Senior Technical Account Manager (remote Canada/US)

Department: Customer Success

Employment Type: Full-Time

Location: Remote

Life is short. Work somewhere awesome.

Flare is a breakout cybersecurity Software-as-a-Service (SaaS) company with a mission to empower organizations to take control of their data and protect their customers, employees and brand by shedding light on external threats. We enable cybersecurity teams to proactively detect high-risk external exposure across the dark and clear web, before threat actors have a chance to leverage it. We unify the core functionalities of cyber threat intelligence and external attack surface management into a single, intuitive platform.

TL;DR: We are a bunch of geeks who help protect our clients data (and people in their network) by locating cyber risks.

The Sr. Technical Account Manager (TAM) serves as a dedicated technical point of contact for customers, providing in-depth knowledge and expertise to optimize their use of the Flare platform. 

In this role, you are responsible for handling the technical aspects of customer relationships, providing onboarding support, ongoing threat intelligence support, educating customers about the Flare platform, ensuring the alignment of technical solutions with customer needs, and collaborating closely with internal teams to resolve complex challenges.

Your purpose and impact:

Your mission, should you choose to accept it, is to directly and indirectly enable customers to obtain full value from their investment in Flare.

• Act as a customer advisor, providing deep technical guidance on leveraging the Flare platform to maximize and optimize the impact of customers’ cyber threat intelligence workflows.
  • Collaborate closely with Customer Success Managers to ensure customer needs are met and aligned with their business goals.
  • Contribute to the enablement of customers on the platform and on continuous threat intelligence practices.
  • Optimize platform configurations through tuning, best practices, and hands-on guidance to ensure maximum value; including integrations using APIs, webhooks and basic scripting.
• Manage escalations of complex technical issues and work directly with Product and Engineering teams to resolve them.
• Use Flare to perform custom reporting on behalf of customers.
• Develop playbooks and best practices for use by peers, customers and CS team members,
• Participate in on-site customer visits and industry events to provide hands-on support and build strong customer relationships.
• Provide input to the Product team on feature requests, technical challenges, and areas for improvement based on customer feedback.

You’ll be a perfect fit if you have:

• 7+ years of experience in cybersecurity consulting, SOC analyst roles or threat intelligence roles.
• Prior experience in threat analyst roles or with threat intelligence solutions (preferred).
• Prior experience working in B2B SaaS environments or implementing SaaS solutions.
• Experience working with API integrations and webhooks.
• Basic Python development skills.
• Excellent problem-solving skills with the ability to navigate complex technical issues and provide effective solutions.
• Exceptional communication and interpersonal skills, capable of simplifying complex technical concepts for customers.
• Ability to work cross-functionally with CSMs, Product, and Engineering teams.
• Strong organizational skills with the ability to manage multiple accounts, prioritize tasks effectively and drive issues to resolution.
• Bilingual abilities in French and English (preferred).
• Client-facing experience.

What this role will achieve …

Within 30 Days

• You will be deeply familiar with Flare’s platform, datasets, and customer use-cases. You will be able to perform a highly competent end to end demo of the platform to both technical and executive audiences.
• You will have learned Flare’s systems, processes and documentation and be able to independently find answers to technical questions.
• You will have a working understanding of TAM responsibilities, processes and work assignments.
• You will have become familiar with Flare’s research and thought leadership and have recommended at least one article to share with a specific customer demographic, including its relevance

Within 60 Days

• You will have completed hands-on training with the Support team, answering progressively more complicated tickets.
• You will be able to quickly assess client deployments and recommend configuration improvements based on desired use case and best practices.
• You will have completed at least one bespoke risk report for a customer.
• You will have mastered several Flare integrations to be able to enable customers to integrate Flare data easily into their security program.
• You will routinely participate in internal meetings with the Customer Success, Support and TAM teams; improving team understanding and alignment.

Within 90 Days

• You will have helped two highly sophisticated customers unlock new use-cases and integrate Flare data into security workflows. 
• You will have developed one playbook on Flare practices and trained the Customer Success team on delivery.
• You will routinely participate in cross functional meetings; representing customers and the broader customer facing teams.
• You will have become an active participant in one of Flare’s continuous improvement initiatives.
• You will be able to answer complex product questions asked by the CS and AE teams.

What it’s like to be part of Flare:

• You will find a people-first company where work-life balance is valued. You’ll receive:
  • Competitive salary
  • Bonus structure 
  • Stock options
  • Health coverage/insurance
  • Flexible, work from anywhere
  • Unlimited vacation
  • Fun company events; “Flamping”, curling, rock climbing and many others
• You will join a high-growth, innovative start up where you’ll see your impact immediately and be empowered to take on challenges for your personal and professional growth
• You will work with an inspiring and award-winning team who are passionate about what they do and the clients we serve, whose work has been referenced in leading academic journals and international media

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Flare we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.