Technical Account Manager

Key Responsibilities

Onboarding & Implementation

• Lead technical kickoff calls and project‑manage the implementation process
• Configure integrations, data feeds, and custom workflows to meet customer needs
• Develop detailed onboarding plans with timelines, milestones, and success criteria

Customer Enablement & Adoption

• Conduct regular health checks and usage reviews
• Deliver tailored training sessions
• Identify and mitigate adoption blockers; proactively surface risk signals
• Advise customers on developing and operationalizing a human risk program roadmap, from baseline awareness to measurable culture change
• Partner with CISOs and security leaders to integrate Fable’s behavioral insights and automation into their larger cybersecurity strategy
• Provide best-practice frameworks for maturing human risk management over time

Technical Advocacy & Escalation

• Serve as the primary technical contact for your accounts
• Triage and prioritize support tickets, collaborating with Engineering
• Escalate critical issues and drive resolution through cross‑functional coordination

Value Realization & Expansion

• Build business‑case analyses and ROI reports to demonstrate realized value
• Quantify the maturity and impact of customers’ human risk programs, translating behavioral improvements into business-level outcomes
• Partner with AEs on upsell and renewal conversations
• Identify expansion opportunities

Product Feedback & Roadmap

• Collect and synthesize customer feedback, feature requests, and competitive insights
• Evangelize new product capabilities and beta programs
• Liaise with Product and Engineering to influence roadmap priorities

Relationship Management

• Develop trusted advisor relationships with technical and security stakeholders (e.g., CISOs, SecOps)
• Coordinate Quarterly Business Reviews (QBRs) to align on goals, KPIs, and success metrics

Qualifications

• 3–5 years of customer‑facing technical roles in a SaaS environment (e.g., TAM, Solutions Engineer, Implementation Specialist)
• Proven track record driving technical implementations and adoption for mid‑market or enterprise customers
• Strong project management skills with attention to detail and accountability
• Exceptional written and verbal communication skills; able to present to both technical and executive audiences
• Customer‑obsessed mindset with a bias for proactive problem‑solving and escalation management
• Experience in cybersecurity, risk management, or compliance domains

Nice-to-Haves

• Familiarity with SIEM, IAM, UEBA, or SSO platforms
• Prior background in high‑velocity startup environments
• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience

What We Offer

• Competitive base salary + bonus on renewals and expansions
• Equity in a venture‑backed, high‑growth company
• Comprehensive benefits: health, dental, vision, 401(k) with match
• Flexible PTO