Senior Technical Account Manager - Southeast

Summary

We’re looking for a Senior Technical Account Manager to be the trusted technical voice for our customers. This isn’t just about support - it’s about partnership. You’ll be the bridge between Oasis and our customers’ technical teams, helping them implement, adopt, and get long-term value from our platform.

You’ll collaborate closely with Engineering, Product, and Sales to guide onboarding, resolve technical challenges, and provide strategic direction tailored to each customer's identity and security needs. You’ll work with some of the world’s most forward-thinking security teams - helping them protect their machine identities and scale securely.

This is a high-impact, customer-facing role where you'll drive product adoption, ensure long-term success, and play a key role in making Oasis the go-to platform for NHI security.

What You’ll Do

• Act as the voice of the customer within the organization, advocating for customer needs and requirements to internal teams.
• Lead the technical onboarding process for new customers: Lead customers through the onboarding process, working closely with internal teams to ensure a smooth and positive experience.
• Establish and maintain strong relationships with key stakeholders at each customer, serving as a strategic advisor and partnering with company leadership to ensure executive engagement.
• Renew and grow business: Monitor customer usage and engagement, identifying opportunities for upselling and renewals while supporting upselling and cross-selling.
• Shape future development: Work closely with Product teams to educate customers on products, drive product adoption, and inform decisions on new products.
• Proactively identifying and resolving any obstacles or blockers that may impede customer success, collaborating with peers to address them promptly.
• Utilizing self-paced training resources to support customer education and promote knowledge growth throughout their journey.
• Manage the customer life cycle experience from onboarding onward. Lead customer engagements including strategy sessions, architecture deep dive, training and formal QBR meetings to provide ongoing customer value.
• Maintain a high level of customer satisfaction by collecting and structuring client feedback, track key health and usage indicators & working closely with internal teams to prioritize requests.
• Identify, develop and implement repeatable processes across your portfolio of customers to maximize product adoption and achievement of customer's business objectives.

What We’re Looking For

• 5+ years of proven experience in customer facing roles (Technical Account Manager, Professional Services, Solution Architect, Solution Engineering, Technical Support, Customer Success Engineer).
• “Ninja mindset” - Strong problem-solving skills, with the ability to troubleshoot complex technical issues and drive resolution.
• Extensive experience providing Cyber/Identity solutions to big enterprise customers.
• Experience interfacing with technical end customers, for example: IT practitioners.