allows you to store your mission critical data in its country of origin, currently available in over 60 countries, with offices in San Francisco, Singapore, Hong Kong, Minsk, and Sydney, InCountry has raised over $22m in financing in only the first 6-months of operations.