Manager of Technical Account Management

As a Manager of Technical Account Management, you will Lead a team of 5-8 direct reports responsible for TAM services. TAM will be the primary contact and escalation point to customers for all technical & security related customer issues, providing proactive technical guidance to customers to drive security operations excellence.

What you will do

• Lead a team of 5-8 direct reports responsible for TAM service

• Develop and implement procedures, methods and processes to keep operational efficiency and mitigate risks to achieve team results.

• Manage the escalation process within the team; ensure best in class service, as well as providing ongoing, timely updates on any risks to Senior management.

• Collaborate with the Global Support, Operations, Product & Customer Success Management team management

• Work with the team on ensuring best practice adherence.

• Provide training/mentoring and help the team you lead grow and enhance or develop new skill sets

• Set and hold the team accountable for achieving defined KPI’s and measurements

• Helping input into the overall Technical Services strategy for TAM service

• Help drive the onboarding process for new team members

• Manage and maintain a professional business relationship with internal stakeholders through regular communication, on-site meetings and executive briefings.

• Drive best practices and minimize the probability of customer escalation

• Work closely with other departments & functions within the organization to ensure that clear and concise communication is managed.

• Ensure that relevant information is continuously communicated to other departments and ensure that these departments receive documented updates in a timely manner.

Requirements

What we look for

• 3+ years work experience in a manager role of technical service.

• 5+ years of experience in in customer facing service roles (TAM, support, customer success), and deep understanding of the customer’s journey

• Experience in the cyber security domain is highly desirable; other backgrounds in technology, particularly SaaS and enterprise technology, may be considered for exceptionally qualified candidates

• Experience in developing and implementing security operations and technology in large, complex enterprises in multiple industry verticals, across a wide range of technology platforms

• Strong skills in technical & security capabilities like Identity and Access Management, Data Security, Infrastructure Security, and Incident response

• Vast account management experience (Enterprise size customer experience is a plus) along with a customer focused background with a strong commitment to customer success & satisfaction.

• Excellent verbal and written skills including report writing and presentation skills.

• Experience with Endpoint Detection Systems, Anti-Virus systems, knowledge of SOC environments or in related environments

• Extremely well-organized and analytical with an ability to work well under pressure

• Excellent coordination skills.