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Tech Stack
Tools & technologiesCyber SecurityFirewalls
About the role
Key responsibilities & impact- Own executive-level relationships with CIOs, CISOs, and IT stakeholders
- Build multi-year technical success plans
- Deliver QBRs/EBRs with data-driven insights
- Advise on NIST CSF, CIS Controls, and ISO 27001 frameworks
- Serve as the escalation point for high-severity or chronic issues
- Drive root cause analysis and preventive fixes
- Oversee complex onboarding and migrations, including multi-site firewalls, backup design, and endpoint deployments
- Ensure configurations meet best practices and security standards
- Coordinate with SOC, NOC, engineering, CS Ops, and product on strategic initiatives
- Mentor junior TAMs
- Improve playbooks, escalation workflows, and communication standards
- Flag at-risk accounts for retention efforts
- Build account health dashboards covering performance, risk, and usage trends
- Analyze contract value versus consumption to identify churn or expansion opportunities
- Forecast client needs based on growth and threat trends
- Identify expansion opportunities, including multi-year agreements and broader firewall/endpoint deployments
- Support sales on renewals and executive presentations
- Act as subject matter expert on managed backups, firewalls, and endpoint security
- Contribute to webinars and client training
Requirements
What you’ll need- 3–5 years in Technical Account Management, Managed Services, cybersecurity, or a similar customer-facing technical role
- Track record managing mid-to-large enterprise accounts with complex technical/operational needs
- Strong expertise in managed firewalls/network security, backup platforms (Cohesity preferred), and endpoint security/management
- Experience with customer success platforms like Totango, including playbook use/implementation
- Strong analytical, problem-solving, and cross-functional collaboration skills (Engineering, NOC/SOC, Support, Product)
- Excellent written and verbal communication, including technical documentation and executive-facing presentations
- Solid understanding of service delivery, SLAs, and managed services best practices