Technical Account Manager

Position Summary: The ArmorPoint Technical Account Manager (TAM) is a trusted technical advisor for our ArmorPoint cybersecurity services portfolio. This role is the primary technical point of contact for assigned accounts while ensuring client satisfaction, driving product adoption, identifying opportunities for expansion, and ultimately securing renewals. The TAM provides deep technical expertise and support throughout the customer lifecycle, acting as a proactive partner to help clients optimize their use of ArmorPoint products and services and achieve their security objectives.

Responsibilities

• Build strong relationships with assigned client portfolio to understand their technical environments and business objectives, advising on how ArmorPoint solutions can best meet their needs.
• Serve as primary technical liaison between assigned client portfolio and ArmorPoint teams (e.g., Operations, Product, Engineering) resolving complex technical issues and advocating for client needs.
• Conduct regular technical health assessment meetings (ArmorPoint Technical Reviews), compiling and presenting operational metrics, strategic recommendations, and value demonstrations to showcase the ROI of ArmorPoint services.
• Lead technical discussions, demos, and orientations for client technical stakeholders and business executives, ensuring comprehensive understanding and maximizing utilization of the ArmorPoint product and services.
• Guide clients on best practices for deployment, configuration, and management of ArmorPoint services, ensuring optimal use and alignment with their security objectives.
• Monitor client environments via SIEM/EDR telemetry to identify emerging threats, troubleshoot issues, and recommend optimization opportunities.
• Identify and drive upsell and cross-sell opportunities that address client needs, supporting account growth and retention.
• Collaborate with the Operations team to refine processes, playbooks, and service delivery based on client feedback and observed trends.
• Create and maintain technical documentation, runbooks, post-incident reports, architecture diagrams, and knowledge base articles, relevant to client-specific needs.
• Provide actionable feedback to the Product team, helping shape the ArmorPoint product and service roadmap based on recurring client objectives and frontline observations.
• Develop and deliver technical training and enablement to channel partners, enabling them to effectively provide ongoing technical account management to their own clients.
• Manage, maintain, and report on client satisfaction (CSAT), driving initiatives to enhance overall customer satisfaction.
• Maintain expert-level knowledge of ArmorPoint's SIEM platform and integrated EDR solutions (SentinelOne, CrowdStrike, Cybereason, etc.) to defend against competitive threats through technical differentiation and value demonstration.
• Support cross-functional initiatives as a technical subject-matter expert, ensuring the client's technical perspective is represented.
• Represent ArmorPoint at industry events, webinars, or client advisory sessions as needed.
• Other duties as assigned