Director, Technical Account Management

Job Description: • 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. Requirements: • 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. Benefits: • 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 Apply tot his job