Technical Account Manager
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Job Description
Technical Account Manager guiding enterprise customers through Unit 42 Managed Detection and Response adoption. Managing escalations, customer metrics, renewals, and cybersecurity service improvements.
Responsibilities:
- Guide customers through onboarding and drive adoption of Managed Detection and Response services
- Build and maintain trusted-advisor relationships with customer stakeholders and executive sponsors
- Serve as primary customer-support contact and coordinate with engineering teams on issue resolution
- Communicate service offerings, updates, and events and gather customer feedback
- Advocate for customer needs internally to influence product roadmap and service improvements
- Manage and report on CSAT, renewal rates, customer engagement, and other performance metrics
- Identify customer-success risks and collaborate with account teams on mitigation plans, escalating as necessary
Requirements:
- 4+ years of experience in a customer-facing technical role such as customer success, consulting, or post-sales technical account management
- Experience managing technical escalations, balancing customer expectations, and negotiating successful resolutions
- Experience tracking and improving metrics such as CSAT, adoption, and renewal rates
- Excellent communication and interpersonal skills
- Preferred: direct cybersecurity industry experience, particularly Managed Detection and Response (MDR) or Threat Hunting services
- Preferred: strong consulting and project management skills, with ability to advise senior security leaders
- Preferred: experience developing and executing customer engagement programs and playbooks
- Preferred: collaborative, customer-first mindset with high personal integrity and accountability
- Must not require immigration sponsorship; employer will not sponsor work visas for this position
Benefits:
- Restricted stock units may be included
- Bonus may be included
- Reasonable accommodations for qualified individuals with disabilities or special needs
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