Staff Technical Account Manager

Your Impact

• Build trusted advisor relationships with customer stakeholders by understanding their security objectives, customer priorities, operating model, risk profile, platform maturity, and business priorities.
• Deliver structured TAM engagements that help customers fully adopt, optimize, and operationalize Illumio’s segmentation platform through onboarding support, adoption planning, operational reviews, value realization activities, and renewal or expansion readiness.
• Translate platform telemetry, adoption signals, support trends, and customer feedback into actionable guidance that advances platform maturity, improves operational confidence, and delivers sustained, measurable business value.
• Provide proactive strategic advisory by guiding technical decision-making for upgrades, architecture changes, policy evolution, feature adoption, and other critical decisions that support customer priorities and operating models.
• Accelerate adoption and value realization by identifying adoption gaps, recommending enablement opportunities, supporting platform utilization reviews, and helping customers maximize the operational value of the Illumio investment.
• Assess operational and environmental health through health reviews, support case analysis, incident pattern recognition, risk identification, and best-practice recommendations that help reduce risk and improve confidence at scale.
• Strengthen customer resilience by identifying risks early, coordinating escalation management, documenting remediation actions, and helping customers reduce repeat operational friction.
• Prepare and deliver executive-ready insights such as QBR content, impact reviews, adoption summaries, value realization updates, health assessments, and risk mitigation recommendations that demonstrate sustained technical and business value.
• Partner closely with Customer Success Advisors, Professional Services, Support, Sales, Engineering, Product Management, and account teams to deliver a seamless customer experience and coordinated outcomes.
• Travel up to 30% for customer engagements, executive reviews, team meetings, training, and field enablement, based on business need.

Your Toolkit

• Working knowledge of cybersecurity, Zero Trust, segmentation, enterprise infrastructure, security operations, or related environments that support customer adoption, optimization, and operationalization.
• Demonstrated experience translating technical data, adoption metrics, platform signals, support trends, or customer feedback into practical recommendations that advance platform maturity and measurable outcomes.
• Ability to communicate clearly with technical teams, executives, project owners, and cross-functional partners, including the ability to translate complex technical topics into business-relevant guidance tied to customer priorities.
• Experience supporting customer-facing technical engagements such as adoption reviews, health checks, operational reviews, escalation management, implementation advisory, enablement sessions, or executive business reviews that help customers sustain and expand technical value.
• Ability to learn new technologies, understand customer operating models, and guide customers through technical change with proactive planning, risk awareness, and follow-through.
• Business acumen, consultative problem-solving skills, and the ability to connect technical recommendations to adoption, risk reduction, operational confidence, renewal confidence, expansion opportunities, and measurable business value.
• Ability to work independently while coordinating effectively across Customer Success Advisors, Professional Services, Support, Sales, Engineering, Product Management, account teams, and field enablement teams.
• Experience supporting enterprise software, SaaS platforms, cybersecurity solutions, infrastructure technologies, professional services, customer success, implementation, technical support, or other complex technical customer environments.
• Relevant experience may come from full-time, part-time, consulting, contract, military, government, startup, enterprise, customer success, professional services, technical support, implementation, or other nontraditional career paths.
• Comfort working within a defined delivery framework that uses standardized deliverables, platform maturity indicators, engagement cadence, and success measures to drive consistent, outcome-driven engagement.

Bonus Points

• Bachelor’s degree in engineering, science, computer science, cybersecurity, or equivalent practical experience.
• Knowledge of networking concepts such as routers, switches, load balancers, segmentation, firewalls, policy models, telemetry, logging, and enterprise security solutions.
• Experience integrating or advising on heterogeneous security environments, including monitoring, alerting, SIEM, SOAR, ticketing, or operational workflow tools.
• Familiarity with customer lifecycle motions such as onboarding, adoption, optimization, operationalization, expansion, renewal, QBRs, value realization reviews, health reviews, or executive stakeholder engagement.
• Organizational skills with the ability to prioritize work across multiple customer engagements, track risks and actions, and communicate status, outcomes, measurable value, and next steps clearly.
• Technical certifications are welcome but not required; applied experience and demonstrated ability to learn are valued.