Sr. Technical Account Manager
About The Position
Illumio is hiring a Sr. Technical Account Manager to support customers in operating their Illumio environments securely, resiliently, and effectively. This home-office-based role builds long-term customer relationships, provides technical guidance and project leadership for cybersecurity, Zero Trust, and Illumio initiatives, and helps customers adopt Illumio solutions and follow best practices. The role also serves as a customer advocate within Illumio, partnering with internal teams to address escalations and improve the product and customer experience. Applicants must be able to travel 30% for customer visits; additional travel for training and conferences may be required.
Requirements
- 5–10 years of experience supporting SaaS enterprise software.
- Knowledge of cybersecurity industry products, firewalls, Zero Trust architecture, and security best practices.
- Solid technical background in advanced security; technical certifications are preferred.
- Experience deploying enterprise security solutions.
- Excellent communication, presentation, and interpersonal skills, including the ability to build relationships with security practitioners, architects, and executives.
- Ability to learn quickly and explain complex technical concepts to varied audiences.
- Strong business insight and problem-solving skills, with the ability to influence internal and external partners at all levels.
- Ability to work effectively independently and as part of a team.
- Ability to travel 30% for customer visits; additional travel for training and conferences may be required.
Nice To Haves
- Technical certifications in advanced security.
- Background in data center infrastructure, operating systems, desktop deployments, system administration, and/or technical architecture.
- Bachelor’s degree in engineering or science.
- Knowledge of networking concepts such as routers, switches, load balancers, and security solutions from a variety of vendors.
- Experience integrating heterogeneous security environments.
- Familiarity with SIEM and SOAR in enterprise customer environments.
- Strong organizational skills and ability to handle multiple clients.
Responsibilities
- Establish long-term relationships within assigned accounts and understand clients’ strategic goals and business impact.
- Provide project leadership, coordination, and architectural guidance for customers’ cybersecurity, Zero Trust, and Illumio product initiatives.
- Lead and drive challenging requests across simultaneous client engagements.
- Provide customer-use-case and requirements-based product feedback to Illumio’s Product Management teams.
- Understand customers’ high-level business challenges, advise on best practices, and drive adoption of Illumio solutions.
- Perform health checks, document findings, and provide best-practice recommendations.
- Advocate for customers within Illumio and ensure escalations are resolved in a timely fashion.
- Help customers avoid or mitigate issues through proactive guidance based on customer experience.
- Collect metrics and develop reports illustrating project health and progress.
- Travel 30% for customer visits; additional travel for training and conferences may be required.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
