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ashby

Technical Account Manager

7AI
Boston, USA
Full-time
Senior · 5+ years experience
Hybrid
Discovered 1 months ago

Full Job Posting

Key Responsibilities

  • Own the end-to-end customer lifecycle post-sale, including onboarding, adoption, value realization, and expansion readiness.
  • Build and drive success plans, stakeholder maps, program milestones, and cross-functional workstreams.
  • Lead onboarding execution, workflow alignment, and operational enablement activities.
  • Tailor solutions during onboarding to maximize long-term customer success and value realization.
  • Maintain hands-on ownership of customer environments, including platform configuration, Skills and workflow creation, and ongoing tuning and optimization.
  • Proactively monitor customer health and platform performance, identify degradations or areas of concern.
  • Drive adoption by helping customers mature workflows and expand usage over time.
  • Run customer communication cadences, including status reviews, executive check-ins, QBRs, and ad hoc customer discussions.
  • Manage customer health, risks, blockers, and escalations through strong cross-functional coordination.
  • Serve as the first line of defense for customer questions and escalations, providing initial technical guidance, customer education, and enablement.
  • Surface customer insights and product feedback to help improve the platform and inform roadmap priorities.
  • Identify opportunities to expand customer adoption and usage based on evolving business needs, security workflows, and demonstrated value.

Requirements

  • 5+ years of experience in Technical Account Management, Customer Success, Solutions Engineering, Implementation, or a similar customer-facing role.
  • Experience managing enterprise or strategic customer relationships in cybersecurity, AI, or other complex technology environments.
  • Strong program management skills, with the ability to drive alignment across multiple stakeholders, workstreams, and milestones.
  • Technical fluency with workflows, integrations, APIs, platform implementations, and operational systems.
  • Ability to translate technical concepts into clear business value for both practitioner and executive audiences.
  • Demonstrated history of exceptional customer advocacy, with the confidence to challenge internal assumptions and norms in service of customer outcomes.
  • Proven track record of driving onboarding, adoption, change management, and measurable customer outcomes.
  • Strong judgment in navigating ambiguity, prioritizing issues, and driving resolution.
  • Excellent written and verbal communication skills.
  • Experience with AI, automation, and security operations platforms preferred.
  • Experience in startup or high-growth environments preferred.

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