Senior Technical Account Manager

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

📋 Description

• Cultivate and maintain executive relationships with CIOs, CISOs, and IT stakeholders.

• Develop comprehensive multi-year technical success strategies.

• Present Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) enriched with data-driven insights.

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

• Act as the primary escalation point for critical or persistent issues.

• Lead root cause analysis and implement preventive measures.

• Manage complex onboarding processes and migrations, which include multi-site firewalls, backup architecture, and endpoint deployments.

• Ensure that configurations adhere to best practices and security protocols.

• Collaborate with SOC, NOC, engineering, Customer Success Operations, and product teams on strategic projects.

• Mentor junior Technical Account Managers (TAMs).

• Enhance playbooks, escalation processes, and communication protocols.

• Identify accounts at risk and initiate retention strategies.

• Create account health dashboards that reflect performance, risk, and usage metrics.

• Evaluate contract value against usage to pinpoint churn or expansion possibilities.

• Anticipate client requirements based on growth patterns and emerging threats.

• Recognize expansion prospects, including multi-year contracts and wider firewall/endpoint deployments.

• Assist sales teams with renewals and executive-level presentations.

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

• Participate in webinars and client training sessions.

⛳️ Requirements

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

• Proven history of managing mid-to-large enterprise accounts with intricate technical and operational requirements.

• Strong knowledge in 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.

• Exceptional analytical, problem-solving, and cross-functional collaboration abilities (Engineering, NOC/SOC, Support, Product).

• Outstanding written and verbal communication skills, including technical documentation and presentations for executive audiences.

• In-depth 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.

• Generous retirement savings plan with company match.

• Opportunities for professional development and career advancement.

• Flexible work environment, including remote work options.

• Paid time off and holiday leave.