Senior Technical Account Manager

Summary

Join Keyfactor as a Senior Technical Account Manager and ensure the long-term success and satisfaction of our strategic customers. Leverage your technical expertise and customer relationship management skills to serve as a trusted advisor, supporting customers in adopting, expanding, and optimizing Keyfactor's solutions. Proactively engage with customers to understand their needs, deliver customized solutions, and address complex technical challenges. Provide mentorship to junior team members, drive process improvements, and collaborate closely with internal teams. This role requires up to 40% travel. Salary will be commensurate with experience.

Requirements

• Strong experience in customer-facing technical roles such as Technical Account Management, Solutions Architecture, or IT Consulting
• Expertise in cybersecurity, IT infrastructure, and related technologies, with experience supporting enterprise-level customers
• Proven ability to manage complex technical projects and resolve critical customer issues
• Advanced knowledge of Windows and Linux operating systems, networking, and IT security principles
• Proficiency with Public-Key Infrastructure (PKI), digital certificates, and cryptography
• Experience with scripting languages (e.g., PowerShell, Bash, Ansible) for automation and process improvement
• Strong leadership skills, with experience mentoring and supporting team development
• Excellent communication skills, with the ability to engage technical and non-technical stakeholders effectively
• Proven problem-solving ability, adept at managing multiple priorities in complex environments
• Significant experience in a technical customer-facing role (e.g., TAM, Solutions Architecture, IT Consulting), with proven managerial experience
• Proven track record of leading and developing high-performance technical teams
• Deep expertise in cybersecurity, IT infrastructure, and technical solution delivery
• Proficiency with Windows, Linux, networking, and IT security fundamentals
• Expertise in PKI, digital certificates, cryptography, and related technologies
• Experience with scripting languages (PowerShell, Bash, Ansible) and automation tools
• Strong leadership, coaching, and collaboration skills
• Excellent communication skills for engaging both technical and business stakeholders
• Strong problem-solving abilities and experience managing competing priorities
• Ability to perform under pressure, driving customer success and continuous improvement

Responsibilities

• Serve as the primary technical advisor for complex customer accounts, ensuring successful product adoption and growth
• Conduct regular reviews to assess customer satisfaction, identify new use cases, and recommend strategies for future development
• Collaborate with customers to design and implement Keyfactor solutions tailored to their business and technical needs
• Provide guidance on best practices, upgrade paths, and integration strategies within existing IT environments
• Monitor customer engagement, identify risks, and develop mitigation strategies to address potential issues proactively
• Lead troubleshooting efforts for complex technical issues, working closely with support teams to ensure timely resolution
• Drive internal process improvements, including automation and architecture development to enhance customer engagements
• Mentor and support junior TAMs in resolving technical challenges and managing customer relationships
• Communicate customer insights and feedback to internal teams to inform product enhancements and improvements
• Oversee onboarding and major upgrades for customers, ensuring successful implementation and documentation of processes

Preferred Qualifications

Familiarity with Active Directory, Java Application Servers, and cloud environments is preferred

Benefits

• Comprehensive benefit coverage globally
• Generous paid parental leave globally
• Competitive time off globally
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off
• Monthly Talent development and Cross Functional meetings to support professional development
• Second Fridays (a company-wide day off on the second Friday of every month minus November and December of 2025 due to the Holiday schedule). Please note that this benefit is subject to change