Lead and develop a team of Technical Account Managers, providing mentorship, performance feedback, and career development.
Drive operational excellence by implementing best practices, playbooks, and processes for technical engagement and lifecycle management.
Monitor customer health and program delivery, ensuring TAMs proactively address risks and deliver value-based outcomes.
Collaborate cross-functionally with Support, Engineering, and other Customer Success teams to resolve any escalations and improve the customer experience.
Report on team performance and customer metrics, using data-driven insights to guide strategy and resource allocation.
Support strategic accounts by participating in executive-level technical discussions and customer business reviews as needed.

Requirements

5+ years of experience in Technical Account Management, Customer Success, or related customer-facing roles in SaaS or cybersecurity.
2+ years of experience managing, mentoring, and leading a customer-facing, technically oriented team.
Strong technical acumen with the ability to understand and articulate complex solutions (cybersecurity experience preferred).
Very strong customer service, and excellent communication and relationship-building skills, including experience engaging with executive stakeholders.
Proficiency in tools such as Salesforce, Gainsight, and reporting platforms (Power BI or similar).
Adaptable and willing to learn new technologies.
A data-driven mindset with experience using metrics to improve team performance and customer outcomes.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Technical Account ManagementCustomer SuccessSaaScybersecuritydata-driven insightsmetrics analysis

mentorshipperformance feedbackcareer developmentcustomer servicecommunicationrelationship-buildingadaptabilityteam leadership