Manager, Technical Account Manager

About AppOmni

AppOmni, a leader in SaaS Security, helps customers achieve secure productivity with their applications. Security teams and owners can quickly detect and mitigate threats using unmatched depth of protection, continuous monitoring, and comprehensive visibility. Trusted by over 25% of the Fortune 100, AppOmni specializes in securing diverse SaaS environments.

About the Role

The Senior Manager, Technical Account Management will lead a high-performing team of Technical Account Managers (TAMs) focused on SaaS security. This role ensures the team helps customers maximize the value of AppOmni’s solutions while aligning them with business goals.

As a player-coach, this leader will mentor TAMs, drive collaboration with Sales Engineers for smooth pre-to-post sales transitions, and promote ongoing training and knowledge sharing. The manager will also champion efficiency by enabling the team to adopt AppOmni’s AI tools (AskOmni).

This role plays a key part in developing the Expert Services function—shaping its early operations and supporting its evolution into an independent team. The Senior Manager will continuously refine TAM operations to deliver scalable, high-quality service as the organization grows.

Cross-functional collaboration is critical, with this leader driving customer engagement, satisfaction, and surfacing actionable insights from the TAM team to internal stakeholders.

What You’ll Do

• Build and lead a high-performing Technical Account Management team, fostering a collaborative and customer-centric environment focused on SaaS security expertise.
• Serve as a player-coach leader, providing guidance and mentorship to TAMs on customer engagement and strategic account management best practices in SaaS security.
• Establish clear performance expectations and implement development plans for the TAM team, focusing on continuous improvement of both TAM skills and SaaS security domain knowledge.
• Develop and optimize standardized processes and methodologies for the TAM team to ensure efficient and scalable delivery of security-focused technical account management.
• Drive the TAM team to effectively manage a portfolio of customers, ensuring high levels of customer engagement and maximizing the realized security value of AppOmni solutions.
• Enable TAMs to build strong relationships with customers, understanding their business objectives and security priorities to guide them towards successful security outcomes.
• Monitor key performance indicators related to customer engagement, customer health, and security value delivery across the TAM team's customer portfolio.
• Contribute to Net Revenue Retention (NRR) goals by ensuring the TAM team identifies and pursues opportunities for account growth and expansion through enhanced security value.
• Empower the TAM team to proactively deliver SaaS security best practices and guidance to customers, maximizing their security posture with AppOmni solutions.
• Ensure seamless pre-sales to post-sales customer transitions, fostering effective handoffs between Sales Engineering and Technical Account Management.
• Cultivate a strong partnership with Sales Engineering, facilitating regular communication, joint training, and knowledge sharing to ensure alignment and effective customer engagement.
• Facilitate ongoing training and knowledge transfer within and between the TAM and SE teams, emphasizing AppOmni solutions, security use cases, and effective communication of security value.
• Equip the TAM team to effectively articulate the security value proposition of AppOmni solutions to customers and demonstrate the ROI of their security investments.
• Collaborate with Expert Services leadership to define the operational framework for Expert Services, leveraging TAM insights to identify customer needs for security services.
• Act as a primary voice of the customer within AppOmni, aggregating and sharing customer feedback and insights with Product, Engineering, Sales, and Support teams.
• Identify recurring customer security challenges and product feedback, communicating these insights to internal teams to inform product improvements and feature prioritization.
• Participate in product roadmap planning discussions, advocating for customer needs and representing the TAM team's perspective on security requirements.
• Collaborate with Product, Engineering, Sales, Marketing, Support, and Finance teams to optimize customer success processes and resolve customer escalations.
• Promote the adoption of service automation tools like AskOmni within the TAM team to improve operational efficiency and service delivery, and contribute to the development of overall customer success strategies and ensure alignment of TAM team activiti