Senior Technical Success Architect for Cloud & Security

EY; City of Rochester (NY); Sur place; USD 125 000 - 248 000; Plein temps

Résumé du poste

EY is seeking an Associate Director, Technical Customer Success Manager to serve as the senior technical advisor for strategic accounts, owning technical health, driving secure adoption and translating technology performance into measurable business value.

You will collaborate with Customer Success Managers, product and engineering teams to lead governance, protection planning and risk mitigation across complex global deployments.

Qualifications

• Bachelor's degree in computer science, information systems, cybersecurity, engineering, business technology or a related discipline, or equivalent relevant experience.
• Approximately 8 to 12 years of progressive experience in customer success management, technical account management, solutions architecture, enterprise architecture, cloud or security consulting, technology risk, implementation or technology operations.
• At least five years in a customer-facing or senior stakeholder-facing technical role supporting complex enterprise, strategic account or global environments.
• Experience in at least two of the following: cloud security, security operations, identity and access management, data protection, infrastructure or application security, resilience, enterprise integrations or technology risk.
• Experience developing technical success plans, health assessments, architecture recommendations, risk mitigation plans, adoption strategies or executive technology assessments.
• Ability to communicate technical risk to senior leaders and coordinate outcomes across Security, Risk, Product, Engineering, Support and business teams without direct authority.

Responsabilités

• Own account technical health and protection.
• Define health indicators, thresholds and action plans; lead recurring technical health reviews and provide clear executive reporting on business impact, decisions, owners and next actions.
• Proactively identify technology, security, privacy, resilience, integration and operational risks that could affect client trust, service continuity or revenue; coordinate mitigation with the accountable governance and delivery teams.
• Lead technical coordination for significant incidents and escalations, including impact assessment, recovery planning, executive communication and post-incident follow-through.
• Partner with CSMs to build outcome-based success plans that connect customer priorities, technical milestones, adoption, value realization and risk reduction.
• Guide onboarding, implementation, integration, configuration, optimization and operational readiness for priority capabilities; remove technical blockers and improve time to value.
• Use product engagement, service, integration and risk signals to identify underutilization, adoption gaps and opportunities to protect or grow the account.
• Communicate measurable outcomes such as adoption, resilience, productivity, risk reduction and value realized; support renewal and expansion strategy through technical insight.
• Build credibility with senior account leaders, CIO and CTO organizations, CISOs, enterprise architects, product owners and engineering teams.
• Lead architecture reviews, technical workshops, governance discussions and protection planning; translate complex technical and security issues into business implications, options and recommendations.
• Advise on cloud, cybersecurity, identity, data protection, AI, integrations, resilience and emerging technology risks using an industry-informed and risk-aware perspective.
• Lead through influence across a complex, global and matrixed environment, mobilizing Product, Engineering, Security, Risk and Support around customer outcomes.
• Maintain actionable technology intelligence on capabilities, ownership, dependencies, lifecycle status, risks and opportunities for assigned accounts.
• Act as the voice of the customer by converting feedback, technical blockers and field patterns into structured product, roadmap, service and support recommendations.
• Create reusable health scorecards, success plans, escalation playbooks, reference materials and executive reporting; use approved AI and automation to improve analysis and consistency.
• Mentor colleagues and strengthen collaboration across Customer Success, architecture, engineering, security, risk and product communities.

Connaissances

Cloud security

Security operations

Identity management

Data protection

Resilience

Enterprise architecture

Zero Trust

Executive communication

Stakeholder management

Cross-functional leadership

Formation

Bachelor's degree in computer science, information systems, cybersecurity, engineering, business technology or related discipline

Outils

NIST Cybersecurity Framework

NIST Zero Trust Architecture

ISO/IEC 27001

Description du poste

EY is seeking an Associate Director, Technical Customer Success Manager to serve as the senior technical advisor for strategic accounts, owning technical health, driving secure adoption and translating technology performance into measurable business value.

You will collaborate with Customer Success Managers, product and engineering teams to lead governance, protection planning and risk mitigation across complex global deployments.