Lead, Technical Account Management

Cyberhaven; Orangeburg (SC); Vor Ort; USD 150.000 - 185.000; Vollzeit

Zusammenfassung

Cyberhaven is seeking a Manager, Technical Account Management to build and lead a TAM team that owns the technical relationship with our customers. You’ll hire, coach, and scale the team, defining how TAMs engage with accounts and ensuring a proactive, high‑touch experience from onboarding to renewal.

You will guide cross-functional collaboration with Product, Engineering, Support, Customer Experience, and Sales to translate customer learnings into product improvements and better service

Qualifikationen

• 3+ years of experience managing a team of Technical Account Managers, Support Engineers, or similar staff.
• 7+ years in customer-facing technical roles.
• Track record of hiring, developing, and retaining strong technical people.
• Experience building or scaling a TAM/Support/CS function with processes and metrics.
• Own customer technical outcomes from implementation through steady-state operation.
• Hands-on experience deploying, supporting, and troubleshooting SaaS-based security tools.
• Proven escalation management experience with engineering teams.
• Excellent verbal and written communication in English, with executives in mind.

Aufgaben

• Hire, onboard, and develop Technical Account Managers. Set expectations and review performance.
• Coach TAMs on account strategy, troubleshooting, executive communication, and difficult situations.
• Build a culture of growth, ownership, curiosity, and accountability for outcomes.
• Plan headcount and coverage to scale with the customer base.
• Establish TAM operating model, coverage, cadence, and success plans.
• Define goals and metrics; report to leadership with account health and adoption.
• Create playbooks and knowledge bases; ensure consistent handling of incidents.
• Coordinate handoffs between TAMs, Customer Experience, and Sales.
• Review account health, intervene on at-risk accounts, and manage escalations with Engineering.
• Join executive reviews for strategic accounts and influence renewals with technical input.
• Collect customer feedback and work with Product/Engineering to address gaps.

Kenntnisse

Team leadership

Executive communication

Customer-focused

Security SaaS experience

Problem solving

Cross-functional collaboration

Tools

SCCM

GPO

Intune

MDM

Windows

macOS

Linux

Google Kubernetes Engine

Jobbeschreibung

Cyberhaven is seeking a Manager, Technical Account Management to build and lead a TAM team that owns the technical relationship with our customers. You’ll hire, coach, and scale the team, defining how TAMs engage with accounts and ensuring a proactive, high‑touch experience from onboarding to renewal.

You will guide cross-functional collaboration with Product, Engineering, Support, Customer Experience, and Sales to translate customer learnings into product improvements and better service