Technical Account Manager

About the role

• 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.

Required Skills and Experience

• 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.