[Hiring] Senior Technical Account Manager @Fenix24

Role Description

The Senior Technical Account Manager (TAM) is a high-impact individual contributor who supports Fenix24's priority customer relationships through technical expertise, proactive account management, and cross-team coordination. Acting as a trusted advisor, the Senior TAM helps customers optimize their managed services experience across firewalls, backups, endpoint management, and platforms like Cohesity and Totango — working closely with engineering, NOC/SOC, and product teams to resolve complex issues and drive strong outcomes.

Success is measured by customer satisfaction, reduced technical friction, quality of solution guidance, escalation management, and contributions to scalable TAM practices.

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

• 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.