Senior Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage executive-level relationships with CIOs, CISOs, and IT stakeholders.

• Develop multi-year technical success strategies.

• Provide Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) with actionable insights driven by data.

• Offer guidance to customers on NIST Cybersecurity Framework (CSF), CIS Controls, and ISO 27001 standards.

• Act as the escalation point for high-severity or recurring issues.

• Lead root cause investigations and implement preventive solutions.

• Supervise intricate onboarding processes and migrations, including multi-site firewalls, backup design, and endpoint installations.

• Ensure that configurations comply with best practices and security protocols.

• Collaborate with Security Operations Center (SOC), Network Operations Center (NOC), engineering, Customer Success Operations, and product teams on strategic projects.

• Mentor junior Technical Account Managers (TAMs).

• Enhance playbooks, escalation procedures, and communication standards.

• Identify accounts at risk and facilitate retention initiatives.

• Create account health dashboards that track performance, risk, and usage trends.

• Assess contract value against consumption to pinpoint churn or expansion possibilities.

• Anticipate client requirements based on growth and threat landscape trends.

• Recognize expansion prospects, such as multi-year contracts and wider firewall/endpoint implementations.

• Assist sales teams with renewals and executive presentations.

• Serve as a subject matter expert on managed backups, firewalls, and endpoint security.

• Participate in webinars and client training sessions.

⛳️ Requirements

• 3–5 years of experience in Technical Account Management, Managed Services, cybersecurity, or a related customer-facing technical position.

• Proven ability to manage mid-to-large enterprise accounts with complex technical and operational requirements.

• In-depth knowledge of managed firewalls/network security, backup solutions (Cohesity preferred), and endpoint security/management.

• Familiarity with customer success platforms such as Totango, including the implementation and use of playbooks.

• Strong analytical, problem-solving, and cross-functional collaboration skills, particularly with Engineering, NOC/SOC, Support, and Product teams.

• Exceptional written and verbal communication skills, encompassing technical documentation and presentations for executives.

• Comprehensive understanding of service delivery, service level agreements (SLAs), and best practices in managed services.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company match.

• Opportunities for professional development and continuous learning.

• Flexible working arrangements to promote work-life balance.