Technical Account Manager

OneLogin, United Kingdom-HQ

Secure Access for Every User, Every App, Every Device

Location: EMEA

OneLogin brings speed and integrity to the modern enterprise with an award-winning single sign-on (SSO) and cloud identity management platform.  Our portfolio of solutions secures connections across all users, all devices, and every application, helping companies drive new levels of security and efficiency across all applications. With a powerful business platform and an award winning company culture, OneLogin manages and secures millions of identities around the globe. We are headquartered in San Francisco, California. For more information, visit www.onelogin.com, Blog, Facebook, Twitter, or LinkedIn.


OneLogin is hiring a Technical Account Manager who is passionate about delivering an unexpectedly amazing support experience. You will be a member of a highly successful Customer Success Team focused on resolving complex technical issues and ensuring customer issues are clearly identified and resolved effectively while providing world class best in industry service.

As a Technical Account Manager, you will be providing a high-touch support experience to our largest and more strategic customers. You will act as a central point of contact for support related requests in a proactive and reactive manner. Working as a support advocate, you will coordinate efforts within OneLogin to ensure timely resolution of incidents and problems. Our Technical Account Manager provides regular communications and updates of critical issues in addition to conducting service reviews and providing operational summaries.

What you'll do:

  • Deep understanding of OneLogin features and services and match with customer's needs.  Become a OneLogin expert keeping updated on industry trends.
  • Deeply understand customer business strategies, challenges and IT landscape. Deliver business value by aligning OneLogin solutions to meet the customer’s short and long-term support needs.
  • Coordinate internal resources, including technical support, professional services and management to meet performance objectives and customers’ expectations
  • Review open tickets, defects, and enhancement requests setting expectations and proper priority.
  • Build customer credibility through action and responsiveness resulting in the perception that you are the customer’s go to Account Manager within OneLogin
  • Facilitate review of root cause analysis
  • Oversee customer service level agreements ensuring SLA's are being met, and develop service improvement plans
  • Act as an escalation point and advocate for critical customer issues.
  • Provide feedback working cross-functionally with Product and Engineering teams representing the customer.
  • Deeply understand customer business strategies, challenges and IT landscape. Deliver business value by aligning OneLogin solutions to meet the customer’s short and long-term support needs.

In order to be successful in this role, we need someone who has:

The successful candidate will be highly technical with a background in working with large IT departments implementing complex SaaS products. You are problem solver passionate about the customer experience who isn't afraid of jumping into and taking ownership of customer requests.  You are comfortable managing escalations and project managing tasks while communicating at all levels.

  • Thrives in a fast paced environment
  • Able to communicate and manage customer commitments and schedules.
  • Exceptional analysis and problem solving expertise
  • Excellent written and oral communication skills
  • Project and large account management experience
  • Comfortable interacting with all levels of management
  • Understanding of IT infrastructure
  • SAML / Single Sign-On experience
  • Knowledge of common enterprise IT infrastructure and technology
  • Knowledge of ITIL incident, problem and release management process and procedures

Our core values:

  • Integrity - As a security company, integrity is our highest priority. We deliver on our commitments and treat customers, partners and colleagues equally
  • Innovation - Innovation is in our DNA and we always try to look ahead of the curve and think smarter, faster, bigger and better
  • Excellence - We strive for excellence and quality in everything that we do in order to drive customer satisfaction and loyalty
  • Urgency - We live in a real-time world where the marketplace is fiercely competitive and customers expect instant gratification. We operate with extreme urgency to address customer needs and resolve issues promptly
  • Customers for life - First and foremost, we are here to serve our customers. We take a long-term view of customer relationships and focus on building long-term value
  • Great place to work - Create a work environment of transparency, trust and professional challenges that attracts the best possible people



About OneLogin

OneLogin brings speed and security to the modern enterprise as a leading identity management and single sign-on (SSO) vendor. Businesses of all sizes use OneLogin to secure company data, while increasing IT administrator and end users efficiencies. Implementation of our identity management solutions can be achieved in hours not days, delivering a fully featured administrative and self-service portal. Our ability to handle on-premises and cloud/SaaS applications makes us the identity management vendor of choice for the hybrid enterprise. Two factor authentication, mobile identity management for one-click access on smartphones and tablets, and real-time directory synchronization add an extra layer of protection.

Once logged in, instant access to popular apps such as Office 365, G Suite, AWS and Workday is a workforce’s dream, and with our extensive catalog of over 5,000 pre-integrated applications, you can be assured that your users will quickly gain secure one-click access to all the applications they need. And when employees depart, real-time offboarding instead of batch-processing protects corporate data. No matter where your users are or what device they are using, our identity and access management system is here to make users safe and productive - anytime, anywhere. As a pioneer in developing open standards for identity management, including SAML, OpenID Connect and SCIM, OneLogin's enterprise identity authentication system manages and secures millions of companies around the globe.

Want to learn more about OneLogin? Visit OneLogin's website.