Responsibilities
- Act as the main technical contact and strategic partner for enterprise clients, connecting their technology use with broader business outcomes
- Collaborate with sales and account teams as a technical subject matter expert to uncover expansion and renewal opportunities
- Guide customers in implementing Agentic solutions integrated with IAM platforms
- Empower technical decision-makers with knowledge and change management practices to adopt current and future product features effectively
- Bridge customer needs and product development by sharing roadmap insights and aligning upcoming features with real-world use cases
- Analyze system data, support tickets, and operational metrics using predictive methods to build proactive customer success initiatives
- Assess and improve third-party and custom API integrations before issues arise
- Keep detailed, data-driven technical profiles that track system architecture, integration points, and support readiness
- Lead technical response during major incidents, coordinating internal teams, driving resolution, and managing follow-up improvements
- Deliver intensive risk mitigation support during critical periods such as onboarding, system cutover, migrations, and renewals
- Contribute to internal strategic initiatives that improve tools, processes, and scalability for the global technical account management team
- Remain available for occasional after-hours support, including go-live events, emergency initiatives, and rotating on-call duties
- Travel up to 20% of the time to strengthen customer relationships
Work Arrangement
Remote
Other
- Remote job designation: employee primarily works from a remote location without frequent office requirements
- Positions are classified as In Office, Hybrid, or Remote based on role requirements
- The company reserves the right to modify job designation in response to business needs and legal compliance
- Travel up to 20% may be required to support client engagement
- Occasional off-hours availability is expected for critical events, go-lives, and on-call rotations
