Technical Account Manager

Role overview

Guide enterprise customers through deploying and operating privileged access management solutions. As a technical advisor, you’ll help customers get value from their deployments, coordinate issue resolution, monitor account health, and bring customer needs to internal product and engineering teams. The role combines technical consulting, customer relationship management, and cross-team coordination.

Responsibilities

- Advise customers on solution deployment, configuration, onboarding, training, and ongoing operations. - Track customer health and share updates with sales, support, and renewals teams. - Help resolve urgent service issues; document customer environments to support faster diagnosis. - Review customer plans, configurations, and designs, and communicate relevant product changes or security issues. - Advocate for customer needs with engineering and product teams, including through beta release programs. - Prepare executive-facing updates on active situations and recurring escalation themes. - Travel primarily in North America for customer reviews and solution assessments, subject to restrictions.

Requirements

- At least four years in a related customer success, technical support, consulting, helpdesk, or sales engineering role. - Experience with enterprise applications, infrastructure, and processes that integrate with privileged access management. - Experience leading complex technology initiatives across organizational teams. - Ability to manage multiple priorities and address significant technical challenges with limited supervision. - Strong customer communication, including explaining complex operations and writing clear technical procedures. - Technical experience with Active Directory and Windows Server, plus a major cloud infrastructure provider and UNIX or Linux administration. - Knowledge of access management, authentication, and authorization; familiarity with compliance requirements such as PCI, SOX, or GLBA.

Nice to have

- Experience with privileged access tools such as CyberArk or BeyondTrust, cloud services, LDAP or NIS, Perl or PowerShell scripting, or message brokers such as RabbitMQ. - Familiarity with network storage, SQL Reporting Services, or Microsoft clustering.

Benefits and work setup

The source describes a customer-facing role with remote service delivery and North American travel. Benefits include healthcare, retirement matching, life insurance, employee assistance, paid time off, and company holidays.