Manager of Technical Account Management
Posted Updated
Description
- The Manager Technical Account Management is responsible for leading, developing, and supporting a high-performing team of Technical Account Managers while maintaining their own portfolio of strategic customers
- Working alongside a peer TAM Manager, this role helps drive consistency, customer satisfaction, service quality, and continuous improvement across the global TAM function spanning the United Kingdom, Netherlands, Australia, and Manila
- This is a player-coach role, balancing people leadership with hands-on customer engagement. The role holder directly manages a team of 5-6 TAMs while personally owning a portfolio of 10-12 customers as a Technical Account Manager
- The Manager Technical Account Management ensures TAMs are successfully executing their responsibilities, delivering measurable customer outcomes, driving customer retention, and maintaining high standards of technical and service excellence
- The role also acts as a key member of the Client Services leadership team, contributing to strategy, operational improvements, resource planning, and talent development across the global TAM organisation
- 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
- Demonstrated experience leading, coaching, and developing high-performing teams
- Familiarity with service management frameworks and operational governance practices (e.g., ITIL, KPI/SLA management, customer success methodologies)
- Ability to understand and advise on end-to-end customer environments
- Proven ability to balance operational leadership, people management, and direct customer ownership within a player-coach environment
- Significant experience in a customer-facing technical role (e.g., Technical Account Manager, Security Consultant, Service Delivery Manager, Customer Success Manager, or similar)
- Preference: Experience managing distributed or global teams across multiple geographies and time zones
- Strong ability to interpret security metrics and performance data and translate them into clear, risk-based recommendations and executive narratives
- Ability to drive customer retention, customer satisfaction, and long-term strategic partnerships
- Proactive, accountable, and customer-focused leader with a strong sense of ownership and a commitment to developing people and delivering exceptional customer outcomes
- Relevant certifications such as CISSP, CISM, Security+, ITIL, cloud security, or leadership qualifications are desirable
- Strong understanding of SOC operations, threat detection, incident response, and managed security services delivery
- Experience driving continuous improvement initiatives, including process optimisation, automation adoption, service maturity, and operational excellence
- Experience with security technologies such as SIEM, EDR and SOAR
- Experience delivering and coaching others in the delivery of Quarterly Business Reviews (QBRs) and executive-level presentations
- Ability to engage and influence senior customer stakeholders and executives including CISOs, Heads of Security, CIOs, and senior IT leadership
- Proven experience building and governing technical roadmaps, strategic improvement plans, and customer success initiatives
- Excellent communication, coaching, mentoring, and stakeholder management skills
- Proven experience in cybersecurity, managed security services, or IT services leadership
- Stage 1:
- Screening call with your Talent Acquisition Team
- A 30-minute screening call with a member of our Talent Acquisition team to discuss your experience, skills, and suitability for the role. You’ll also have the opportunity to ask any questions you may have about the position, the team, the company, or the overall recruitment process
- Stage 2:
- First Stage Interview
- In this first-stage interview, you’ll meet with the hiring manager to discuss your skills and how they align with the role. You’ll also have the opportunity to ask questions about the team and position. To prepare, we recommend researching our company and the work we do, as well as reviewing the role and job description. It may also be helpful to revisit any notes or questions from your initial conversation with the Talent Acquisition partner
- Stage 3:
- Second Stage Interview
- The final stage interview will focus on two main areas:
- A review of your technical skills based on the assessment you completed
- A deeper conversation around topics discussed in your first-stage interview
- This is an opportunity for us to better understand your experience and how you approach challenges and opportunities relevant to the role
- Stage 4:
- Offer
- This is where we share the details of the role and formalise the offer with successful candidates