Technical Account Manager

About the position

Bionic is looking for a Technical Account Manager (TAM) that will combine DevOps, DevSecOps, App Performance, App Security industry experience and knowledge, with post sales and customer success engineering related skills and be a primary resource for Bionic customers. The TAM will focus on the technical alignment of our product and technology, with our customers’ desired business outcomes, help deploy and enable on the Bionic platform.  Also, the TAM will work with Bionic customers to expand into additional use cases, ensuring ongoing and ever improving customer return on investment. The ideal candidate is self-motivated with a proven record of accomplishments in relevant customer success engineering activities in a dynamic organization with a rapidly expanding customer base.

About Bionic

Bionic is a high-growth startup that raised over $85 million in funding with the world’s most prestigious VCs, and was named the 2021 Cool DevSecOps Vendor by Gartner.

Bionic is the first Application Security Posture Management (ASPM) platform that proactively reduces security, data privacy, and operational risk through continual analysis of the entire application architecture throughout production. Unlike cloud security posture offerings, Bionic provides deep visibility into the application layer to help organizations manage the risk of their services, APIs, dependencies, and data flows in production.

Responsibilities

TAMs are accountable for customer adoption, measurable outcomes, customer satisfaction, and creating true customer advocacy, in both a technical and business capacity. We create successful customers by successfully deploying,  enabling, training, and nurturing them throughout their journey. The following areas incorporate the remit of a TAM:

• Trusted Technical Advisor - Establish "trusted technical advisor" relationships with the management and technical teams on the customer side while working seamlessly with our account and product team to deliver a best-in-class customer experience. This includes acting as the customers’ advocate, by understanding their objectives and use case, then providing guidance on process changes, product adoption, configuration and additional features to meet their requirements. Additionally, enablement of customers through technical and product expertise, demonstrations, presentations, and technical evaluations is provided as well. The TAM works closely with Bionic Product Management and Engineering to be a subject matter expert on the technical areas of the Bionic platform.

• Customer Adoption - Ensure the customer is working towards or adopting their desired use cases to maturity. Ensure the successful onboarding of all intended users. Identify areas of adoption risk and establish mitigating plays and programs.

• Delivering Positive Business Outcomes - Ensure customers are meeting and exceeding their desired business outcomes so that customers can quantify and support their investment.

• Account Expansion - Lead adoption expansion beyond the customer's desired use cases and further customer return on investment (ROI). Partner with Sales to identify expansion opportunities and ensure we realize the expansion potential of a customer account. 

• Leading Business Reviews - Review and celebrate progress towards, or achievement of, the customer's desired business outcomes. Address challenges with a plan for mitigation, align on upcoming and future customer business objectives.

Requirements

• Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions

• Strong technical, analytic, and problem-solving skills in a customer facing, enterprise environment

• Comfortable with languages and technologies such as Java, .NET, Node.js, Python, Javascript, Perl, Go, PHP, or Chef/Puppet, etc…

• Solid technical background and hands-on experience within IT Operations

• Experience with administering and configuring AWS, GCP, Azure, Docker, Kubernetes, VMWare, Linux and Windows, in at least a development environment

• Experience with development of applications and/or integrations with enterprise platform APIs.

• Prior experience in Customer Success Engineering, or equivalent role-related activities, and history of increasing satisfaction, adoption, and retention through technical and business-related tasks

• Familiarity of working with Small to Large Enterprise-sized customers

• Familiarity with Information Security Principles or Security Certifications are a plus

• A Professional Services role would be a plus, but not required in DevOps, DevSecOps, App Performance, App Security industry

• Exceptional verbal, written, organizational, presentation, and communications skills

• Detailed oriented and analytical

• Strong team player but self-starter

• Project management experience & skills

• Travel is approximately 25%