Senior Technical Account Manager

Senior Technical Account Manager

The Senior Technical Account Manager will serve as a trusted technical advisor to priority enterprise customers, helping them maximize the value and performance of managed cybersecurity services. You will own senior-level relationships, develop long-term technical success plans, and guide customers through complex security and infrastructure challenges. The role combines strategic account management with hands-on technical expertise across firewalls, backup platforms, endpoint security, and managed services. You will act as a key escalation point for high-severity issues while driving root-cause analysis, preventive solutions, and effective service delivery. Working closely with engineering, NOC/SOC, product, and customer success teams, you will coordinate initiatives that improve customer outcomes and reduce technical friction. You will also use account health, usage, risk, and performance data to identify retention and expansion opportunities. This is a high-impact individual contributor role suited to a cybersecurity professional who thrives in complex customer environments and enjoys building scalable technical account practices.

Accountabilities

• Own executive-level relationships with CIOs, CISOs, IT leaders, and other key stakeholders, building trusted partnerships and multi-year technical success plans.
• Lead Quarterly Business Reviews and Executive Business Reviews using data-driven insights to demonstrate performance, identify risks, and align technical priorities.
• Advise customers on cybersecurity and risk-management frameworks, including NIST CSF, CIS Controls, and ISO 27001.
• Serve as the primary escalation point for high-severity and recurring technical issues, coordinating teams to drive root-cause analysis, resolution, and preventive improvements.
• Oversee complex customer onboarding and migration initiatives, including multi-site firewall deployments, backup architecture, and endpoint implementations.
• Review customer configurations and technical environments to ensure alignment with security standards, service requirements, and industry best practices.
• Coordinate strategic initiatives across SOC, NOC, engineering, customer success operations, product, and support teams.
• Mentor junior Technical Account Managers and contribute to stronger playbooks, escalation procedures, communication standards, and scalable TAM practices.
• Identify and communicate at-risk accounts, supporting proactive retention strategies and improved customer outcomes.
• Build and maintain account-health dashboards covering performance, risk, usage, and customer trends.
• Analyze contract value against service consumption to identify potential churn risks, expansion opportunities, and changing customer needs.
• Forecast future customer requirements based on organizational growth, technology adoption, and evolving threat trends.
• Identify expansion opportunities such as broader firewall or endpoint deployments and multi-year service agreements.
• Support renewals, sales opportunities, executive presentations, webinars, and customer training as a technical subject-matter expert.
• Provide expertise across managed firewalls, network security, backup solutions, endpoint security, and related managed services.

Requirements

• 3–5 years of experience in Technical Account Management, managed services, cybersecurity, or a comparable customer-facing technical role.
• Demonstrated experience managing mid-sized to large enterprise accounts with complex technical, operational, and security requirements.
• Strong expertise in managed firewalls and network security, backup platforms, and endpoint security or management.
• Experience with backup technologies such as Cohesity is strongly preferred.
• Familiarity with customer success platforms such as Totango, including implementing or using customer success playbooks.
• Strong understanding of managed-service delivery, SLAs, service quality, and customer-success best practices.
• Excellent analytical and problem-solving abilities, with the capacity to diagnose complex issues and drive solutions across multiple teams.
• Strong cross-functional collaboration skills and experience working effectively with Engineering, NOC/SOC, Support, Product, and Customer Success teams.
• Excellent written and verbal communication skills, including the ability to produce clear technical documentation and deliver presentations to executive audiences.
• Ability to build credibility with senior technology leaders and translate complex technical concepts into practical business recommendations.
• Proactive, organized, and customer-focused approach with strong ownership of escalations, outcomes, and long-term account health.

Benefits

• Competitive annual salary of $120,000–$140,000.
• Full-time, fully remote position based in the United States.
• Opportunity to work directly with enterprise customers on complex cybersecurity and disaster-recovery challenges.
• High-impact individual contributor role with significant ownership of strategic customer relationships.
• Exposure to senior technology leaders, including CIOs, CISOs, and IT executives.
• Collaborative environment working across cybersecurity operations, engineering, product, support, and customer success functions.
• Opportunities to mentor junior team members and contribute to scalable processes, playbooks, and service practices.
• Professional growth through exposure to cybersecurity frameworks, managed security technologies, and enterprise environments.