Technical Account Manager

POSITION OVERVIEW

As a Senior Technical Account Manager, you'll be a key technical leader within the Solution Success team, driving both pre-sales solution design and post-sales adoption. You'll partner with Sales, Engineering, and Product teams to ensure customers realize the full business and security value of the client's Application Security Posture Management (ASPM) platform. This role is a blend of technical evangelism, architecture advisory, and customer success strategy — ideal for someone who loves shaping solutions, building trust, and driving outcomes from first demo to long-term renewal.

KEY RESPONSIBILITIES

Solution Design & Customer Engagement
 Collaborate with Account Executives to design and present tailored solutions, addressing each customer's technical and business needs.
 Deliver high-impact demos, workshops, and proofs-of-concept (POCs) that demonstrate how the platform integrates with customer environments.
 Translate complex requirements into architectural blueprints, aligning platform capabilities with customer workflows and security objectives.
 Serve as the technical voice in sales cycles, building confidence across security, DevOps, Dev Orgs, and executive stakeholders.
Service Delivery & POD Leadership
 Lead and coordinate a dedicated POD of technicians and engineers
 Ensure timely resolution of incidents, service requests, and escalations
 Act as the escalation point for complex client or service issues
 Monitor ticket trends, service metrics, and client health indicators
 Advocate for the client internally while balancing operational efficiency

Account Growth & Retention
 Lead onboarding and technical enablement for new customers, ensuring rapid time to value.
 Act as a trusted advisor and escalation point, guiding best practices in secure software supply chain management.
 Partner with the customer to drive adoption, expansion, and retention, identifying opportunities for upsell and deeper integration.
 Conduct Quarterly Business Reviews (QBRs) with technical and executive audiences, highlighting ROI, risk reduction, and next-phase initiatives.
 Advocate for customer needs with Product and Engineering, shaping roadmap priorities based on real-world insights.
 Contribute to solution playbooks, architecture diagrams, and best-practice guides used across the customer lifecycle.
Client Relationship Management
 Serve as the primary point of contact for assigned POD clients
 Build and maintain strong, trusted client relationships at multiple levels
 Conduct regular check-ins, QBRs, and strategic planning sessions
 Proactively identify risks, opportunities, and improvement areas
 Manage client expectations and ensure SLA alignment

REQUIRED QUALIFICATIONS
 7+ years of experience in Application Security, DevSecOps, or Software Architecture, with at least 3 years in a customer-facing technical role (e.g., Solutions Architect, TAM, or Sales Engineer).
 Proven ability to architect and integrate SaaS security solutions across CI/CD, SCM, and cloud environments.
 Strong familiarity with modern software development pipelines and tools (GitHub, GitLab, Jenkins, Azure DevOps, etc.).
 Excellent communicator: able to present to both technical teams and executive stakeholders with clarity and confidence.
 Experience leading pre-sales engagements and post-sales implementation/adoption.
 Demonstrated success in building and scaling customer relationships — from onboarding through renewal and expansion.
 A self-starter mindset: thrives in fast-paced, high-growth environments, balancing strategic thinking with hands-on execution.
PREFERRED EXPERIENCE
 MSP POD based or vCIO/vTAM experience
 Familiarity with Microsoft 365, networking, cybersecurity, and cloud services
 Experience conducting QBRs and presenting to executives
 IT certifications (ITIL, Microsoft, CompTIA, etc.)

SUCCESS INDICATORS
 Clients feel informed, supported, and confident in Chelsea Technologies
 POD ticket flow is organized, timely, and well communicated
 Escalations are minimized through proactive service management
 Strong client retention, satisfaction, and expansion
 Technicians feel supported, organized, and clear on priorities