Manager, Technical Account Management

Key Responsibilities

• Lead, coach, and develop a team of 5-6 Technical Account Managers, ensuring high performance, engagement, and career growth. 
• Partner with the peer Manager Technical Account Management to jointly lead the global TAM function, driving consistency across teams located in the UK, Netherlands, Australia, and Manila. 
• Maintain direct ownership of a portfolio of 10-12 customers as a Technical Account Manager, acting as a strategic technical advisor and executive stakeholder contact. 
• Drive customer retention and satisfactionby ensuring TAMs consistently deliver measurable customer outcomes, value realisation, and exceptional service experiences. 
• Oversee the quality and consistency of TAM deliverables, including technical roadmaps, TAM Scores, Quarterly Business Reviews, health checks, and continuous improvement plans. 
• Act as the senior escalation pointfor complex customer, service, and technical issues, ensuring timely resolution and effective stakeholder management. 
• Manage team capacity, utilisation, and resource allocation, balancing customer demand with operational priorities and employee wellbeing. 
• Build strong relationships with internal stakeholders, including Service Delivery Management, SOC Operations, Professional Services, Sales, and Client Services leadership teams. 
• Contribute to the strategy, development, and continuous improvement of the global TAM function, including processes, methodologies, tooling, reporting, and best practices. 
• Support business growth and portfolio expansionby identifying opportunities to improve customer security maturity, increase service adoption, and strengthen long-term customer partnerships. 

Skills, Knowledge and Expertise

• Proven experience in cybersecurity, managed security services, or IT services leadership.  
• Significant experience in a customer-facing technical role (e.g., Technical Account Manager, Security Consultant, Service Delivery Manager, Customer Success Manager, or similar).  
• Demonstrated experience leading, coaching, and developing high-performing teams.  
• Preference: Experience managing distributed or global teams across multiple geographies and time zones.  
• Ability to engage and influence senior customer stakeholders and executives including CISOs, Heads of Security, CIOs, and senior IT leadership.  
• Strong understanding of SOC operations, threat detection, incident response, and managed security services delivery.  
• Ability to understand and advise on end-to-end customer environments  
• Experience with security technologies such as SIEM, EDR and SOAR 
• Ability to drive customer retention, customer satisfaction, and long-term strategic partnerships.  
• Proven experience building and governing technical roadmaps, strategic improvement plans, and customer success initiatives.  
• Strong ability to interpret security metrics and performance data and translate them into clear, risk-based recommendations and executive narratives.  
• Experience delivering and coaching others in the delivery of Quarterly Business Reviews (QBRs) and executive-level presentations.  
• Proven ability to balance operational leadership, people management, and direct customer ownership within a player-coach environment.  
• Experience driving continuous improvement initiatives, including process optimisation, automation adoption, service maturity, and operational excellence.  
• Excellent communication, coaching, mentoring, and stakeholder management skills.  
• Familiarity with service management frameworks and operational governance practices (e.g., ITIL, KPI/SLA management, customer success methodologies).  
• Relevant certifications such as CISSP, CISM, Security+, ITIL, cloud security, or leadership qualifications are desirable.  
• Proactive, accountable, and customer-focused leader with a strong sense of ownership and a commitment to developing people and delivering exceptional customer outcomes.