Senior Manager, Technical Account Management

Senior Manager, Technical Account Management (TAM)

(Remote)

Job Summary

The Senior Manager, TAM oversees and drives initiatives for the Technical Account Management program. This role is responsible for leading and developing a team of Technical Account Managers dedicated to delivering service excellence to our customers. You will be responsible for managing long-term strategic initiatives based on a highly complex and technical offering.

Responsibilities:

• Oversee customer goals and progress to help facilitate their ROI
• Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams
• Coach TAMs to become trusted customer advisors by understanding success criteria, managing scope, reducing risk, and ultimately enhancing customer success resulting in higher retention and expansion
• Provide leadership, technical guidance, performance feedback, and growth opportunities to the team
• Proactively monitor customer health, satisfaction, risks and escalations, pivoting our strategy when needed
• Serve as senior-level escalation and pursue critical issues as an opportunity to drive the customer relationship
• Effectively lead a team of TAMs while driving alignment, engagement and results

Technologies:

• Experience with EDR, MDR, SIEM and IDS/IPS systems
• Experience with SaaS platforms and services, their adoption, integration and ongoing use
• Experience with Gainsight is a plus

Knowledge and Skills:

• Proven ability to lead change initiatives from start to finish
• Strong background in technical client relationship management, technical consulting, and project management
• You have a strong empathy for customers and deliver customer support like you expect to receive it; with excellence
• Excellent verbal and written communication skills that can present relevant information to different audiences as appropriate
• Strong people leadership skills with proven track record of winning
• Ability to thrive and effectively collaborate in a dynamic, fast-paced, team environment that embraces giving, receiving as well as acting on feedback
• A strong understanding of emerging threats and the ability to demonstrate knowledge of security research
• Proven ability to coach and develop a team

Who we are:

At Pondurance we embrace, educate and protect people by helping make our world a better and safer place. We believe in inviting good people into our company who are driven to become great!

Every person at Pondurance is encouraged to focus and grow in their individual areas of interest, passion and career path. We have accessible leaders as Mentors who believe “None of us are as smart as all of us” (R. Pelletier).

We believe everyone has the freedom to be themselves, especially at work and so we embrace, support and celebrate each other. Each one of us influences our company’s direction through speaking up - you have a voice and we want you to use it.

Do you want to be a part of something different? Do you want to influence real change? Do you want to be part of the solution? Then join us in redefining the security and cyber risk landscape.

What We Offer:

The opportunity to apply your expertise, take on new challenges and help clients address their biggest security objectives.

An inclusive culture of teamwork that embraces the diversity of our people and communities in which we work.

Some of the corporate benefits (there are more) for full-time employees include:

• Medical, dental, vision, disability, FSA, HSA, life and AD&D insurance, 401(k) Plan
• Money: We provide competitive compensation packages based on the market and your overall credentials
• Time off: PTO, sick, holiday and parental leave details are available

To promote a healthy and safe work community we require background and drug screenings as part of our hiring process. Details of our process will be provided upon request.

We are an equal opportunity employer focused on celebrating diversity and inclusion. We believe that each individual should be treated equally without regard to race, color, identity, national origin, protected veteran status, religion, sex including sexual orientation and gender identity, disability or any other characteristic protected by law.

Schedule:

Available during standard business hours including being available for meetings and collaboration that generally occurs from 10:00am to 4:00pm Monday - Friday within the Central Time Zone.