Position Summary: The ArmorPoint Technical Account Manager (TAM) is a trusted technical advisor for our ArmorPoint cybersecurity services portfolio. This role is the primary technical point of contact for assigned accounts while ensuring client satisfaction, driving product adoption, identifying opportunities for expansion, and ultimately securing renewals. The TAM provides deep technical expertise and support throughout the customer lifecycle, acting as a proactive partner to help clients optimize their use of ArmorPoint products and services and achieve their security objectives.
Responsibilities
- Build strong relationships with assigned client portfolio to understand their technical environments and business objectives, advising on how ArmorPoint solutions can best meet their needs.
- Serve as primary technical liaison between assigned client portfolio and ArmorPoint teams (e.g., Operations, Product, Engineering) resolving complex technical issues and advocating for client needs.
- Conduct regular technical health assessment meetings (ArmorPoint Technical Reviews), compiling and presenting operational metrics, strategic recommendations, and value demonstrations to showcase the ROI of ArmorPoint services.
- Lead technical discussions, demos, and orientations for client technical stakeholders and business executives, ensuring comprehensive understanding and maximizing utilization of the ArmorPoint product and services.
- Guide clients on best practices for deployment, configuration, and management of ArmorPoint services, ensuring optimal use and alignment with their security objectives.
- Monitor client environments via SIEM/EDR telemetry to identify emerging threats, troubleshoot issues, and recommend optimization opportunities.
- Identify and drive upsell and cross-sell opportunities that address client needs, supporting account growth and retention.
- Collaborate with the Operations team to refine processes, playbooks, and service delivery based on client feedback and observed trends.
- Create and maintain technical documentation, runbooks, post-incident reports, architecture diagrams, and knowledge base articles, relevant to client-specific needs.
- Provide actionable feedback to the Product team, helping shape the ArmorPoint product and service roadmap based on recurring client objectives and frontline observations.
- Develop and deliver technical training and enablement to channel partners, enabling them to effectively provide ongoing technical account management to their own clients.
- Manage, maintain, and report on client satisfaction (CSAT), driving initiatives to enhance overall customer satisfaction.
- Maintain expert-level knowledge of ArmorPoint's SIEM platform and integrated EDR solutions (SentinelOne, CrowdStrike, Cybereason, etc.) to defend against competitive threats through technical differentiation and value demonstration.
- Support cross-functional initiatives as a technical subject-matter expert, ensuring the client's technical perspective is represented.
- Represent ArmorPoint at industry events, webinars, or client advisory sessions as needed.
- Other duties as assigned
Qualifications
- High School Diploma or GED equivalent, required
- Minimum of 3 years in a client-facing technical security role (Sales Engineer, Customer Success Engineer, Client Development, Account Manager or equivalent experience)
- Minimum 2 years hands-on with SIEM and EDR
- Minimum 2 years supporting SOC operations
- Must have technical experience/knowledge in Networking, Security, Identity Management, Cloud Services, and Windows/Linux/Mac
- Proven ability to present and communicate complex technical security concepts and tailor deliverables to client-facing technical teams and executive audiences
- Preferred certifications: Security+, PMP, or equivalent certifications/work experiences.
- Reliable high-speed internet connection and backup internet solution
- Proactive, strong attention to detail, and excellent soft skills for cross-team collaboration
- High aptitude in security technology and business acumen
- Excellent written and verbal communication skills
- Exceptional organization and time management skills.
- Consistently execute and deliver on tasks on time.
- Ability to manage multiple tasks and deadlines in a fast-paced environment
- Independent, self-starter, team player with a positive attitude
Skills Required
- High School Diploma or GED equivalent
- Minimum 3 years in a client-facing technical security role (Sales Engineer, Customer Success Engineer, Client Development, Account Manager, or equivalent)
- Minimum 2 years hands-on with SIEM and EDR
- Minimum 2 years supporting SOC operations
- Technical experience/knowledge in Networking, Security, Identity Management, Cloud Services
- Technical experience with Windows, Linux, and Mac operating systems
- Proven ability to present and communicate complex technical security concepts to technical teams and executive audiences
- Preferred certifications: Security+, PMP, or equivalent certifications/work experiences
- Reliable high-speed internet connection and backup internet solution
- Proactive with strong attention to detail and excellent cross-team collaboration soft skills
- High aptitude in security technology and strong business acumen
- Excellent written and verbal communication skills
- Exceptional organization and time management skills
- Ability to manage multiple tasks and deadlines in a fast-paced environment
- Independent self-starter and team player with a positive attitude
What We Do
Trapp Technology combines the very best cloud, Internet, IT managed services, and IT consulting to provide a true all-in-one IT solution for small to mid-sized businesses (SMB) who seek to cut IT costs and leverage technology to grow revenues. Trapp services are designed to appeal to the growing number of medium-sized businesses looking to outsource more IT infrastructure and application management services to help reduce total cost of ownership and free up internal resources, as well as those companies seeking the skills and support to quickly complete complex IT projects. Fast, reliable, and redundant Internet service with a 100% uptime guarantee is an equally attractive part of Trapp’s offering.
