The Technical Account Manager will drive customer success by facilitating product adoption and fostering relationships with stakeholders. This role involves addressing technical needs, managing escalations, and collaborating with internal teams to ensure impactful outcomes and customer satisfaction.
About the Role
We are seeking an experienced Technical Account Manager (TAM) with a demonstrated history of driving customer success by facilitating product adoption, delivering measurable value, and fostering growth. Leveraging your deep industry expertise, you build trust and forge strong relationships with stakeholders, serving as a trusted technical advisor to our customers.
In this role, you act as a vital bridge between customers and internal teams, ensuring seamless communication and collaboration. You proactively address technical needs, effectively manage escalations, and drive resolution to achieve impactful outcomes. Your ability to combine technical acumen with strategic insight enables you to empower customers to maximize the value of our solutions while ensuring their long-term success.
In this job, you will bring these skills
- 5–7+ years of experience in a Technical Account Manager (TAM) role within an enterprise environment.
- 5–7+ years of experience providing support for enterprise SaaS products in a technical or customer-facing capacity.
- Exceptional technical troubleshooting skills, with hands-on experience in previous Support or SE roles, and a demonstrated ability to collaborate, coordinate, and escalate issues effectively within a team of product support professionals.
- Action-oriented problem solver, skilled at assessing inputs across multiple functions (Support, Product, Engineering) and translating them into scalable solutions with a clear, customer-focused narrative.
- Proven expertise in building and maintaining long-term relationships, including with executive-level stakeholders such as CISOs, CIOs, and other senior leaders.
- Demonstrated ability to present new product features, introduce best practices, and engage customers to promote platform adoption and increased usage.
- Comprehensive understanding of industry trends and the cybersecurity landscape, with a focus on emerging challenges and solutions.
- Hands-on experience with Internet and networking technologies, including familiarity with email security products and protocols.
- Exceptional written, verbal, and presentation skills, capable of effectively communicating with stakeholders at all levels, both internally and externally.
- Bachelor’s degree in a relevant field or equivalent professional experience.
Role Responsibilities + Deliverables
- Serve as the primary technical point of contact for high-value customers, building strong, trusted relationships across various levels of the organization to ensure successful product adoption, usage, and growth.
- Act as a trusted technical advisor, guiding clients to optimize their use of Abnormal products while aligning with industry best practices. Conduct regular health checks and provide tailored recommendations to enhance system performance and strengthen security posture.
- Function as a technical liaison between customers and internal teams (Support, Engineering, and Product Management), proactively managing escalations, collaborating on feature requests, and driving resolution to customer issues.
- Partner closely with the Customer Success Team to align with customer goals and success criteria, ensuring effective execution of Success Plans that deliver measurable value.
- Participate in regular customer engagements, including tactical discussions with technical teams, product health reviews with management, and Executive Business Reviews (EBRs) with leadership. Some meetings will require on-site attendance (approximately 25% travel).
- Develop and maintain Adoption Plans tailored to customer needs, fostering long-term retention, satisfaction, and growth opportunities.
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