Director, Technical Account Management

What You'll Do:

• 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.

What You Have:

• 5+ years of experience in a Technical Account Manager, Security Analyst, or similar client-facing cybersecurity role.
• Strong understanding of cybersecurity principles, technologies, and industry standards (e.g., SIEM, EDR, firewalls, IDS/IPS, vulnerability management).
• Excellent communication skills—both written and verbal—with the ability to present complex technical information to both technical and non-technical audiences.
• Experience managing enterprise clients or accounts in a managed services environment.
• Knowledge of compliance frameworks (e.g., NIST, ISO 27001, PCI-DSS, HIPAA).
• Ability to manage multiple client relationships and projects simultaneously.
• Bachelor’s degree in Cybersecurity, Information Technology, Computer Science, or related field
• Industry certifications such as CISSP, CISM, CompTIA Security+, or equivalent.
• Familiarity with major SIEM platforms (Splunk, Sentinel, etc.)
• Previous experience at an MSSP or MDR services provider.

What We Offer:

• 401(k), including an employer match of 100% of the first 3% contributed and 50% of the next 2% contributed  
• Medical, Dental, and Vision Insurance (available on the 1st day of the month following your first day of employment)  
• Group Term Life, Short-Term Disability, Long-Term Disability  
• Voluntary Life, Hospital Indemnity, Accident, and/or Critical Illness  
• Participation in the Discretionary Time Off (DTO) Program  
• 11 Paid Holidays Annually