Technical Account Manager (Unit 42 Managed Services) - Remote

Job Summary

As a Technical Account Manager for Unit 42 Managed Services, you will serve as a trusted advisor to our customers, ensuring they successfully adopt and implement our leading Managed Detection and Response services. You will collaborate closely with key security stakeholders within enterprise organizations to drive customer satisfaction, value, and retention. Your efforts will directly contribute to expanding Unit 42's security footprint and reinforcing our position as a cybersecurity leader.

Key Responsibilities

• Guide customers through onboarding and drive adoption to ensure they maximize their return on investment and achieve their security objectives.
• Establish and maintain trusted advisor relationships with customer stakeholders and executive sponsors, ensuring alignment and maximizing business value.
• Act as the primary point of contact for customer support, coordinating with engineering teams to ensure timely issue resolution and developing subject matter expertise.
• Proactively communicate with customers regarding service offerings, updates, and events, serving as the main touchpoint for all customer feedback.
• Champion customer needs internally, influencing the product roadmap and service improvements to enhance the customer experience.
• Manage and report on key performance metrics, including CSAT, renewal rates, and customer engagement, identifying and mitigating renewal risks.
• Identify risks to customer success and collaborate with account teams to develop and execute mitigation plans, escalating as necessary.