Technical Account Manager

**About Netskope**:
Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security.

Virtual Technical Account Managers (VTAMs) at Netskope are core to shaping the technical experience of our mid-tier customers and are responsible for driving all facets of technical success across the customer journey with the Netskope Cloud Security platform. As a Netskope VTAM, you will partner with the Netskope Customer Success Manager (CSM) and customer core team to understand their business objectives, cybersecurity strategy, cloud maturity, and technical architecture. Through your partnership with the CSM, you will help to carry out the technical work to drive Adoption and Operationalization that align with the customer's business objectives. The VTAM will also assist the CSM in carrying out Quarterly Business Reviews (QBRs) to align on strategy.

**Core responsibilities**
- Serve as the trusted technical advisor for key customer champions, from functional owners to operational teams, particularly regarding Netskope platform best practices.
- Partner with the assigned Customer Success Manager (CSM) to develop and deliver customer success plans, value realization plans, and quarterly business reviews.
- Drive day-to-day implementation of the value realization plan, to lead the customer's journey from on-boarding to operational maturity.
- Provide leadership in the identification and attention to technical escalations that are blocking successful platform adoption; orchestrating cross-functional teams across Netskope and the customer organization to implement corrective actions.
- Establish and maintain an in-depth, hands-on proficiency across all aspects of the Netskope platform to drive all phases of technology adoption.
- Help identify and document valuable best practices and new use cases, and ensure customers are aware of those that most align to their needs.
- Coach customers to be Netskope product experts and enable their teams around features and capabilities, to help them become increasingly self-sufficient in day-to-day operations.
- Advise and assist with policy creation, configuration, and fine-tuning.
- Champion customer needs and opportunities for product enhancement with Netskope Product Management and Engineering; and keep customers informed of roadmap elements that will meet current and future requirements; enroll customers in new product beta programs as appropriate.
- Assess and champion the technical concerns and challenges of customers via regular client workshops and product feedback sessions.
- Escalate customer issues to management when appropriate.
- Develop and deliver formal weekly reports to summarize account status, task progression, open issues, and pending activities.
- Maintain accurate status, history, and customer health tracking within Gainsight.
- Highlight any concerns regarding customer retention and/or growth to the relevant Netskope team members and collaborate on action plans to address; with the ultimate aim of retaining and building our customer relationships.

**Typical VTAM activities**:

- Drive day-to-day implementation via the value realization plan
- Conduct internal sync-up calls with Customer Success Managers (CSMs)
- Host security governance planning and strategy sessions
- Provide best practices guidance in support of customers' use cases
- Assist with policies: creating, testing and ongoing fine-tuning
- Drive data analysis and reporting from Netskope platform
- Coordinate updates on product and feature enhancements
- Maintain and deliver weekly status reports
- Align with Netskope Support as customer advocate during an escalation
- Assist CSM with Quarterly Business Reviews
- Perform Annual tenant health checks for assigned customers

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