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Senior Technical Account Manager
Fenix24
USA
Full-time
Manager · 3–5 years experience
Onsite
Discovered Yesterday
Full Job Posting
Key Responsibilities
- 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 frameworks like NIST CSF, CIS Controls, and ISO 27001
- Serve as the escalation point for high-severity or chronic issues; drive root cause analysis and preventive fixes; oversee complex onboarding/migrations (multi-site firewalls, backup design, 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 vs. consumption to spot churn or expansion opportunities; forecast client needs based on growth and threat trends
- Identify expansion opportunities (multi-year agreements, broader firewall/endpoint deployments); support sales on renewals and executive presentations; act as SME on managed backups, firewalls, and endpoint security; contribute to webinars and client training
- Qualifications, Requirements & Preferred Skills
- 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
Qualifications
- Experience with customer success platforms like Totango, including playbook use/implementation
About Fenix24
Cybersecurity150 employeesFounded 2009
Provides cyber breach recovery and organizational resilience services.
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