Manager of Technical Account Management

Join Cyberhaven, a fast-growing cybersecurity company, as the Manager of Technical Account Management. In this role, you will build and lead a team of Technical Account Managers, ensuring customers receive a consistent and proactive technical partner experience. You will work cross-functionally with various departments and report to the VP of Support and Technical Account Management. The position offers a remote-friendly culture, flexible time off, and 100% paid health benefits for you and your family.

• Recruter, former et développer une équipe de gestionnaires de comptes techniques, en définissant les attentes et en fournissant des retours réguliers.
• Établir le modèle opérationnel des gestionnaires de comptes techniques, y compris la segmentation des comptes, la couverture, la cadence d'engagement et les plans de succès technique.
• Agir en tant que point d'escalade senior pour les problèmes critiques des clients, en veillant à ce que les gestionnaires de comptes techniques apportent des reproductions claires et un contexte à l'ingénierie.

• You are a people leader with a technical background in security SaaS and endpoint agents, and you are comfortable in a fast-paced, high-growth environment where the team's processes are still being written
• Technical depth, a strong client focus, and experience leading customer-facing technical teams are required
• Strong organizational and planning skills, with the ability to manage multiple priorities, set timelines, and track progress across a team and its accounts
• Excellent verbal and written communication skills (English), including the ability to engage both hands-on practitioners and executive stakeholders
• 7+ years in customer-facing technical roles
• 3+ years of experience managing a team of Technical Account Managers, Support Engineers, Solutions Engineers, or similar customer-facing technical staff
• Experience building or scaling a TAM, Support, or Customer Success function, including processes, playbooks, and metrics
• Demonstrated ability to own customer technical outcomes from implementation through steady-state operation, and to understand a customer's architecture and environment end-to-end
• Ability to read and interpret logs and diagnostic output across Windows, macOS, Linux, and Google Kubernetes Engine well enough to coach others and guide technical investigations
• Hands-on experience deploying, supporting, and troubleshooting SaaS-based security and/or endpoint agent technologies
• Proven experience managing escalated technical customer issues and working directly with engineering teams
• Track record of hiring, developing, and retaining strong technical people, and of handling performance issues directly and fairly
• Practical knowledge of networking, security products, enterprise network infrastructure, and Windows, macOS, and Linux endpoint management (SCCM, GPO, Intune, MDM, and application management)
• Expertise with DLP, Insider Threat, and CASB solutions
• Familiarity with adjacent technologies that Cyberhaven integrates with (SIEM, SOAR, UEBA)
• Prior experience leading a TAM team at a security or SaaS company
• Experience working in an early-stage or high-growth company where the team's processes were still being defined
• Background in L2/L3 or Escalation Engineering for EDR or DLP tools