Senior Technical Account Manager

About Us

Fenix24 is a global leader in breach recovery and pre-breach operational recoverability, redefining cyber resilience with the world's first Recovery Dependency Modeling and Resiliency Intelligence Platform, Argos99.  Fenix24's breach recovery team is the largest in the world and has led more than 500 ransomware recoveries in 96 countries, including 30 of the Fortune 500. Pre-breach operational recoverability is founded on that real-world experience and is powered by Argos99 and our Resiliency Operations Center.

Our recoverability platform is purpose-built by frontline recovery experts and is deployed across hybrid cloud and on-premise environments; delivering measurable improvements in recovery readiness and faster, more confident restoration when ransomware strikes.

About This Position

The Senior Technical Account Manager (TAM) is a high-impact individual contributor who supports Fenix24's priority customer relationships through technical expertise , proactive account management, and cross-team coordination. This is a technical role, The Senior TAM is expected to engage credibly across various technologies with customer engineering teams and F24 , to independently assess and validate configurations, and to challenge technical architecture, configuration, and decisions where appropriate .

Acting as a trusted advisor, the Senior TAM assists customers to optimize their managed services experience across firewalls, backups, endpoint security , and admin i dentity . This role works closely with engineering, NOC/SOC, and professional services teams to resolve complex issues and drive strong outcomes.

Success is measured by customer satisfaction, reduced technical friction, quality of solution guidance, escalation management, and contributions to scalable TAM practices.

Key Responsibilities

• Own technical relationships with clients’ senior and executive teams, including CIOs, CISOs and IT leadership, working in partnership with Customer Success Managers who will own the overall executive relationships ; contribute technical, data-driven insights to QBRs/ EBRs; advise on frameworks like NIST CSF, CIS Controls, and ISO 27001 .

• Serve as the escalation point for high-severity or chronic issues; lead technical root cause analysis and preventive fixes; oversee complex onboarding and migrations across multiple technology verticals, including multi-site /multi-product firewall solutions , backup design, endpoint security, and i dentity services ; with the ability to independently validate configurations against best practices and security standards

• Coordinate with SOC, NOC, engineering, CS Operations , and Professional Services on strategic initiatives; mentor junior TAMs; improve playbooks, escalation workflows, and communication standards; flag at-risk accounts for retention efforts .

• Build account health dashboards covering performance, risk, and usage trends; analyze contract value vs. consumption to spot churn or expansion opportunities; forecast client needs based on growth and threat trends .

• Identify expansion opportunities (multi-year agreements, broader firewall /endpoint deployments); support sales on renewals and executive presentations; act as SME on managed backups, firewalls, endpoint

and admin identity ; and contribute to webinars and client training .

Qualifications, Requirements & Preferred Skills

• 3–5 years ’ experience in Technical Account Management, Managed Services, cybersecurity, or a similar customer-facing technical role , with a hands-on technical background .

• Track record managing mid-to-large enterprise accounts with complex technical/operational needs .

• Demonstrable hands-on experience administering, engineering, or validating at least one core area (Managed Firewall and network security, Backup Platforms, or Endpoint Security) along with working or transferable skills to

other areas .

• Working knowledge of identity and access management, including Microsoft Entra ID, conditional access, and privileged access principles .

• Strong analytical, problem-solving, and cross-functional collaboration skills (Engineering, NOC/SOC, Support, Product) .

• Excellent written and verbal communication, including technical documentation and executive-facing presentations .

• S olid understanding of service delivery, SLAs, and managed services best practices, including familiarity with ITIL (particularly incident, problem, and change management) and experience working within PSA or ticketing platforms .