Federal TAM – Network & Security

Forward Networks; Maryland; On-site; USD 240,000 - 270,000; Full time

Job summary

Forward Networks is seeking an experienced Technical Account Manager (TAM) in the United States, Maryland, to become a trusted advisor for customers and maximize value from the platform. You will drive adoption, identify growth opportunities, and align technology with customers’ business goals.

The TAM will manage onboarding, health metrics, and cross-functional collaboration with sales, engineering, and product teams while delivering high-impact training and engagement throughout the customer

Qualifications

• Bachelor’s degree in business, Information Technology, or a related field, or equivalent practical experience.
• 5+ years of experience in a technical account management, customer success, or similar role within the technology industry, preferably with SaaS solutions.
• Strong understanding of how technology can solve business challenges and the ability to articulate this value to customers.
• Proven track record of building and managing customer relationships, driving product adoption, and delivering customer success.
• Excellent communication, presentation, and interpersonal skills with the ability to engage with stakeholders at all levels, including business users, IT teams, and executive leadership.
• Experience with CRM and customer success tools, as well as familiarity with data analysis methods for monitoring customer health.
• Problem-solving mindset, proactive approach, and the ability to work independently and collaboratively in a fast-paced environment.
• Willingness to travel as needed to meet with customers and support their needs.
• TS/ SCI with a CI Poly or greater.
• Preferred Qualifications It’s a plus if you also have:
• Project Management experience and/or certifications (such as PMP).
• A solid understanding of Computer Networking and familiarity with common issues network engineers might encounter.

Responsibilities

• Customer Relationship Management: Develop and maintain strong, long-term relationships with customers, acting as their primary point of contact and trusted advisor throughout the customer lifecycle.
• Product Adoption & Value Realization: Drive customer success by helping customers understand and effectively utilize the platform’s capabilities, ensuring they achieve their business goals and desired outcomes.
• Account Planning & Growth: Develop and execute strategic account plans that align with customers’ goals, identify expansion opportunities, and drive increased platform usage and adoption.
• Customer Advocacy: Act as the voice of the customer, collaborating with product and engineering teams to relay feedback, suggest improvements, and influence the development of new features based on customer needs.
• Onboarding & Training: Lead the onboarding process for new customers, delivering high level training to ensure customers quickly become proficient and comfortable with the platform.
• Health Monitoring & Reporting: Regularly monitor customer health metrics, develop customer success plans, and provide data-driven insights and reports to customers and internal stakeholders.
• Collaboration: Work cross-functionally with sales, engineering, and product management teams to align customer needs and drive mutual success.

Skills

Customer relationships

SaaS experience

CRM tools

Data analysis

Communication skills

Cross-functional collaboration

Travel flexibility

Education

Bachelor’s degree in business/IT or related field

Tools

CRM software

Job description

Forward Networks is seeking an experienced Technical Account Manager (TAM) in the United States, Maryland, to become a trusted advisor for customers and maximize value from the platform. You will drive adoption, identify growth opportunities, and align technology with customers’ business goals.

The TAM will manage onboarding, health metrics, and cross-functional collaboration with sales, engineering, and product teams while delivering high-impact training and engagement throughout the customer