Oomnitza

• The Technical Consultant creates and delivers customer business requirements within the Oomnitza customer solution • Work with the project team to achieve high client satisfaction and the ability to measure effectiveness of client solution to the Statement of Work • Understand customer needs and be able to design a solution to meet customer requirements • Create customer deliverables and documentation such as workflows, dashboards, role definitions and reports to meet customer requirements and maximize Oomnitza value proposition • Work with Project Manager in proactively managing customer requirements, timelines, expectations and change requests • Provide assistance to and ensure knowledge transfer of solution to identified customer project resources • Consistently use and improve delivery methodology and tools to maximize consulting effectiveness and help ensure accurate estimations • Stay current with the Development roadmap and learn new release offerings and functionality • Ability to articulate company products and solutions to customers as well as Oomnitza’s value proposition • Ensure accurate and timely administration of assigned projects including time/expense tracking and status reporting

• Serve as the point of contact for complex customer inquiries, issues, and escalations. • Troubleshoot and resolve issues related to integrations, workflows, and platform performance. • Join customer calls to live-troubleshoot issues, explain findings, and guide customers through solutions. • Comfortable communicating with both technical and non-technical stakeholders. • Partner with Engineering and Customer Success Managers (CSMs) to ensure alignment on customer priorities and deliver a strong customer experience. • Diagnose, troubleshoot, and debug issues end-to-end, documenting actions taken for tracking. • Comfortable troubleshooting and resolving issues related to REST API functionality - including crafting and validating GET, POST, PUT, and DELETE calls using tools such as cURL and Postman. • Demonstrate an understanding of HTTP response codes and their significance in integration debugging. • Knowledge of authentication types: session-based, signed request, OAuth, Basic Auth, and API key authentication. • Familiar with certificates: self-signed certificates, CA certificates, and certificate chain validation. • Pull and review logs to identify errors, analyse root causes, and implement effective solutions. • Leverage SQL to query databases, extract relevant data, and support troubleshooting efforts. • Utilize Jinja2 to develop and maintain scripts and tools for automation and customization. • Review and analyze workflows, imports, and system configurations to identify performance issues or failures. • Collaborate closely with Engineering, SRE, and Product teams to investigate and resolve customer-impacting incidents. • Escalate and document issues that cannot be resolved at Tier 2 to the appropriate Engineering team. • Document solutions, troubleshooting steps, and best practices in the Technical Support Spaces. • Provide structured investigation updates to customers during incident response.

• Partner with Customer Success to lead customer discovery sessions and understand current state, business challenges, and strategic objectives. • Investigate and assess customer pain points to design and deploy tailored solutions that meet their operational and business needs. • Develop a deep understanding of each customer’s environment, workflows, and long-term goals. • Establish and maintain strong, influential relationships with customer stakeholders and internal cross-functional teams. • Serve as a trusted advisor and advocate, setting appropriate expectations and driving successful outcomes. • Provide proactive guidance on best practices, solution design, and risk mitigation to ensure successful implementation and long-term scalability. • Guide customers through the technical adoption of new features and functionality, offering recommendations tailored to their unique use cases. • Conduct regular customer instance health checks and identify opportunities to improve adoption, performance, and efficiency. • Proactively identify opportunities to enhance customer ROI through strategic initiatives and expanded platform utilization. • Lead compelling, value-based demonstrations—both standard and customized—to showcase platform capabilities and business impact. • Probe for additional expansion opportunities by aligning platform capabilities to evolving customer needs. • Serve as a strong internal advocate for customer needs by partnering with Product and Engineering to influence roadmap direction and enhancements. • Capture, track, and document product feedback and competitive intelligence. • Communicate customer insights effectively to drive continuous platform improvement. • Become a product expert, confidently articulating the value of the platform and how it transforms customer workflows and operations. • Continuously refine technical, product, and pre-sales knowledge to stay current with platform enhancements and evolving customer use cases. • Maintain a strong understanding of industry trends, competitive landscape, and best practices.

