Technical Account Manager

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 office network.

Versa Networks aims to provide unprecedented 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 provider use cases, including:

• Entire software-defined branch for enterprise customers.
• Secure SD-WAN and SASE for enterprises with layered security.
• Next-generation managed services for service providers.

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 Ǫualification

Bachelor's degree in information technology, Computer science, 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 on boarding 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 threatmaps.
• Working knowledge of Linux/Unix environments and virtualization and related technologies
• Proficiency in IPSecVPN, 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.