Technical Account Manager, Commercial

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

📋 Description

• Act as the main technical liaison and trusted consultant for a designated portfolio of federal and commercial clients.

• Assist clients with deployment, configuration, and onboarding processes across cloud, on-premises, and hybrid environments.

• Provide guidance on identity and access integration, encompassing SSO, SAML, PIV/CAC, and directory services, in addition to app delivery, device policies, and network configuration.

• Manage technical escalations by collaborating with Support, Engineering, and Product teams to resolve issues and keep clients updated.

• Conduct technical check-ins, platform health assessments, and lead the technical segment of Quarterly Business Reviews alongside the Customer Success Manager.

• Monitor usage and environment health to detect potential risks and suggest optimizations to drive adoption.

• Supply configuration evidence and documentation for Authority to Operate (ATO), accreditation, and compliance evaluations.

• Organize and oversee upgrades and new releases within the customer change-control framework.

• Educate customer administrators and systems integrator personnel.

• Relay customer feature requests and technical insights to Product and Engineering teams.

• Identify opportunities for expansion and assist with renewals in collaboration with Customer Success and Sales teams.

• Develop reusable runbooks, deployment guides, and knowledge-base articles.

⛳️ Requirements

• Over 5 years of experience in technical account management, solutions engineering, or a comparable post-sale technical role within B2B SaaS or cybersecurity.

• Practical experience in enterprise IT and security, covering identity and access management (SSO, SAML, MFA), networking, and Linux or Windows administration.

• Experience in deploying or supporting cloud-based solutions on platforms like AWS, Azure, or government cloud environments.

• Proven ability to manage escalations across a portfolio of enterprise or government accounts.

• Capability to communicate technical concepts clearly to administrators, security teams, and executives.

• Proficient in using Salesforce, Jira, and Confluence.

• Must be authorized to work in the United States without requiring visa sponsorship.

• Willingness to work remotely or in a hybrid capacity with travel of up to 20% to client sites.

• Preferred: Experience providing support to the Department of War, Intelligence Community, or federal civilian agencies.

• Preferred: Knowledge of FedRAMP, NIST SP 800-53, DISA STIGs, DoD Zero Trust, or CMMC.

• Preferred: Familiarity with mobile, BYOD, VDI, MDM (such as Intune or Workspace ONE), or zero trust deployments.

• Preferred: Security or cloud certifications such as Security+, CISSP, AWS, or Azure.

• Preferred: Experience at a rapidly growing SaaS company.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Parental leave

• Life and disability packages

• 401(k) plan with employer-matching contributions that vest from the first day of employment

• 10% annual performance bonus

• Investment in tools and skills development