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The Technical Account Manager will act as a trusted advisor to our customers to help ensure efficient our companys Unit 42 Managed Services adoption. In this role, you will work closely with CISOs, Security Architects, Security Engineers, and Operations teams within mid-to-large enterprises to implement best-in-breed Managed Detection and Response & Managed Threat Hunting services. The end result is increased customer satisfaction, value, retention, and expansion of the Unit 42s security footprint.
Key Responsibilities
Ensure customers are maximizing their return on investment by owning the customers on-boarding, adoption, satisfaction and advocacy across a portfolio of customers
Provide high touch/white glove customer outreach immediately post close to shepherd customers through the on-boarding process
Drive adoption- ensure customer applies the offering in a timely manner
Ensure customer is measurably satisfied with the service they are receiving, informing customers of refresh needs and options
Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive the managed services adoption to ensure they are leveraging the solution to achieve full business value
Be the first line of defense in solving customer support requests, and coordinating and prioritizing timely resolutions with engineering teams and become a Subject Matter expert over time
Ensure continual communication with customers on Unit 42 messaging, current and offerings updates, events, main points contact within Unit 42, and touchpoint for all feedback from our customers
Serve as a customer advocate in influencing product roadmap and improvements
Manage performance metrics CSAT, Renewal rate, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement. Identify renewal risk and collaborate with internal teams to remediate
Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed.

Were looking for a forward-thinking, hands-on leader to guide our companys Global Customer Support through its next phase one powered by AI, automation, and innovation. With our AI chatbot now handling a large portion of basic inquiries, your role will focus on reshaping and optimizing support operations around this new reality, ensuring that people and AI work together smoothly and effectively.
Youll bring a strategic, data-driven mindset and an ability to evolve processes, teams, and performance standards in an AI-powered environment.
What am I going to do?
Lead and own global customer support performance: Define, monitor, and achieve all SLAs and KPIs to ensure operational excellence.
Optimize support operations in an AI-powered workflow: Redefine processes, responsibilities, and workstreams now that the AI chatbot is live, ensuring seamless collaboration between agents and AI systems.
Develop a forward-thinking support strategy: Continuously evolve our companys customer support vision to stay aligned with AI-driven service models, emerging technologies, and industry best practices.
Standardize and optimize operations: Establish global procedures, policies, and standards to support 24/7 customer operations.
Leverage insights and data: Analyze support metrics, dashboards, and customer feedback including AI performance data to identify trends, challenges, and opportunities for improvement.
Collaborate cross-functionally: Partner with product, operations, and other teams to ensure AI tools and human workflows remain aligned with business goals and evolving customer needs.
Build and empower teams: Recruit, train, and mentor Customer Support Team Leaders, guiding them through new AI-integrated workflows and fostering adaptability, ownership, and continuous learning.
Inspire and drive culture: Champion our companys values by cultivating innovation, teamwork, and a customer-first mindset within an evolving support environment.
Ensure resolution excellence: Take ownership of complex customer issues, driving them to full resolution with accountability and care.