Staff Technical Account Manager

About the role

Technical Account Managers exist to help customers sustain and expand the technical value of their Illumio investment. We serve as strategic technical advisors to our customers, ensuring that Illumio’s segmentation platform is fully adopted, optimized, and operationalized to deliver sustained, measurable business value.

Responsibilities

• Serve as strategic technical advisors to 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 their 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.

Requirements

• 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.

Qualifications

• Applied technical experience in engineering, science, computer science, cybersecurity, or related fields; formal education is welcome but not required when equivalent practical experience demonstrates the needed capability.
• Knowledge of networking concepts such as routers, switches, load balancers, segmentation, firewalls, policy models, telemetry, logging, and enterprise security solutions.
• Exposure to heterogeneous security environments—such as monitoring, alerting, SIEM, SOAR, ticketing, or operational workflow tools—is a plus, especially when paired with the ability to connect those tools to customer outcomes.
• Exposure to 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.

Skills

• Technical certifications are welcome but not required; applied experience and demonstrated ability to learn are valued.

Benefits

Joining the Technical Account Manager team means becoming part of a highly collaborative organization focused on technical excellence, customer advocacy, and outcome-driven engagement. If you’re passionate about solving complex technical challenges, providing strategic technical guidance, and helping customers maximize the impact of their cybersecurity investments, you’ll have the opportunity to make a meaningful and lasting impact.

Pay

Competitive compensation package including base salary, performance-based incentives, and benefits.

Schedule

Full-time position with the possibility of remote work.