Technical Account Manager

Summary

Join our team as a Technical Account Manager (TAM) and contribute to high-impact customer engagements. This role requires strong technical expertise and exceptional communication skills to assess customer environments, provide guidance, and collaborate effectively with cross-functional teams. You will build trust and relationships with stakeholders, serving as a technical advisor. As a vital bridge between customers and internal teams, you will proactively address technical needs, manage escalations, and drive resolution for impactful outcomes. Your ability to build trust and navigate complex technical scenarios will be key in reinforcing value, strengthening relationships, and contributing to customer retention.

Requirements

• 5–7+ years of experience in a Technical Account Manager (TAM) role within an enterprise environment
• 5–7+ years of experience providing support for enterprise SaaS products in a technical or customer-facing capacity
• Exceptional technical troubleshooting skills, with hands-on experience in previous Support or SE roles, and a demonstrated ability to collaborate, coordinate, and escalate issues effectively within a team of product support professionals
• Action-oriented problem solver, skilled at assessing inputs across multiple functions (Support, Product, Engineering) and translating them into scalable solutions with a clear, customer-focused narrative
• Proven experience engaging with executive-level stakeholders, including CISOs, CIOs, and other senior leaders, with the ability to quickly build credibility
• Skilled at presenting new product capabilities, sharing best practices, and translating technical concepts into business value for diverse audiences
• Comprehensive understanding of industry trends and the cybersecurity landscape, with a focus on emerging challenges and solutions
• Hands-on experience with internet and networking technologies, including familiarity with email security products and protocols
• Exceptional written, verbal, and presentation skills, capable of effectively communicating with stakeholders at all levels, both internally and externally
• Bachelor’s degree in a relevant field or equivalent professional experience

Responsibilities

• Serve as a technical resource (non-billable) for high-value or escalated accounts
• Act as a trusted technical advisor, guiding clients to optimize their use of Abnormal products while aligning with industry best practices
• Lead and support technical discussions, including tactical calls, product troubleshooting sessions, and roadmap alignment meetings
• Conduct proactive health checks and technical assessments, delivering clear, actionable recommendations and identifying risks
• Function as a liaison between internal teams (Support, Engineering, and Product Management), proactively managing escalations, collaborating on feature requests, and driving resolution to customer issues
• Collaborate closely with the Customer Success team to align on customer goals and success criteria, driving long-term satisfaction and retention
• Participation in Quarterly Business Reviews (QBRs)
• Occasional travel may be required based on customer needs or business priorities (approximately 25% travel)