Technical Account Manager (UK - B)

Island; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

Island seeks a Senior Technical Account Manager to guide a portfolio of customers through onboarding to operational maturity, serving as a technical contact across the Island platform.

You will support, troubleshoot, train, and optimize deployments while coordinating with product, engineering, and support teams to ensure customer value and security. UK-based travel to clients may be required.

Qualifications

• 5+ years in a technical account management, solutions engineering, or post‑sales technical role in software or cybersecurity.
• Strong technical foundation with enterprise IT products, ideally SaaS or security platforms.
• Experience handling customer escalations, support tickets, and technical project management.
• Excellent communication skills—able to articulate complex ideas to technical and non‑technical audiences.
• Comfortable with tools like Salesforce, Jira, Confluence, and remote collaboration platforms.
• Bachelor’s degree in a technical discipline or equivalent experience.
• Hands-on technical role deploying and configuring Island in large, complex environments.
• Owns and delivers technical work streams end‑to‑end within customer Island programmes.
• Responds quickly to issues, coordinating across global teams.
• Builds relationships across customer business units and acts as SME for Island.

Responsibilities

• Be the Trusted Advisor - technical point of contact for a portfolio of Island customers from onboarding to maturity.
• Support & Troubleshooting - manage and resolve support cases, feature requests, and escalations.
• Enablement & Training - train customer teams on deploying and operating Island.
• Configuration & Optimization - tailor guidance to customer environments for security and performance.
• Feature & Release Guidance - inform customers about releases and new capabilities.
• Collaborate Across Teams - work with Product, Engineering, Support, and Customer Success.

Skills

Tech account mgmt

Solutions engineering

Post-sales support

Enterprise IT

Communication skills

Security platforms

Education

Bachelor's degree in a technical discipline

Tools

Salesforce

Jira

Confluence

Job description

Island is the ideal environment for enterprise work, where security is everywhere without ever getting in the way.

Island unifies AI enablement, network access, data protection, identity, and endpoint control into one coherent workspace—so organizations get universal visibility and control, and users get a fast, fluid, beautifully simple experience. It's not just a better way to secure work. It's a better way to work. Backed by investors like Coatue Management, Insight Partners, Sequoia Capital and Cyberstarts, and trusted by some of the largest, most respected enterprises on the planet, Island is redefining what the modern workplace can be.

Come join us in building something that's already changing how the world works.

This role is all about building trusted relationships, delivering expert guidance, and ensuring our customers are getting maximum value from Island. If you thrive at the intersection of technology and people — and love translating complex features into real-world value — we want to talk to you.

What You’ll Be Doing

• Be the Trusted Advisor - You’ll serve as the technical point of contact for a portfolio of Island customers, guiding them through every stage of their journey — from onboarding to operational maturity.
• Support & Troubleshooting - Proactively manage and assist with support cases, feature requests, and escalations. You’ll open, monitor, and drive resolution, keeping customers in the loop every step of the way.
• Enablement & Training -Train customer teams on how to deploy, manage, and operationalize Island using best practices that ensure long‑term success.
• Configuration & Optimization - Help customers get the most out of Island by tailoring configuration guidance to their unique environment, aligned with security, performance, and usability goals.
• Feature & Release Guidance - Keep your customers informed of upcoming releases and new capabilities — and show them exactly how new features can benefit their teams.
• Collaborate Across Teams - Partner with Product, Engineering, Support, and Customer Success to deliver a unified customer experience and provide feedback that influences the roadmap.

What We’re Looking For

• 5+ years in a technical account management, solutions engineering, or post‑sales technical role in software or cybersecurity.
• Strong technical foundation and experience supporting enterprise IT products, ideally SaaS or security platforms.
• Experience handling customer escalations, support tickets, and technical project management.
• Excellent communication skills — able to clearly articulate complex ideas to technical and non‑technical audiences.
• Comfortable with tools like Salesforce, Jira, Confluence, and remote collaboration platforms.
• Bachelor’s degree in a technical discipline or equivalent experience preferred.
• This is a hands‑on technical role, deploying and configuring Island. Banking/Financial services customer so needs to have technical depth in large complex environments with many moving parts, dependencies and architectural layers.
• Owns and delivers technical work streams end‑to‑end within the customer's Island programme, working closely with customer staff and their partners to deliver into a secure environment.
• Responds to issues with speed and agility, seeing them through to resolution across a global, multi‑BU environment.
• Manages and troubleshoots support case load on the account alongside work stream delivery, liaising with the accounts team (Solutions Architects, Sales Engineers and TAMs), Support and R&D colleagues where necessary.
• Builds and maintains relationships across customer technical Business Units (CSO, GTIS, CTO) and non‑technical Business Units (BUK, USCB, IB etc.).
• Acts as a SME / trusted advisor for Barclays on the Island platform.
• Maintains constant, clear communication across the account, both within the Island team and directly with the customer, so everyone stays aligned as work progresses.
• Operates as an integral part of a high performing, dynamic and agile account team, delivering and supporting the Island service bank‑wide globally.

Location

Should be within easy commute of Knutsford, Cheshire, UK or Canary Wharf in London. In the office 1 day per week (sometimes more if needed to drive project)