Manager, Technical Account Management

This is a fully remote position, open to applicants in Florida, +4 more states.

📋 Description

• Develop and manage the Technical Account Manager (TAM) team.

• Recruit, onboard, mentor, and assess the performance of Technical Account Managers.

• Set performance expectations, provide constructive feedback, and carry out career development and performance evaluations.

• Strategize headcount, coverage, account assignments, and team equilibrium as the customer base expands.

• Create the TAM operating model, which includes segmentation, coverage, engagement frequency, business reviews, and technical success plans.

• Establish team objectives and metrics focusing on account health, agent coverage, deployment status, adoption rates, escalations, resolution times, and customer satisfaction.

• Report on team performance metrics to leadership.

• Develop and update playbooks, runbooks, and knowledge base standards.

• Define transitions between TAMs, Customer Experience, and Sales teams.

• Monitor account health and engage proactively with accounts facing potential low adoption, deployment challenges, or risk of churn.

• Act as the senior escalation point for critical customer concerns.

• Collaborate with Engineering to address escalations and keep customers updated.

• Cultivate customer relationships and participate in executive and business reviews for key accounts.

• Work alongside Customer Success and Sales teams on renewals, expansions, and mitigating risks.

• Relay customer insights, feature requests, and recurring issues to Product Management and Engineering.

• Enhance diagnostics, debugging tools, and escalation processes in partnership with Engineering and Support Engineering.

• Lead root cause analysis reviews and ensure preventive measures are implemented.

• Stay informed about security trends, best practices, SIEM, SOAR, UEBA, and related technologies.

⛳️ Requirements

• A minimum of 3 years of experience managing a team of Technical Account Managers, Support Engineers, Solutions Engineers, or similar customer-facing technical roles.

• Over 7 years of experience in customer-facing technical positions.

• Proven success in recruiting, developing, and retaining high-caliber technical personnel, with the ability to address performance challenges directly and equitably.

• Experience in building or scaling a TAM, Support, or Customer Success function, encompassing processes, playbooks, and performance metrics.

• Demonstrated capability to oversee customer technical outcomes from implementation to steady operation, comprehending the customer's architecture and environment from end to end.

• Hands-on experience in deploying, supporting, and troubleshooting SaaS-based security and/or endpoint agent technologies.

• Established history of managing escalated technical customer issues and collaborating directly with engineering teams.

• Exceptional verbal and written communication skills in English.

• Strong organizational and planning abilities.

• Practical knowledge of networking, security products, enterprise network infrastructure, and management of Windows, macOS, and Linux endpoints, including SCCM, GPO, Intune, MDM, and application management.

• Proficiency in reading and interpreting logs and diagnostic outputs across Windows, macOS, Linux, and Google Kubernetes Engine.

• Familiarity with SIEM, SOAR, and UEBA technologies.

• Expertise in DLP, Insider Threat, and CASB solutions.

• Previous experience leading a TAM team within a security or SaaS organization.

• Experience in a fast-paced or high-growth company where processes were still being established.

• Background in L2/L3 or Escalation Engineering for EDR or DLP tools.

🏝️ Benefits

• Equity.

• Commission.

• Competitive market compensation.

• Base salary.

• Bonus plan or commission structure, depending on the specific role.

• Option to opt out of AI-assisted interview note-taking when utilized.

• Commitment to equal opportunity employment.