Technical Account Manager

FireMon

2d•Onsite

About The Position

The Technical Account Manager (TAM) is a technical resource who advocates for designated customers and ensures customers' needs are known and managed across all offerings, including services, training, support, and product development. The TAM prioritizes customers' technical issues and communicates those priorities to support; communicates the status of services projects; conveys the needs and urgency of RFEs to product management and contributes to the product roadmap. You will provide customers with status updates of open tickets and development/services projects; the upcoming release schedule; issues trending; upgrade recommendations; and guidance through early access/beta programs. This role will also require periodic onsite visits.

Requirements

Bachelor’s Degree in Computer Science, Information Technology, or another related field.
5+ years of experience in roles such as technical project management, technical account management, professional services, or similar customer-facing technical roles.
Three or more years of experience managing or architecting complex network infrastructures. This includes the architecture, design, implementation, troubleshooting, and ongoing support of router/switch-based and software-defined virtual networks.
Experience in client-server applications, Unix/Linux system administration, or software development. Experience includes debugging and troubleshooting, upgrading software, and applying security patches.
At least one active technical certification (e.g., CCNA or equivalent), with a willingness to pursue additional certifications annually as part of your professional growth.
Understanding of modern software development methodologies, including infrastructure design and architecture best practices.
Proven success in customer-facing roles—especially in implementation, or support settings—where communication and relationship-building were key.
Strong analytical and problem-solving skills, with the ability to balance technical detail and customer impact.
Excellent organizational skills, with the ability to prioritize and manage multiple customer needs at once.
Effective communicator with the ability to engage stakeholders across various roles—from hands-on technical teams to mid-level managers and senior IT leadership (CISO/CIO/CTO level) in enterprise environments.

Nice To Haves

Italian language skills strongly preferred

Responsibilities

Manage overall relationships with assigned end-users, including increasing adoption, and ensuring retention and satisfaction.
Provide project leadership for customers' major FireMon programs.
Collaborate cross-functionally with FireMon teams—including Support, R&D, Product Management, and Sales—to address customer needs and deliver high-impact outcomes.
Management, and Sales, on customers' technical issues and projects.
Maintain current functional and technical knowledge of the FireMon product line.
Provide hands-on support to customers for system health checks, user and device management, troubleshooting, upgrades, and monitoring activities.
Manage multiple customer engagements, balancing priorities and driving resolution across requests.
Share insights and constructive feedback with internal teams to help improve products and customer experiences.
Document best practices in developing and deploying FireMon solutions in the customers' environments.
Be a technical resource for "best practice" and other customer questions, identifying alternate technical solutions to customers' business problems.
Partner with account teams to manage expectations and provide a clear view of customer progress and health throughout their lifecycle.
Commit to continuous learning by maintaining relevant certifications and gaining new ones each year.