Technical Account Manager II - FedRAMP

Knox Systems; Arlington (VA); Hybrid; USD 100,000 - 140,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

Life & Disability insurance

401k plan

Job summary

Knox Systems is seeking a Technical Account Manager II to own strategic customer relationships for Enterprise customers in a FedRAMP-authorized cloud environment. This role involves ensuring operational success post-implementation and serving as a trusted advisor across teams.

Key responsibilities include managing customer escalations, coordinating with engineering teams, and advising on operational best practices. The position requires strong communication skills and experience in regulated environments, with compensation ranging from $100k to $140k based on experience.

Qualifications

• 3+ years of experience in technical account management or related roles.
• Experience supporting customers in regulated environments.
• Strong understanding of cloud operations and SaaS models.

Responsibilities

• Own ongoing customer relationships post-implementation.
• Serve as the strategic point of contact for customer accounts.
• Coordinate cross-functional teams during incidents and escalations.

Skills

Technical account management

Customer success

Cloud operations

Escalation management

Communication skills

Job description

The Role

As a Technical Account Manager II at Knox, you will own strategic customer relationships for Enterprise customers operating within Knox’s FedRAMP-authorized cloud environment. This role is responsible for ensuring operational success after implementation, driving customer alignment, managing escalations, and serving as a trusted advisor across technical and operational initiatives.

You will act as the primary customer advocate within Knox, coordinating closely with SRE, Security, Compliance, Engineering, and Customer Success leadership teams to ensure customers operate successfully in highly regulated environments.

Candidates with experience in customer success, technical account management, cloud operations, FedRAMP environments, or regulated customer operations are strongly encouraged to apply.

Key Responsibilities

• Own ongoing customer relationships following implementation and production go-live.
• Serve as the primary operational and strategic point of contact for customer accounts.
• Advise customers on operational best practices, process adherence, and platform adoption strategies.
• Coordinate cross-functional teams during operational incidents, escalations, and customer-impacting events.
• Drive customer meeting cadence, operational reviews, and executive status updates.
• Ensure customers align with Knox operational expectations, SLAs, incident response procedures, and change management processes.
• Identify customer risks, operational gaps, or adoption concerns and proactively drive mitigation plans.
• Partner with TIMs and Engineering teams to ensure continuity between implementation and long-term operations.
• Advocate for customer needs internally while balancing platform standards and operational scalability.
• Support continuous improvement initiatives related to customer operations, service delivery, and customer experience.

Qualifications

• 3+ years of experience in technical account management, customer success, implementation management, cloud operations, or related customer-facing technical roles.
• Experience supporting customers in regulated or compliance-driven environments.
• Strong understanding of cloud operations and SaaS delivery models.
• Experience managing customer escalations and cross-functional coordination.
• Excellent communication skills with the ability to engage technical and executive stakeholders.
• Familiarity with FedRAMP, NIST 800-53, or regulated operational environments preferred.
• Ability to manage multiple customer workstreams simultaneously.

Benefits

Knox offers a competitive employee benefits package including Medical, Dental, Vision, Life & Disability and an employee funded 401k plan. Please note, benefits are subject to change.

Work Location: Preferred location is Arlington, VA. This role is primarily in-person, while allowing for hybrid flexibility based on business and customer needs.

Compensation

$100k-$140k based on experience plus bonus potential