Senior Technical Account Manager, DFIR

Tokio Marine HCC

Senior Technical Account Manager at Vector3 specializing in incident response and MDR services. Collaborating with clients to ensure satisfaction and retention in cybersecurity solutions.

Posted 7/29/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer relationship management, ensuring client satisfaction and retention through effective communication and operational process design. Proficient in onboarding and integrating MDR and EDR solutions while adhering to compliance obligations.

Highest-signal resume keywords

Customer Relationship ManagementMDR and EDR Solutions OnboardingITIL v4 CertificationCompTIA Security+ CertificationEmpathetic Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client Lifecycle ManagementTechnical Health ReviewsQuarterly Business ReviewsProcess ImprovementDocumentation Development

Soft Skills

Organizational SkillsEmpathySimplifying Complex TopicsAccountabilityEntrepreneurial Mindset

Tools & Technologies

SophosMicrosoft 365Google Workspace

Certifications & Qualifications

ITIL v4CompTIA Security+Microsoft Certified: Security Administrator AssociateSophos Certified Engineer

Industry Keywords

Customer SatisfactionCompliance ObligationsTechnical SupportClient CommunicationIntegration Deployment

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Serve as the primary point of contact for MDR customers, ensuring satisfaction, retention, and long-term success.
Develop a deep understanding of each customer’s environment, compliance obligations, and business needs.
Conduct regular check-ins, technical health reviews, and quarterly business reviews (QBRs).
Manage client communications with empathy and clarity during both calm and crisis.
Lead customer onboarding for MDR and EDR solutions — including Sophos, Microsoft 365, and Google Workspace integrations.
Coordinate deployment of sensors, connectors, and integrations with customer IT/security teams.
Build and maintain documentation, onboarding guides, and best-practice playbooks.
Design and refine TAM operational processes — including client lifecycle management, escalation handling, and renewal workflows.
Gather client feedback and translate it into actionable product and process improvements.

Requirements

What you’ll need

4 Year / Bachelors Degree Information Technology, Cyber security, or related degree; or equivalent relevant work experience
ITIL v4, CompTIA Security+, Microsoft Certified: Security Administrator Associate, or Sophos Certified Engineer
Strong organizational skills with a focus on follow-through and accountability
Empathetic communicator who can simplify complex topics for non-technical audiences
Entrepreneurial mindset — comfortable building process where none exists

Benefits

Comp & perks

Health insurance
Professional development opportunities