Account Manager

• Serve as the primary technical point of contact for assigned client accounts, enabling successful delivery of services.
• Partner with Account Manager to ensure ongoing customer satisfaction and alignment to customer requirements and expectations.
• Develop a deep understanding of each client’s environment, business goals, and cybersecurity needs.
• Proactively manage service delivery, including onboarding, reporting, monthly operating reviews, quarterly business reviews (QBRs), and technical escalations. Track action items, risks, and issues to closure.
• Track metrics and KPIs to measure client health and ensure service-level agreement (SLA) compliance. Prepare and present service delivery metrics to customers on a recurring business rhythm.
• Coordinate with internal teams (SOC, Engineering, etc.) to ensure high-quality service delivery and timely resolution of inquiries and issues.
• Research customers’ technical issues in a timely manner and follow up with recommendations and action plans.
• Interpret and explain technical findings, threat reports, and incident analysis in a way that aligns with the client’s business context.
• Provide guidance on security best practices, compliance requirements, and risk mitigation strategies.
• Serve as customer advocate with internal stakeholders to ensure voice of the customer is shared, assessed and addressed by internal parties.
• Escalate customer issues to management when appropriate.
• Help drive expansion of new services and capabilities by identifying opportunities for client growth.
• Support renewal and upsell opportunities in coordination with account management and sales teams.
• Manage TAM team including team leadership and definition of TAM processes.

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