Technical Account Manager

Job DescriptionJob Description

XOPS is a fast-growing startup building the future of observability and automation for IT operations. Our platform unifies complex system data to deliver visibility, control, and intelligent workflows across the enterprise, empowering IT teams to manage the entire employee technology lifecycle with precision. As industries embrace AI to automate cars, rockets, and even farming, IT operations remain stuck in the past, reliant on spreadsheets and manual processes. We believe it is time for a change.

At XOPS, we are pioneering autonomous IT operations, freeing teams from tedious tasks and elevating them into strategic leadership roles. Our mission is to drive operational excellence, financial stewardship, and security across the enterprise, while transforming the employee experience. We are just getting started, and we are looking for exceptional teammates to help shape the future.

About the Role

As a Technical Account Manager, you will be the trusted partner for our customers, guiding them through solution design, onboarding, and long-term success with our platform. You will work closely with our Sales, Customer Success, and Product team to deliver tailored technical solutions, provide training, and ensure a seamless customer experience from pre-sales through post-implementation. This role is ideal for someone who combines deep technical expertise with a strong focus on relationship management and is excited to drive product adoption and customer satisfaction in a dynamic SaaS environment!

Responsibilities

• Solution Design: Develop and propose custom solutions that integrate our products and services to solve customer challenges, preparing detailed technical proposals and documentation.
• Product Demonstration: Conduct product demonstrations, both virtually and in-person, to showcase the capabilities and benefits of our solutions to potential customers.
• Pre-Sales Support: Collaborate with the sales team to understand customer needs, deliver technical presentations, and demonstrate how our solutions meet those needs.
• Post-Sales Engagement: Work closely with the Customer Onboarding and Support teams to ensure a smooth transition from sales to implementation, assisting with technical setup, configuration, and customization as required.
• Customer Training: Provide training and education to customers on product features, usage, and best practices to maximize their investment.
• Feedback Loop: Serve as a bridge between customers and product development teams, relaying feedback and insights to guide product enhancements and innovations.
• Technical Expertise: Maintain a deep understanding of the product features, industry trends, and competitive landscape to effectively support sales and customer success.

Requirements

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related field.
• 5+ years of experience in technical roles such as Solutions Engineering, Sales Engineering, Customer Success Engineering, or Technical Account Manager with a strong preference for candidates with experience in the SaaS or technology sectors.
• Proficiency in technical problem-solving and troubleshooting, with advanced user or administrative skills in key software and systems relevant to the role.
• Comprehensive understanding of IT operations, including insights into device lifecycle management, and the processes for employee onboarding and offboarding.
• Knowledge of automations and their implementation in improving operational efficiency and customer experience.
• Demonstrated ability to convey complex technical concepts effectively to both technical and non-technical audiences through product demonstrations and presentations.
• Proven track record in customer relationship management, ensuring high levels of satisfaction and successful product adoption.
• Capability to work collaboratively across teams to facilitate successful onboarding and ongoing support for customers.
• Willingness and ability to travel up to 25% for customer engagements and business requirements.

For this role, the estimated base salary range is between $100,000 - $122,000 USD. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

Benefits

• Competitive Compensation: Salary, Equity, and 401K
• Comprehensive Vision, Dental, and Healthcare plans
• Discretionary Time off Policy (If you need time off, take time off!)
• 11 Company-paid Holidays
• Hybrid Work Policy - 3 days in office/2 days remote
• A chance to be part of a rapidly growing startup and make a real impact!