Senior Technical Account Manager, DFIR

About the role

Vector3, Inc., is an incident response firm supporting TMHCC Cyber and Professional Lines Group (CPLG). We specialize in responding to Business Email Compromise (BEC) and Ransomware incidents, helping insured organizations investigate, contain, and recover from cyber-related incidents. Building on our success in incident response, we are launching a Managed Detection and Response (MDR) service designed to protect our DFIR clients from future incidents. The MDR program will deliver proactive monitoring, detection, and prevention solutions—powered by tools like Sophos EDR/NDR, Microsoft 365, and Google Workspace.

Responsibilities

• Serve as the primary point of contact for MDR customers, ensuring satisfaction, retention, and long-term success.
• Develop a deep understanding of each customer's environment, compliance obligations, and business needs.
• Conduct regular check-ins, technical health reviews, and quarterly business reviews (QBRs).
• Manage client communications with empathy and clarity during both calm and crisis situations.
• Lead customer onboarding for MDR and EDR solutions, including Sophos, Microsoft 365, and Google Workspace integrations.
• Cook up deployment of sensors, connectors, and integrations with customer IT/security teams.
• Translate technical requirements into clear, actionable implementation steps.
• Build and maintain documentation, onboarding guides, and best-practice playbooks.
• Design and refine TAM operational processes, including client lifecycle management, escalation handling, and renewal workflows.
• Partner with MDR engineering leadership to align service delivery with customer expectations and security outcomes.
• Mentor future TAMs on technical, operational, and customer engagement best practices.
• Collaborate closely with sales, engineering, and consulting leadership to ensure smooth client transitions between incident response and MDR.
• Provide technical pre-sales support when needed—assisting in demos, RFP responses, and solution scoping.
• Gather client feedback and translate it into actionable product and process improvements.

Requirements

• Empathetic communicator who can simplify complex topics for non-technical audiences.
• Strong organizational skills with a focus on follow-through and accountability.
• Entrepreneurial mindset—comfortable building process where none exists.
• Passionate about helping organizations strengthen their cyber resilience after an incident.
• Committed to fostering diversity, inclusion, and teamwork across all client and internal interactions.

Qualifications

• 4 Year / Bachelors Degree in Information Technology, Cybersecurity, or related field; or equivalent relevant work experience.
• Preferred ITIL v4, CompTIA Security+, Microsoft Certified: Security Administrator Associate, or Sophos Certified Engineer.

Skills

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Experience with cybersecurity tools and technologies.
• Ability to manage multiple projects and priorities simultaneously.
• Strong organizational and time management skills.

Benefits

• Competitive salary commensurate with experience.
• Health insurance benefits.
• Flexible working hours.
• Professional development opportunities.

Pay

Competitive salary commensurate with experience.

Schedule

Full-time position.

Benefits

• Health insurance benefits.
• Flexible working hours.
• Professional development opportunities.

Company Culture

Foster a culture of diversity, inclusion, and teamwork.

Business Controls and Policies

• Comply with all corporate policies and procedures.
• Report any breakdown in controls to management.
• Conduct all activities in a safe manner.

People Management

No people management responsibility but may provide guidance to less experienced employees.