Senior Technical Account Manager (TAM)

About the role

The Senior Technical Account Manager (TAM) is a critical role that services Semgrep’s most important customers. Our TAMs drive the implementation and on-going adoption of Semgrep for their book of business. This Senior TAM will partner with our customers to ensure the value of using our platform is met by creating personalized growth plans for each account, de-escalating urgent situations that create churn risk, being an expert for their account, representing the voice of the customer for product improvements, and delivering executive business reviews to both practitioners and executive audiences. This customer-facing role also partners with many teams across Semgrep - including Sales, Product Management, Engineering, Marketing, and Support.

Location: London, UK

Prior experience in a fast-paced tech environment is helpful, but we are more interested in your problem solving skills than your pedigree. So if this opportunity excites you but you don’t meet the exact requirements, apply anyway!

What you’ll do

• Host monthly check-in’s with customers to understand their successes and challenges
• Speak with technical stakeholders within our customer base and internally within Semgrep
• Create personalized success plans for customers to ensure they grow the value of using our platform
• Partner with Sales to host executive business reviews with practitioners and the executive buyers
• Collaborate with Tech Support to resolve bug tickets, and with Product to submit and follow up on feature requests
• Advocate on behalf of your customers for product roadmap items to evolve our product suite and features
• De-escalate urgent issues that may introduce churn risk
• Evolve our best practices to deliver exceptional service to our customers
• Contribute to documentation to widen the available information for how to use our products

You are ideal for this role if you have

• 5+ years of experience working in a customer facing role - prior experience as a Technical Account Manager, Account Manager, or Product Manager for a highly technical product is preferred
• A deep understanding of developer workflows and build systems, including CI / CD environments such as GitHub Actions, GitLab, Circle CI, Jenkins, and Buildkite and SCM environments such as Git, SVN, Perforce etc.
• Strategic thinker with deep customer empathy; ability to create and execute plans to grow accounts
• Excellent written and verbal communication skills with the ability to influence with an executive presence
• Familiarity with Web Application Security concepts including OWASP Top 10.
• A background or genuine interest in DevSecOps or AppSec
• Engineering or technical degree from a four year college or university