Manager, Technical Account Management

Job not on LinkedIn

🔥 27 minutes ago

🐊 Florida, New York, +3 more states – Remote

🐊 Florida – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🌴 South Carolina – Remote ☕ Washington – Remote

💵 $170k - $180k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🧑‍🔧 Technical Account Manager

👻 Ghost score 8%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cyberhaven

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

💰 $33M Series B on 2021-12

Cybersecurity • SaaS • Enterprise

Cyberhaven is a company specializing in data security and insider risk management solutions. They offer a comprehensive data detection and response platform designed to detect and stop insider threats and data exfiltration. Cyberhaven's unique approach includes data lineage technology, which traces data from its origin to better understand and classify it, ensuring it remains protected across different platforms and situations. This technology enables businesses to stop the unauthorized flow of important data through various channels such as cloud, web, email, and removable storage. With a focus on cloud data security, insider risk management, and data loss prevention, Cyberhaven's solutions empower companies to safeguard their critical information and accelerate internal investigations.

📋 Description

• Build and lead the Technical Account Manager team • Hire, onboard, develop, coach, and evaluate Technical Account Managers • Set expectations, provide feedback, and conduct career development and performance reviews • Plan headcount, coverage, account assignment, and team balance as the customer base grows • Establish the TAM operating model, including segmentation, coverage, engagement cadence, business reviews, and technical success plans • Define team goals and metrics for account health, agent coverage, deployment progress, adoption, escalations, resolution time, and customer satisfaction • Report team metrics to leadership • Create and maintain playbooks, runbooks, and knowledge base standards • Define handoffs between TAMs, Customer Experience, and Sales • Review account health and intervene on accounts at risk of low adoption, deployment problems, or churn • Serve as senior escalation point for critical customer issues • Coordinate with Engineering to resolve escalations and keep customers informed • Build customer relationships and join executive and business reviews for strategic accounts • Partner with Customer Success and Sales on renewals, expansions, and risk mitigation • Bring customer feedback, feature requests, and recurring issues to Product Management and Engineering • Improve diagnostics, debugging tools, and escalation processes with Engineering and Support Engineering • Lead root cause analysis reviews and preventive follow-ups • Stay current on security trends, best practices, SIEM, SOAR, UEBA, and adjacent technologies

🎯 Requirements

• 3+ years of experience managing a team of Technical Account Managers, Support Engineers, Solutions Engineers, or similar customer-facing technical staff • 7+ years in customer-facing technical roles • Track record of hiring, developing, and retaining strong technical people, and handling performance issues directly and fairly • Experience building or scaling a TAM, Support, or Customer Success function, including processes, playbooks, and metrics • Demonstrated ability to own customer technical outcomes from implementation through steady-state operation and understand a customer's architecture and environment end-to-end • Hands-on experience deploying, supporting, and troubleshooting SaaS-based security and/or endpoint agent technologies • Proven experience managing escalated technical customer issues and working directly with engineering teams • Excellent verbal and written communication skills in English • Strong organizational and planning skills • Practical knowledge of networking, security products, enterprise network infrastructure, and Windows, macOS, and Linux endpoint management, including SCCM, GPO, Intune, MDM, and application management • Ability to read and interpret logs and diagnostic output across Windows, macOS, Linux, and Google Kubernetes Engine • Familiarity with SIEM, SOAR, and UEBA • Expertise with DLP, Insider Threat, and CASB solutions • Prior experience leading a TAM team at a security or SaaS company • Experience in an early-stage or high-growth company where processes were still being defined • Background in L2/L3 or Escalation Engineering for EDR or DLP tools

🏖️ Benefits

• Equity • Commission • Market-competitive compensation • Base salary • Bonus plan or commission structure, depending on the role • AI-assisted interview note-taking may be opted out of when used • Equal opportunity employment