Technical Account Manager

Position Overview

TechGuard Security is seeking a customer-focused and technically proficient Technical Account Manager (TAM) to join our team.

The TAM serves as the primary post-sale point of contact for assigned clients, ensuring successful onboarding, implementation, adoption, and ongoing value realization of TechGuard's cybersecurity and SaaS solutions.

This role bridges the gap between clients and internal teams by combining technical expertise, project management, customer success, and strategic account management. The ideal candidate will build trusted client relationships, drive successful implementations, provide technical guidance, and proactively identify opportunities to improve customer outcomes and support retention and growth.

The Technical Account Manager collaborates closely with Sales, Marketing, Product, and Commercial Cybersecurity Services teams to deliver an exceptional customer experience throughout the customer lifecycle.

This position is remote based; candidates must be local to the St. Louis, MO metro area and live within a commutable distance to our office located in Belleville, IL.

Key Responsibilities

• Partner with Sales during the presales process by providing technical expertise, solution demonstrations, and implementation guidance.
• Lead customer onboarding and implementation activities, ensuring projects are delivered on time and aligned with client expectations.
• Serve as the primary post-sale point of contact for assigned customer accounts.
• Develop strong client relationships and act as a trusted advisor to support customers in achieving their security and business objectives.
• Utilize our Client Relationship Management (CRM) system to manage, track, and measure all interactions during the lifecycle of our clients.
• Establish and maintain a consistent client engagement cadence that can include Quarterly Business Reviews (QBRs), status meetings, and/or strategic planning discussions to strengthen relationships, align on training goals, and ensure continued success.
• Monitor customer adoption, platform utilization, and overall account health to ensure clients are receiving maximum value from their investment.
• Provide Tier 1 and Tier 2 technical support, troubleshooting issues through resolution while coordinating with internal teams as needed.
• Manage multiple customer implementations and ongoing accounts simultaneously while maintaining high service levels and attention to detail.
• Drive customer satisfaction, retention, and long-term success through proactive communication and issue resolution.
• Identify opportunities for service enhancements, platform expansion, and additional cybersecurity solutions based on customer needs.
• Gather and communicate customer feedback regarding product performance, feature requests, and support requirements.
• Track action items, project milestones, and customer commitments to ensure accountability and successful outcomes.

Qualifications

• Associate's degree or equivalent professional experience; Bachelor's degree preferred.
• 2+ years of experience in technical account management, customer success, implementation, project management, technical support, or a related customer-facing role.
• Experience implementing, supporting, or administering SaaS-based platforms preferred.
• Experience with CRM systems (e.g. HubSpot).
• Strong verbal and written communication skills with the ability to communicate effectively with both technical and non-technical audiences.
• Exceptional organizational and time-management skills with the ability to manage multiple priorities simultaneously.
• Demonstrated problem-solving, conflict resolution, and customer relationship management abilities.
• Strong sense of ownership, accountability, and attention to detail.
• High emotional intelligence and ability to build trust with customers and internal stakeholders.
• Ability and desire to learn complex technologies and become a subject matter expert on TechGuard's solutions.