Technical Account Manager

Role Summary As a Technical Account Manager, you will own the post‑sale technical relationship for a portfolio of customers. You’ll lead onboarding and implementation, drive adoption and value realization, surface product feedback, and act as the bridge between our customers and our product/engineering teams. Your goal is to deliver measurable ROI, reduce time‑to‑value, and foster long‑term renewals and expansion. Key Responsibilities Onboarding & Implementation Lead technical kickoff calls and project‑manage the implementation process Configure integrations, data feeds, and custom workflows to meet customer needs Develop detailed onboarding plans with timelines, milestones, and success criteria Customer Enablement & Adoption Conduct regular health checks and usage reviews Deliver tailored training sessions Identify and mitigate adoption blockers; proactively surface risk signals Advise customers on developing and operationalizing a human risk program roadmap, from baseline awareness to measurable culture change Partner with CISOs and security leaders to integrate Fable’s behavioral insights and automation into their larger cybersecurity strategy Provide best‑practice frameworks for maturing human risk management over time Technical Advocacy & Escalation Serve as the primary technical contact for your accounts Triage and prioritize support tickets, collaborating with Engineering Escalate critical issues and drive resolution through cross‑functional coordination Value Realization & Expansion Build business‑case analyses and ROI reports to demonstrate realized value Quantify the maturity and impact of customers’ human risk programs, translating behavioral improvements into business‑level outcomes Partner with AEs on upsell and renewal conversations Identify expansion opportunities Product Feedback & Roadmap Collect and synthesize customer feedback, feature requests, and competitive insights Evangelize new product capabilities and beta programs Liaise with Product and Engineering to influence roadmap priorities Relationship Management Develop trusted advisor relationships with technical and security stakeholders (e.g., CISOs, SecOps) Coordinate Quarterly Business Reviews (QBRs) to align on goals, KPIs, and success metrics Qualifications 3–5 years of customer‑facing technical roles in a SaaS environment (e.g., TAM, Solutions Engineer, Implementation Specialist) Proven track record driving technical implementations and adoption for mid‑market or enterprise customers Strong project management skills with attention to detail and accountability Exceptional written and verbal communication skills; able to present to both technical and executive audiences Customer‑obsessed mindset with a bias for proactive problem‑solving and escalation management Experience in cybersecurity, risk management, or compliance domains Nice‑to‑Haves Familiarity with SIEM, IAM, UEBA, or SSO platforms Prior background in high‑velocity startup environments Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience What We Offer Competitive base salary + bonus on renewals and expansions Equity in a venture‑backed, high‑growth company Comprehensive benefits: health, dental, vision, 401(k) with match Flexible PTO #J-18808-Ljbffr