Senior Technical Account Manager, DFIR
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Job Description
Senior Technical Account Manager at Vector3 specializing in incident response and MDR services. Collaborating with clients to ensure satisfaction and retention in cybersecurity solutions.
Responsibilities:
- Serve as the primary point of contact for MDR customers, ensuring satisfaction, retention, and long-term success.
- Develop a deep understanding of each customer’s environment, compliance obligations, and business needs.
- Conduct regular check-ins, technical health reviews, and quarterly business reviews (QBRs).
- Manage client communications with empathy and clarity during both calm and crisis.
- Lead customer onboarding for MDR and EDR solutions — including Sophos, Microsoft 365, and Google Workspace integrations.
- Coordinate deployment of sensors, connectors, and integrations with customer IT/security teams.
- Build and maintain documentation, onboarding guides, and best-practice playbooks.
- Design and refine TAM operational processes — including client lifecycle management, escalation handling, and renewal workflows.
- Gather client feedback and translate it into actionable product and process improvements.
Requirements:
- 4 Year / Bachelors Degree Information Technology, Cyber security, or related degree; or equivalent relevant work experience
- ITIL v4, CompTIA Security+, Microsoft Certified: Security Administrator Associate, or Sophos Certified Engineer
- Strong organizational skills with a focus on follow-through and accountability
- Empathetic communicator who can simplify complex topics for non-technical audiences
- Entrepreneurial mindset — comfortable building process where none exists
Benefits:
- Health insurance
- Professional development opportunities
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