Technical Account Manager
2 weeks ago
About Us
Versa Networks, Inc., is a leading vendor of next-generation Software-Defined solutions and architectures, called SASE (Secure Access Service Edge). Versa is providing an end-to-end solution that simplifies and secures the WAN/branch officenetwork.
Versa Networks aims to provideunprecedented business advantages through a software-based approach that allows for unmatched agility, cost savings and flexibility. We have created a feature-rich, scalable, yet simple-to-use software platform to implement many different enterprise and service provideruse cases, including:
Entire software-defined branch for enterprisecustomers.
Secure SD-WAN and SASE for enterprises with layered security.
Next-generation managedservices for serviceproviders.
We are looking for a passionate, entrepreneurial, and tech-savvy Technical Account Manager (TAM) to help our enterprise customers by providing after-sales high-level tech support and create a positive experience in their journey with Versa Solutions and technology.
Educational Qualification
Bachelor’s degree in information technology, Computerscience, Electronics, and Computer Application. Having MBA or Management qualification including PMP would be added advantage.
Experience
We are looking for candidates with at least eight years of relevant industry experience as project manager, technical account manager handling medium to large enterprise customer.
Job Responsibilities
The Technical Account Manager (TAM) will play a pivotal role in providing exceptional post-sales support to Versa's key accounts. This position involves managing the support relationship, ensuring Versa remains a valued technology partner, and maximizing customer satisfaction. The TAM will act as the interface between the Field Sales Team, Versa Professional Services (PS), Versa Engineering, and Versa Technical Assistance Center (TAC) Team to ensure the deployment of Versa products and services is seamless and well-supported.
Serve as the subject matter expert for Versa's SD-WAN and SASE solutions and collaborate closely with customers.
Manage, escalate, and drive the resolution of technical support, service, and infrastructure issues related to Versa products and technologies.
Provide support team assistance and be available on-call during non-operational hours for premium customers, addressing P0/P1 customer-impacting issues.
Lead quarterly business reviews and executive sessions with customers to gather feedback and understand their business and technical requirements.
Develop strong relationships with stakeholders, gaining insights into customer business needs and creating strategic roadmaps.
Plan for customer network activities, coordinating with Support and Versa Engineering to ensure customer success during critical moments.
Collaborate with customers and Support to guide issues and escalations toward resolution.
Advocate for customer needs, address adoption blockers, and contribute to new feature development discussions across multiple teams.
Create best practices and resources to accelerate customer onboarding and success.
Proactively update customers about product updates, both software and hardware, and ensure necessary actions are taken to maintain availability and satisfaction.
Provide clear and constructive product feedback to Versa Product Management Teams based on customer requirements.
Essential Skills
Account management experience (post-sales) or equivalent customer-facing roles.
In-depth understanding of TCP/IP protocol stack and its operation.
Knowledge of security, including firewalls, SD-WAN, Cloud Access Security Broker (CASB), DLP, Network Security, and Next-Generation Firewalls (NGWF).
Familiarity with WAN technologies and protocols, including MPLS, MPLS-based VPNs, BGP, and OSPF.
Strong grasp of VPNs and overlay technologies such as IPSec VPNs, DMVPN, GRE, and VXLAN.
Understanding of security logs, vulnerabilities, CVEs, and threat maps.
Working knowledge of Linux/Unix environments and virtualization and related technologies
Proficiency in IPSec VPN, SSL-VPN, NAT, GRE, anti-virus software, intrusion detection, firewalls, and content filtering.
Comprehensive understanding of a wide range of technologies, including cloud computing, SDN, NFV, and information security.
Excellent time management and organizational skills, with the ability to manage multiple concurrent tasks and projects with minimal supervision.
Strong oral and written communication skills, including conflict resolution abilities.
Desired Skills
Experience in post-sales support role
Ability to connect with personals from various levels within a customer organization
In-depth understanding of TCP/IP protocolstack and operation.
Knowledge of security products and services
Experience in configuration and troubleshooting networksand security appliances.
Ability to understand business requirements and translate that into actionable
Work under stringent timelines and critical situations
Excellent customer handling and conflict management
Proficient with MS Office tools
Excellent presentation and communication skills
Competency
Great analytical thinking.
Ability to think full stack when it comesto problem-solving.
Ability to learn new technology quickly.
Excellent hands-on skills in Information Securityproducts and technologies.
Willingness to help customers, peers and other team membersat any time.
Our Benefits
Versa Networksis a rapidly growing organization built by people with vast experience in the networking industry. We are a pragmatic team with a healthy work-life balance. We offer a competitive compensation package and quality-of-life benefits to everyone in an inspiring environment with skilled and passionate co-workers. Our exciting company culture makes us a great place to work.
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