Overview: 

Hypori seeks a highly motivated and customer-focused Technical Account Manager (TAM) to join our team. The TAM will play a crucial role in ensuring the success and satisfaction of our clients by serving as their primary point of contact for technical inquiries, issue resolution, and strategic guidance. The ideal candidate will possess a strong technical background, excellent communication skills, and a passion for delivering outstanding customer service.

Responsibilities:

• Serve as the main point of contact for designated enterprise clients, building and maintaining strong relationships with key stakeholders.
• Understand clients' business objectives and technical requirements, providing strategic guidance and best practices to help them maximize the value of our product.
• Proactively monitor client usage and performance metrics, identifying opportunities for optimization and expansion.
• Collaborate closely with cross-functional teams, including Sales, Product Development, Engineering, and Support, to address client needs and drive resolution of technical issues.
• Lead regular meetings and client check-ins to review performance, address concerns, and gather feedback.
• Manage escalations and coordinate resources to ensure timely resolution of critical issues, keeping clients informed throughout the process.
• Act as an advocate for clients within the organization, championing their needs and influencing product roadmap decisions.
• Contribute to developing internal processes, documentation, and training materials to improve service delivery and customer satisfaction.
• Continuously seek opportunities to add value and exceed client expectations, driving retention and expansion of client accounts.
• Stay informed about industry trends, emerging technologies, and the competitive landscape, sharing insights and recommendations with clients and internal teams.

Qualifications:

• Must be a US (United States) citizen with at least a Secret Clearance or the ability to obtain a DoD Security Clearance with a Single Scope Background Investigation.
• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
• Proven experience (5+ years) in a client-facing role such as Technical Account Management, Customer Success, or consulting, preferably within the SaaS industry.
• Strong understanding of cloud computing concepts, web technologies, and software development lifecycle.
• Excellent problem-solving skills with the ability to analyze complex technical issues and drive resolution.
• Exceptional communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical audiences.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
• Proactive attitude with a strong sense of ownership and accountability for client success. Ability to work independently and effectively under pressure.

Preferred Qualifications

• Secret or higher security clearance.
• Experience working in a SaaS environment and MDM (Mobile Device Management) knowledge.
• Ability to work effectively and independently with cross-functional teams, including engineers and project managers.
• Relevant certifications (e.g., AWS Certified Solutions Architect, Google Cloud Certified Professional) are a plus.

These qualifications are essential for the role and reflect the need for technical expertise, leadership capabilities, and the ability to work in a regulated environment, such as with the Department of Defense.