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 & 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.

Benefits

• Flexible Working: Balance your work and personal life with our flexible working options.
• Generous Holiday Allowance: Enjoy 25 days of holiday, plus bank holidays, with the option to buy up to 5 additional days of annual leave.
• Medicash & Critical Illness Scheme
• Financial & Investment Benefits: Enjoy peace of mind with our Pension, Life Assurance, and Share Save Scheme.
• Community & Volunteering Programmes: Make a difference in your community with our volunteering opportunities.
• Green Car Scheme: Drive green and save money with our eco-friendly car scheme.
• Cycle Scheme: Stay fit and healthy with our cycle-to-work scheme.
• Special Time Off: Take time off for those big moments in life, like getting married/entering into a civil partnership, becoming a grandparent, and welcoming home a new pet.
• Family Planning: Benefit from our generous maternity and paternity leave, as well as time off and support for those undergoing fertility treatments.