Senior Technical Account Manager

About Keyfactor 

Our mission is to build a connected society, rooted in trust, with identity-first security for every machine and human. Keyfactor helps organizations move fast to establish digital trust at scale — and then maintain it. With decades of cybersecurity experience, Keyfactor is trusted by more than 1,500 companies across the globe. We are proud to continually earn recognition as a Best Place to Work, and we achieve that through our amazing people who cultivate our culture as we grow. We hope you will trust your future with Keyfactor!

Title: Senior Technical Account Manager 

Location: United States or EMEA

Experience: Mid-Senior Level

Job Function: Customer Success

Employment Type: Full-Time

Industry: Computer & Network Security

About the position

The Senior Technical Account Manager (TAM) is responsible for ensuring the long-term success and satisfaction of Keyfactor’s strategic customers. This role requires leveraging technical expertise and customer relationship management skills to serve as a trusted advisor. The Senior TAM is expected to support customers in adopting, expanding, and optimizing Keyfactor’s solutions, while proactively engaging with them to understand their technical and business needs, deliver customized solutions, and address complex technical challenges. This role also includes providing mentorship to junior team members, driving process improvements, and maintaining close collaboration with internal teams such as Product, Sales, and Development.

Responsibilities

• Serve as the primary technical advisor for complex customer accounts, ensuring successful product adoption and growth.

• Conduct regular reviews to assess customer satisfaction, identify new use cases, and recommend strategies for future development.

• Collaborate with customers to design and implement Keyfactor solutions tailored to their business and technical needs.

• Provide guidance on best practices, upgrade paths, and integration strategies within existing IT environments.

• Monitor customer engagement, identify risks, and develop mitigation strategies to address potential issues proactively.

• Lead troubleshooting efforts for complex technical issues, working closely with support teams to ensure timely resolution.

• Drive internal process improvements, including automation and architecture development to enhance customer engagements.

• Mentor and support junior TAMs in resolving technical challenges and managing customer relationships.

• Communicate customer insights and feedback to internal teams to inform product enhancements and improvements.

• Oversee onboarding and major upgrades for customers, ensuring successful implementation and documentation of processes.

Skills and Qualification

• Strong experience in customer-facing technical roles such as Technical Account Management, Solutions Architecture, or IT Consulting.

• Expertise in cybersecurity, IT infrastructure, and related technologies, with experience supporting enterprise-level customers.

• Proven ability to manage complex technical projects and resolve critical customer issues.

• Advanced knowledge of Windows and Linux operating systems, networking, and IT security principles.

• Proficiency with Public-Key Infrastructure (PKI), digital certificates, and cryptography.

• Experience with scripting languages (e.g., PowerShell, Bash, Ansible) for automation and process improvement.

• Familiarity with Active Directory, Java Application Servers, and cloud environments is preferred.

• Strong leadership skills, with experience mentoring and supporting team development.

• Excellent communication skills, with the ability to engage technical and non-technical stakeholders effectively.

• Proven problem-solving ability, adept at managing multiple priorities in complex environments.

• Significant experience in a technical customer-facing role (e.g., TAM, Solutions Architecture, IT Consulting), with proven managerial experience.

• Proven track record of leading and developing high-performance technical teams.

• Deep expertise in cybersecurity, IT infrastructure, and technical solution delivery.

• Proficiency with Windows, Linux, networking, and IT security fundamentals.

 • Expertise in PKI, digital certificates, cryptography, and related technologies.

• Experience with scripting languages (PowerShell, Bash, Ansible) and automation tools.

• Strong leadership, coaching, and collaboration skills.

• Excellent communication skills for engaging both technical and business stakeholders. • Strong problem-solving abil