Oomnitza offers the industry’s most versatile Enterprise Technology Management platform that orchestrates and automates key business processes for IT. Our SaaS solution, with agentless integrations, best practices and low-code workflows, enables enterprises to leverage their existing infrastructure systems and automate processes such as offboarding, onboarding, audit readiness, refresh forecasting and more, thereby reducing reliance on error-prone manual tasks and tickets. We help some of the most well-known and innovative companies to improve efficiency, expedite audits, mitigate cyber risk and eliminate redundant IT spend. We are seeking a strategic and customer-focused Technical Account Manager (TAM) to serve as a trusted advisor to our customers throughout their lifecycle. This role partners closely with Customer Success to deeply understand customer business objectives, provide technical expertise, and drive long-term value realization and expansion opportunities. The ideal candidate combines strong technical acumen, consultative skills, and business insight to guide customers in maximizing platform adoption, scalability, and ROI. Customer Partnership & Discovery Partner with Customer Success to lead customer discovery sessions and understand current state, business challenges, and strategic objectives. Investigate and assess customer pain points to design and deploy tailored solutions that meet their operational and business needs. Develop a deep understanding of each customer’s environment, workflows, and long-term goals. Establish and maintain strong, influential relationships with customer stakeholders and internal cross-functional teams. Serve as a trusted advisor and advocate, setting appropriate expectations and driving successful outcomes. Technical Guidance & Value Realization Provide proactive guidance on best practices, solution design, and risk mitigation to ensure successful implementation and long-term scalability. Guide customers through the technical adoption of new features and functionality, offering recommendations tailored to their unique use cases. Conduct regular customer instance health checks and identify opportunities to improve adoption, performance, and efficiency. Proactively identify opportunities to enhance customer ROI through strategic initiatives and expanded platform utilization. Lead compelling, value-based demonstrations—both standard and customized—to showcase platform capabilities and business impact. Probe for additional expansion opportunities by aligning platform capabilities to evolving customer needs. Product Advocacy & Feedback Loop Serve as a strong internal advocate for customer needs by partnering with Product and Engineering to influence roadmap direction and enhancements. Capture, track, and document product feedback and competitive intelligence. Communicate customer insights effectively to drive continuous platform improvement. Expertise & Continuous Development Become a product expert, confidently articulating the value of the platform and how it transforms customer workflows and operations. Continuously refine technical, product, and pre-sales knowledge to stay current with platform enhancements and evolving customer use cases. Maintain a strong understanding of industry trends, competitive landscape, and best practices. Qualifications: Market-competitive salary + equity A once-in-a-lifetime career opportunity to get onboard a fast-growing business that is venture-backed by Shasta Ventures, SYN Ventures and Riverside Acceleration Capital The base salary range for this position is: $130-150k Oomnitza recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.

• The Technical Consultant creates and delivers customer business requirements within the Oomnitza customer solution • Work with the project team to achieve high client satisfaction and the ability to measure effectiveness of client solution to the Statement of Work • Understand customer needs and be able to design a solution to meet customer requirements • Create customer deliverables and documentation such as workflows, dashboards, role definitions and reports to meet customer requirements and maximize Oomnitza value proposition • Work with Project Manager in proactively managing customer requirements, timelines, expectations and change requests • Provide assistance to and ensure knowledge transfer of solution to identified customer project resources • Consistently use and improve delivery methodology and tools to maximize consulting effectiveness and help ensure accurate estimations • Stay current with the Development roadmap and learn new release offerings and functionality • Ability to articulate company products and solutions to customers as well as Oomnitza’s value proposition • Ensure accurate and timely administration of assigned projects including time/expense tracking and status reporting

• Own and nurture customer relationships, serving as the primary point of contact to ensure customer satisfaction and long-term engagement. • Drive gross revenue retention by proactively managing an assigned book of business and identifying churn risks early. • Increase product adoption and value realization, ensuring customers fully leverage the platform’s features to meet their business objectives. • Identify expansion opportunities, working closely with sales and account teams to grow accounts through upsell and cross-sell initiatives. • Lead executive business reviews (EBRs), presenting progress, ROI, and strategic recommendations to senior stakeholders. • Develop and maintain Customer Success Plans, aligning customer goals with measurable outcomes and tracking progress over time. • Share best practices and thought leadership, guiding customers on industry trends and optimal product use. • Deliver ongoing product education, including new feature announcements and enablement sessions to drive continued adoption. • Act as the voice of the customer, gathering feedback and advocating internally to influence roadmap, features, and support. • Collaborate cross-functionally with sales, product, and support teams to ensure a seamless customer experience.