Technical Account Manager

About Delinea: Delinea is a pioneer in securing human and machine identities through intelligent, centralized authorization, empowering organizations to seamlessly govern their interactions across the modern enterprise. Leveraging AI-powered intelligence, Delinea’s leading cloud-native Identity Security Platform applies context throughout the entire identity lifecycle – across cloud and traditional infrastructure, data, SaaS applications, and AI. It is the only platform that enables you to discover all identities – including workforce, IT administrator, developers, and machines – assign appropriate access levels, detect irregularities, and respond to threats in real-time. With deployment in weeks, not months, 90% fewer resources to manage than the nearest competitor, and a 99.995% uptime, Delinea delivers robust security and operational efficiency without compromise. Learn more about Delinea on Delinea.com, LinkedIn, X, and YouTube.

Join our passionate, global team at Delinea and help us make the world a safer and more secure place. Our success is driven by world-class product leadership, outstanding engineers, and strategic investment from TPG. We value diversity, innovation, and a culture of respect and fairness. If you're ready to push boundaries and challenge the status quo in security, we want to hear from you.

Technical Account Manager

This position is hybrid in Mexico City (Tue, Wed, Thur) at our office in Reforma.

Position Summary

80% of breaches involve privileged credential misuse. Delinea, the leader in Cloud-Ready Privilege Access Management is ready to help minimize the potential attack surface. As such, we are seeking an experienced and self- driven Technical Account Manager to join our outstanding Customer Success team. If you are well versed in and have a passion for Privilege Access Management, Cyber Security, Infrastructure and Identity Security, and experience working with Enterprise customers in a technical trusted advisory role, you might have what it takes to become a Delinea Technical Account Manager. This individual will need to be detail oriented, proactive, and able to perform well under pressure. If you are motivated by challenges, have a passion for excellence, and are customer-centric then this could be the opportunity for you. Accountability, motivation, creativity, and tenacity are the key success attributes for this role.

What You’ll Do

• Serve as a technical subject matter expert for Delinea’s Privilege Access services and product offerings
• Be the customer trusted advisor to ensure engagement and success with the Delinea solution deployment, expedite resolutions to obstacles, and help them derive the most out of their Delinea investment.
• Regularly monitor customer health, and communicate results with regional sales team, support, and renewals team
• Deliver remote services to new and existing customers including software configuration, onboarding, and training
• Engage with customers to quickly resolve high priority issues impacting their service delivery
• Track new bugs, new product releases, and security vulnerabilities and proactively notify customer of any changes that may impact its environments. Will serve as the customer advocate for promoting customer interest within Delinea Engineering and Product Management organizations for future functionality and product roadmap items.
• Regular review sessions to validate plans, configurations, and designs centered around Delinea software and operations.
• Document customer environment details and share with Delinea Support and Engineering teams for faster issue root-cause and resolution.
• Coordinate and oversee Early Beta Access program of new releases, identifying opportunities to impact future product direction and assist with the testing and validation process
• Subject to travel and safety restrictions, travel to customer facilities primarily in North America for Quarterly Business Reviews and Solution assessment.
• Maintain an established level of performance with our customers measured via satisfaction surveys
• Foster and leverage key relationships inside Delinea to influence various functional groups to apply key resources to solve customer issues quickly.
• Develop and present executive-facing reports that summarize real- time situational updates and analysis as well as key themes extracted from escalations worldwide.
  

What You’ll Bring

• 4+ years of experience in a similar role as a Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant or Sales Engineer
• Understanding of applications, infrastructure and processes used in large organizations that are typically integrated with Privilege Access Management solutions
• Previous experience with Delinea or with other Privilege Access Service solutions such as CyberArk, BeyondTrust, etc. is a big plus
• Experience leading large, transformational technology projects that cross typical enterprise silos
• Experience addressing significant technical challenges with minimal supervision or guidance.
• Proven ability to plan, organize, and prioritize multiple projects and responsibilities on a weekly basis.
• Comfortable interfacing directly with complex, multi-divisional, multi- geographical clients, preferably at the director level
• Demonstrated ability to quickly and proficiently understand and absorb new information.
• Prior success delivering objectives in a consistent and professional manner through both expected and unforeseen challenges.
• Must have demonstrated strong written and verbal communication skills in a professional setting with an ability to articulate complex operations to technical audiences.
• Must be able to construct documentation that identifies current and established operational procedures, and proposed modifications and changes in a clear and concise manner is imperative.

Technical Competencies

• Microsoft Active Directory administration and design experience
• Microsoft Windows server administration and engineering experience
• Expertise with at least one major Infrastructure as a Services (IaaS) provider such as Microsoft Azure or Amazon.
• Must have UNIX and/or Linux administration experience in large organizations.
• Experience with NIS, or LDAP administration is a plus.
• Previous experience working with cloud or as-a-service solutions
• Strong compliance knowledge (PCI, SOX, GLBA, etc.) as related to infrastructure security and access management
• Should have a working knowledge of UNIX authentication and authorization management, PAM, NSS & Kerberos
• Experience with other PAS solutions such as BeyondTrust, CyberArk, etc.
• Demonstrated capabilities with scripting languages such as perl and PowerShell
• Network Storage Device Administration experience is a plus
• Microsoft SQL Reporting Services experience is a plus
• Experience with Microsoft Clustering Services (MCS) is a plus
• Experience with RabbitMQ or message brokering is a plus

Why work at Delinea?

• We're passionate problem-solvers helping the world's largest organizations protect what matters most: their human and machine identities.

• We invest in people who are smart, self-motivated, and collaborative.

• What we offer in return is meaningful work, a culture of innovation and great career progression.

At Delinea, our core values are STRONG and guide our behaviors and success:

• Spirited - We bring energy and passion to everything we do

• Trust - We act with integrity and deliver on our commitments

• Respect - We listen, value different perspectives, and work as one team

• Ownership - We take initiative and follow through

• Nimble - We adapt quickly in a fast-changing environment

• Global - We embrace diverse people and ideas to drive better outcomes

We believe weaving these core values into our day-to-day actions, and our process for hiring, evaluating, and promoting employees, helps us cultivate a work environment that embraces collaboration and camaraderie.

We take care of our employees. We offer competitive salaries, a meaningful bonus program, and excellent benefits, including healthcare insurance, as well as pension/retirement matching, comprehensive life insurance, an employee assistance program, time off plans, and paid company holidays.

Delinea is an Equal Opportunity and Affinity Action employer and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Upon conditional offer of employment, candidates are required to complete comprehensive criminal background check, verification of education, and verification of employment, per employment policy. In addition, all publicly posted social media sites may be reviewed.