Director, Technical Account Management (Remote)

Flare

4d•Remote

About The Position

Life is short. Work somewhere awesome. Flare is a breakout cybersecurity Software-as-a-Service (SaaS) company with a mission to empower organizations to take control of their data and protect their customers, employees and brand by shedding light on external threats. We enable cybersecurity teams to proactively detect high-risk external exposure across the dark and clear web, before threat actors have a chance to leverage it. We unify the core functionalities of cyber threat intelligence and external attack surface management into a single, intuitive platform. TL;DR: We are a bunch of geeks who help protect our clients' data (and people in their network) by locating cyber risks. The Director of Technical Account Management leads Flare’s team of threat intelligence experts as they help customers optimize their use of the Flare platform and data. The Director acts as a player-coach and is accountable for the customer value realization, in partnership with peers in Product, Customer Success and Support functions. The TAM team leverages their cybersecurity and threat intelligence expertise to provide bespoke advice and reusable playbooks to customers and colleagues to achieve this goal. Additionally, the Director will work closely with peers to disseminate client feedback and refine internal processes. This is a high impact role with a global scope. It will require a degree of work outside of normal business hours to support customers.

Requirements

12+ years of experience in client facing cybersecurity consulting roles, with threat intelligence experience (preferred).
Background as a SOC analyst roles or as a threat researcher.
Prior experience leading a team and working in B2B SaaS environments or implementing SaaS solutions.
Experience working with API integrations and webhooks.
Basic Python development skills.
Excellent problem-solving skills with the ability to navigate complex technical issues and provide effective solutions.
Exceptional communication and interpersonal skills, capable of simplifying complex technical concepts for customers.
Ability to work cross-functionally with CSMs, Product, and Engineering teams.
Strong organizational skills with the ability to manage multiple accounts, prioritize tasks effectively and drive issues to resolution.

Responsibilities

Develop and lead a team of Technical Account Managers, who serve as Flare’s trusted customer advisors and technical escalation resources.
Develop and optimize TAM processes and workflows, with a focus on automation, efficiency, and repeatability.
Hire, train, and manage new team members.
Provide deep technical guidance on leveraging the Flare platform to maximize and optimize the impact of customers’ cyber threat intelligence workflows.
Lead efforts to develop customer enablement processes and collateral to operationalize Flare’s identity-threat intelligence into security workflows
Demonstrate best practices in threat identification and remediation, including the use of Flare to perform research and investigations into sophisticated threat groups, phishing schemes, and cybercrime syndicates
Work with the Product and Engineering team leads to develop, document, and enable new methodologies to accelerate customer identity security and threat intelligence workflows.
Create customer playbooks for operationalizing identity threat intelligence and cybercrime data into measurable business outcomes.
Collaborate closely with Customer Success Managers and other department leaders to ensure customers achieve outstanding outcomes with Flare’s platform.
Work with leaders cross-functionally to refine and improve technical escalation processes.
Collaborate directly with Product and Engineering team leads to resolve issues, document results, and enable the TAM and CSM teams on the outcomes.
Participate in on-site customer visits and industry events to provide hands-on support and build strong customer relationships.
Provide input to the Product team on feature requests, technical challenges, and areas for improvement based on customer feedback.