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Technical Project Manager - Enterprise Support.
Position Summary
The TPM is a strategic customer-facing role within the Support organization responsible for managing a portfolio of 10-12 , customer-facing role within the Support organization, responsible for managing a portfolio of 10-12 large enterprise accounts. Acting as the primary post-sales technical advocate, the TPM customers achieve maximum value from the platform through proactive engagement, issue management, product adoption, and executive-level communication.
The Support TPM serves as the bridge between customers and internal teams, including Support, Engineering, Product Management, Operations, and Sales, driving customer success, reducing risk, improving retention, and ensuring timely resolution of technical and operational challenges.
Key Responsibilities
Customer Relationship & Success Management
Manage and nurture relationships with 10-12 assigned enterprise customers.
- Serve as the trusted advisor and primary escalation point for customer concerns.
- Develop and execute customer success plans focused on retention and value realization.
Monitor customer health, satisfaction, and engagement to identify risks and opportunities.
Technical Oversight
Understand customer environments, business objectives, infrastructure, and use cases.
- Lead Weekly Status Reviews (WSRs), Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs).
- Provide guidance on best practices, integrations, and platform usage optimization.
Escalation & Incident Management
- Drive resolution of critical support escalations, high-priority incidents, and long-pending issues
- Coordinate cross-functional teams, including Support, Engineering, QA, Product Management, and Operations.
- Ensure timely communication, stakeholder alignment, and adherence to resolution timelines.
Facilitate Root Cause Analysis and post-incident reviews for major customer-impacting issues.
Customer Advocacy & Executive Reporting
• Represent the Voice of the Customer internally and advocate for customer requirements.
- Track feature requests, product feedback, and enhancement opportunities.
- Prepare executive-level reports highlighting account health, open risks, escalations, and success outcomes.
Identify renewal risks and collaborate with Sales on retention and expansion opportunities.
Operational Excellence
- Track customer commitments, deliverables, support cases, and project milestones.
- Maintain accurate account documentation, action plans, and customer success records.
- Drive accountability across internal teams to ensure customer commitments are met.
Required Qualifications
Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent experience.
- 5+ years of Customer Success, Technical Account Management, Enterprise Support, or related customer-facing experience.
5+ years of experience in SaaS environments. - Proficiency in Arabic is an advantage, particularly for supporting customers in the Middle East region.
- Strong understanding of enterprise IT infrastructure and security concepts.
- Experience managing enterprise customers and complex technical escalations.
- Excellent verbal, written, presentation, and stakeholder management skills.
- Ability to communicate effectively with both technical teams and executive leadership.
- Strong project management, prioritization, and organizational skills.
Preferred Qualifications
Experience in Cybersecurity, Vulnerability Management, Compliance, or Risk Management domains.
- Familiarity with PCI-DSS, NIST, Vulnerability Management, Web Application Security, or Cloud Security.
- Certifications such as Security+, PMP, CISM, CISSP, ITIL, or equivalent.
- Prior experience with enterprise security platforms and customer success methodologies.
Success Metrics
Customer Retention and Renewal Rate
- Customer Health Score
- Product Adoption and Utilization
- Escalation Resolution Effectiveness
- Customer Satisfaction (CSAT)|
- Reduction in Revenue Risk
- QBR/MBR Completion and Customer Engagement
Executive Stakeholder Satisfaction
Skills Required
- Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent experience
- 5+ years customer success, technical account management, enterprise support, or related customer-facing experience
- 5+ years experience in SaaS environments
- Strong understanding of enterprise IT infrastructure and security concepts
- Experience managing enterprise customers and complex technical escalations
- Excellent verbal, written, presentation, and stakeholder management skills
- Ability to communicate effectively with both technical teams and executive leadership
- Strong project management, prioritization, and organizational skills
- Proficiency in Arabic (advantage for Middle East support)
- Experience in Cybersecurity, Vulnerability Management, Compliance, or Risk Management domains
- Familiarity with PCI-DSS, NIST, Vulnerability Management, Web Application Security, or Cloud Security
- Certifications such as Security+, PMP, CISM, CISSP, ITIL
- Prior experience with enterprise security platforms and customer success methodologies
Qualys Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Qualys and has not been reviewed or approved by Qualys.
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Affordable Benefits — Benefits costs are widely viewed as low for employees and dependents, with healthcare often described as almost fully paid for. Feedback suggests this affordability helps offset perceptions of lower base pay in some roles.
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Healthcare Strength — Healthcare offerings are broad, including multiple medical plan options, dental and vision coverage, mental health support, and disability insurance. Benefits are described as “pretty amazing” or “great,” reinforcing perceived quality and coverage depth.
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Equity Value & Accessibility — Equity participation is accessible through company stock plans and an employee stock purchase plan. Compensation packages commonly include equity alongside salary and bonus, which some consider a meaningful part of total rewards.
Qualys Insights
What We Do
Qualys, Inc. (NASDAQ: QLYS) is a pioneer and leading provider of disruptive cloud-based security, compliance and IT solutions with more than 10,000 subscription customers worldwide, including a majority of the Forbes Global 100 and Fortune 100. Qualys helps organizations streamline and automate their security and compliance solutions onto a single platform for greater agility, better business outcomes, and substantial cost savings. The Qualys Cloud Platform leverages a single agent to continuously deliver critical security intelligence while enabling enterprises to automate the full spectrum of vulnerability detection, compliance, and protection for IT systems, workloads and web applications across on premises, endpoints, servers, public and private clouds, containers, and mobile devices. Founded in 1999 as one of the first SaaS security companies, Qualys has strategic partnerships and seamlessly integrates its vulnerability management capabilities into security offerings from cloud service providers, including Amazon Web Services, the Google Cloud Platform and Microsoft Azure, along with a number of leading managed service providers and global consulting organizations. For more information, please visit http://www.qualys.com
