Director, Technical Account Management - Americas

Clutch Canada; United States; Remote; USD 245,000; Full time

Job summary

A leading cybersecurity company is seeking a Director of Technical Account Management to oversee a team dedicated to customer success. This role involves leading customer-facing teams, developing strong key stakeholder relationships, and managing customer retention metrics. The ideal candidate should have extensive leadership experience, knowledge in SIEM technologies, and strong communication skills. A competitive salary of $245,000 is offered, along with equity and benefits.

Benefits

Competitive Equity Package

Comprehensive Benefits plan

Qualifications

• Extensive experience leading a customer-facing team.
• Experience in SIEM technologies such as Splunk or Elastic.
• Operational and transformational leadership skills.
• Strong executive presence with good communication skills.

Responsibilities

• Lead a team of customer-facing professionals.
• Develop understanding of Dragos Platform capabilities.
• Establish strong relationships with key customer stakeholders.
• Own customer retention and health metrics.

Skills

Leadership skills

Customer relationship management

Stakeholder management

Network traffic analysis

SIEM technologies

Tools

Splunk

Elastic

Job description

Dragos is on a relentless mission to defend industrial organizations that provide us with the necessities of modern civilization; running water, functioning electricity, and safe industrial working environments. As the market leader in ICS/OT Cybersecurity, we are dedicated to arming our customers with best-in-class technology, threat intelligence, and services to protect their systems as effectively and efficiently as possible. We’re a remote-first culture with operations in North America, Europe, the Middle East, and APAC. We’re looking for mission-oriented teammates who embody our core values of authenticity, transparency, and trust. Are you ready to make a difference? Come join a mission that can save the world!

About the Role
We are looking for a dedicated, ambitious, and self-driven Director of Technical Account Management (TAM) to join our customer success team. In this role, you will work with leaders from engineering, product management, OT Watch & Intel to ensure there are no barriers to product adoption. You’ll work with leaders from sales and solution architects to leverage positive business outcomes to promote operationalization and prove the value of the Dragos Platform, along with our other products.

You will use your extensive knowledge of security in industrial organizations to lead a diverse team of subject matter experts, including Technical Account Managers (TAMs) and Customer Success Managers (CSMs). These SMEs provide technical advice to practitioners who monitor and secure their critical infrastructure and use the technology to up-level their visibility, insights, and decisions. Use your excellent technical, communication, organizational, and leadership skills to oversee a team of creative problem solvers, who can translate complex technical details into a business context. The ideal candidate can drive transformational programs to increase efficiency and scale while maintaining a world-class customer experience.

Responsibilities

• Team Development: Lead, mentor, and develop a team of high-performing customer-facing professionals across the Americas and US Federal. Set performance expectations and provide detailed guidance to exceed those expectations.
• Develop a deep understanding of Dragos Platform capabilities and industry-specific challenges
• Establish relationships with key senior customer stakeholders to understand their technical needs and business objectives
• Work with the TAM and CSM team to uncover customer use cases, workflows, and pain points and ensure action is taken to operationalize and promote the realized value of the Dragos Platform and other products
• Customer Advocacy: Serve as an executive sponsor for key accounts, ensuring strategic alignment and strong relationships at all levels
• Cross-Functional Collaboration: Work closely with Sales, RevOps, Product, Engineering, Marketing, Field Operations, and Support to ensure seamless customer engagement.
• Churn Risk Management: Own customer retention and health metrics, ensuring proactive engagement, value realization, and commercial and technical risk identification, in order to minimize churn and increase expansion velocity.
• Transformational Programs: Improve on frameworks, methodologies, and tools to power team growth and improve workflow, efficiency, and scalability
• Manage to KPIs: Establish key metrics and report to leadership on KPIs to track team performance and prove the realized value

Qualifications

• Extensive experience leading a customer-facing team
• Experience in SIEM technologies such as Splunk or Elastic
• Advanced skills in network traffic analysis
• Manage multiple stakeholders and projects; well organized; good time-management skills
• Operational and transformational leadership skills, with experience building scalable processes and managing lean, efficient teams.
• Strong executive presence, written and verbal communications skills, and stakeholder management skills.
• Plus: Experience working in security at an industrial company such as energy or manufacturing (on the Enterprise security side is perfectly acceptable and relevant)
• Willingness to travel 25%

Compensation

• Base Salary: $245,000
• Competitive Equity Package
• Comprehensive Benefits plan

#LI-NH1 #LI-REMOTE

Dragos is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local laws. All new hires must pass a background check as a condition of employment.