Island

Technical Account Manager

• Serve as the technical point of contact for a portfolio of Island customers, guiding them from onboarding to operational maturity
• Proactively manage and assist with support cases, feature requests, and escalations
• Open, monitor, and drive resolution of customer issues while keeping customers informed
• Train customer teams to deploy, manage, and operationalize Island using best practices
• Provide configuration guidance tailored to customers’ environments and security, performance, and usability goals
• Inform customers about upcoming releases and new capabilities and demonstrate their benefits
• Partner with Product, Engineering, Support, and Customer Success to deliver a unified customer experience
• Provide customer feedback that influences the product roadmap

• Serve as the technical point of contact for a portfolio of Island customers, guiding them from onboarding to operational maturity
• Proactively manage and assist with support cases, feature requests, and escalations
• Open, monitor, and drive resolution of customer issues while keeping customers informed
• Train customer teams on deploying, managing, and operationalizing Island using best practices
• Provide configuration guidance tailored to customers’ environments and security, performance, and usability goals
• Inform customers about upcoming releases and new capabilities and explain their benefits
• Partner with Product, Engineering, Support, and Customer Success to deliver a unified customer experience
• Provide customer feedback that influences the product roadmap

• Serve as the technical point of contact for a portfolio of federal agency customers, guiding them from onboarding to operational maturity
• Proactively manage and assist with support cases, feature requests, and escalations; open, monitor, and drive resolution within agency change-control and ticketing processes
• Train agency and integrator teams to deploy, manage, and operationalize Island using federal best practices
• Build train-the-trainer programs so government staff can run the platform without Island involvement
• Provide configuration guidance for PIV and CAC authentication, federal ICAM, government-furnished equipment and BYOD, bandwidth-constrained networks, and FedRAMP or Impact Level 5 tenancy
• Supply configuration evidence, control narratives, and artifacts for Information System Security Officers and Authorizing Officials during authorization and continuous monitoring
• Keep customers informed of releases and capabilities and connect them to agency priorities, Zero Trust, executive orders, and federal milestones
• Partner with Product, Engineering, Support, Customer Success, federal channel partners, and systems integrators
• Feed customer learnings back into the product roadmap

Technical Account Manager – U.S. Federal

Revenue Operations

• Serve as the operational backbone for the International EMEA/APAC Go-To-Market organization across Marketing, Sales, Customer Success Operations, Deal Strategy, and Reporting & Analytics
• Report directly to the Head of International Revenue Strategy & Operations as their first hire
• Act as the operational partner to International GTM leadership
• Own pipeline generation-to-close reporting across the full funnel and ensure clean handoffs and consistent definitions
• Drive adoption of GTM processes, tools, and methodologies tailored to international market dynamics
• Support renewal and expansion motions with Customer Success leadership
• Act as the International Sales partner for deal structuring, non-standard terms, pricing, and approval workflows
• Own the International Deal Desk, reviewing quotes, enforcing bookings policy and Rules of Engagement, and escalating complex or cross-border deals
• Advise on discounting, ramps, co-terms, and multi-entity/multi-currency deal construction with Finance and Legal
• Identify and close gaps in international quote-to-cash processes
• Lead the International forecasting cadence, analyze period-over-period movement, and drive forecast accuracy
• Build and maintain executive-level KPIs and dashboards covering pipeline health, conversion, forecast accuracy, retention, and productivity
• Translate multi-region data into actionable leadership insights
• Partner with GTM leaders on territory planning, quota setting, and capacity modeling
• Support QBR logistics, content preparation, and data package builds
• Support International office planning and stand-up, including space, tooling, and local vendor coordination
• Take on ad hoc cross-functional projects involved in establishing a new region

Senior Revenue Operations Analyst, International

Support Engineer

• Provide technical support to enterprise customers via email, phone, and chat
• Address customer queries and troubleshoot technical issues
• Apply knowledge of products and their integration with client systems to provide solutions and guidance
• Collaborate with development and QA teams to escalate and resolve critical customer issues
• Document customer interactions, technical solutions, and best practices in a knowledge base
• Provide customer-derived feedback and insights to improve the product
• Work independently and proactively while adhering to SLAs and performance metrics
• Work off-hours when needed

Technical Account Manager

Technical Account Manager

Technical Account Manager – U.S. Federal

Senior Revenue Operations Analyst, International

Product Support Engineer, Spanish Speaking