Technical Account Manager

Fenix24 is an industry-leading cyber disaster recovery and restoration company. Battling threat actors as The World's First Civilian Cybersecurity Force, Fenix24 delivers cybersecurity services through its four battalions: Fenix24 for ransomware recovery and restoration; Athena7 for IT security assessments, strategy and planning; Grypho5 for ongoing security-based management; and Argos99 for expert insights into data, assets and infrastructure. Under its Securitas Summa program, Fenix24 ensures organizations are prepared to effectively resist and rapidly recover from a cyberattack, offering a combination of managed data and infrastructure protection, real-time threat intelligence, and ongoing hardening and breach resistance.

About This Position

The Technical Account Manager is responsible for providing technical guidance and building strong relationships with clients. They ensure the successful implementation and ongoing support of our products and services.

Key Responsibilities

• Serve as the primary technical point of contact for our clients, building strong relationships and providing exceptional customer service.
• Understand clients' technical needs and requirements and effectively communicate them to internal teams.
• Lead QBRs and incident reviews to ensure customer alignment and success
• Ability to communicate the value of our managed services in the context of a breach
• Collaborate with cross-functional teams to ensure successful implementation and onboarding of clients.
• Proactively identify and resolve any technical issues or challenges faced by clients.
• Conduct regular check-ins with clients to assess their satisfaction and identify opportunities for improvement.
• Stay up to date with industry trends and advancements to provide valuable insights and recommendations to clients.
• Ensure that tickets are resolved professionally and within Service Level Targets
• Ability to plan, coordinate, and manage multiple activities simultaneously
• Track, analyze, and report performance metrics on account management.
• Collaborate with sales teams to identify upsell and cross-sell opportunities.

Qualifications, Experience and Preferred Skills

• 5+ years of experience in a Technical Account Management or Customer Success role within a Managed Services Provider (MSP) or Managed Security Services Provider (MSSP) environment.
• Strong technical knowledge and understanding of networking and cybersecurity. Direct experience with Firewall and Endpoint Management solutions is preferred.
• Excellent communication and interpersonal skills.
• Ability to understand business needs and translate them into technical solutions
• Ability to build and maintain relationships with enterprise clients across both business and technical stakeholders.
• Strong problem-solving and troubleshooting skills.
• Ability to work independently and manage multiple clients simultaneously.
• Proficiency in CRM software and other relevant tools.
• Project management experience is preferred
• Bachelor's degree in technical field or equivalent experience.

Why work for us?
We offer a dynamic, innovative work environment with rewarding work - help save our clients from disaster!

We truly value our employees and provide an extraordinary package to prove it, including:

• Internal and external learning & development opportunities, including career advancement
• Scheduled & flexible PTO programs
• Family friendly programs- Care packages
• Regular team building events
• Competitive compensation & benefits including:
• Private health insurance
• Mental health and wellness programs
• Company-matched pension scheme
• Life insurance and income protection insurance
• Monthly fitness/gym membership allowance

Join the world's first Civilian Cybersecurity Force and take your career to the next level!