Technical Account Specialist

Dw Its; Matrah; On-site; OMR 10,000 - 15,000; Full time

Job summary

Dw Its is seeking a Technical Account Specialist (TAM) in Muscat for managing strategic customer relationships and ensuring successful adoption of IT solutions. The role focuses on providing technical guidance, conducting success reviews, and promoting additional products from the company's portfolio, including ManageEngine.

Ideal candidates will have a Bachelor’s degree in Computer Science and over a year of relevant experience in IT management or cybersecurity. Strong customer relationship management and technical presentation skills are essential.

Qualifications

• 1+ years experience in IT infrastructure management or cybersecurity.
• Experience with enterprise IT platforms, including ITSM and security tools.
• Knowledge of endpoint management and cloud environments.

Responsibilities

• Manage strategic customer relationships as the primary technical advisor.
• Conduct customer success reviews and develop technology roadmaps.
• Identify opportunities for upselling and cross-selling solutions.

Skills

Technical presentation skills

Customer relationship management

Problem-solving

Communication skills

Education

Bachelor’s degree in Computer Science or related field

Tools

IT Service Management platforms

Network monitoring tools

Enterprise software solutions

Job description

Muttrah, Sultanate of Oman | Posted on 04/28/2026

Position: Technical Account Specialist (TAM)

Department: Customer Success / Technical Services

Reports To: Head of Customer Success / Sales Director

Role Overview

The Technical Account Specialist (TAM) is responsible for managing and growing strategic customer relationships while ensuring successful adoption and value realization of IT management and security solutions. The TAM acts as the primary technical advisor for customers using enterprise platforms including Unified Endpoint Management (UEM), Endpoint Protection Platforms (EPP), IT Service Management (SDP), and Full-Stack Observability / Digital Experience Monitoring solutions such as OpManager.

The role combines technical expertise, customer success management, and commercial responsibilities, including upselling and cross-selling additional solutions from the company's portfolio, particularly solutions from ManageEngine .

The TAM ensures customers achieve measurable business outcomes, maintain high system performance and security posture, and expand their technology footprint within the organization.

Key Responsibilities

1. Customer Relationship Management

Serve as the primary technical point of contact for assigned enterprise customers.

Build long-term trusted advisor relationships with IT leaders, system administrators, and decision-makers.

Conduct regular customer success reviews and technical health checks.

Develop customer success plans and technology roadmaps aligned with business goals.

2. Technical Solution Ownership

Manage customer environments utilizing solutions such as:

IT Service Management platforms such as ServiceDesk Plus

Network monitoring and full-stack observability tools like OpManager

Provide architectural guidance, configuration best practices, and optimization recommendations.

Monitor adoption, usage, and system health across customer deployments.

Coordinate with internal support and engineering teams for issue resolution and escalation.

3. Customer Success & Adoption

Ensure customers fully adopt implemented solutions and leverage advanced capabilities.

Identify performance gaps and recommend optimization strategies.

Conduct technical workshops, product training, and enablement sessions.

Ensure smooth onboarding and successful implementation of new modules or products.

4. Upselling and Cross-Selling

Identify opportunities to expand existing deployments or introduce complementary solutions.

Promote additional products within the ManageEngine ecosystem or other solutions offered by the company.

Collaborate with the sales team to develop expansion strategies.

Support pre-sales discussions by providing technical insights and demonstrations.

5. Operational Excellence

Maintain accurate documentation of customer environments, architecture, and support history.

Deliver quarterly technical and business reports to customers.

Provide proactive recommendations for performance improvement, cost optimization, and security enhancement.

Key Performance Indicators (KPIs)

Customer Success Metrics

Technical Performance Metrics

Solution Adoption Rate: ≥ 80% of deployed features actively used

Time to Resolution for Critical Issues: < 24 hours

Successful Implementation Rate: ≥ 95% of projects delivered on schedule

Quarterly Technical Reviews Delivered: 100% of assigned accounts

Revenue Growth Metrics

Upsell Revenue Contribution: Achieve quarterly expansion targets

Cross-Sell Conversion Rate: ≥ 20% of assigned accounts

Account Growth Rate: ≥ 15–25% annual revenue growth within managed accounts

Engagement Metrics

Product Enablement Sessions: Based on customer adoption plan

Requirements

Required Qualifications

Education

Bachelor’s degree in Computer Science, Information Technology, or related field

Experience

1+ years experience in IT infrastructure management, cybersecurity, or enterprise software solutions

Experience working with enterprise IT platforms such as:

Security platforms

ITSM solutions

Network monitoring or observability tools

Technical Skills

Endpoint management and security platforms

IT Service Management frameworks (ITIL knowledge preferred)

Network monitoring and infrastructure observability

Enterprise software deployment and integration

Cloud and hybrid IT environments

Soft Skills

Strong customer relationship management

Excellent technical presentation and communication skills

Problem-solving and troubleshooting capabilities

Commercial awareness and ability to identify business opportunities

Preferred Certifications

ITIL Foundation or ITIL 4

Cybersecurity certifications (Security+, CISSP, etc.)

Vendor certifications related to enterprise IT management platforms

Success Profile

A successful TAM will be able to:

Act as a trusted technical advisor to enterprise customers

Drive solution adoption and measurable business outcomes

Identify and convert growth opportunities within existing accounts

Maintain high customer satisfaction and long-term partnerships