Principal Technical Account Manager

The Technical Account Manager is a function of our Customer Success team, planning, directing, and delivering the deployment of Recorded Future products and services at our most strategic accounts. The TAM acts as both Customer Success Manager and Trusted Advisor for threat intelligence.

What you’ll do

We’re seeking a Technical Account Manager to own and drive success at our largest accounts. In this role, you will interact with all roles across your client portfolio to develop and deliver on success plans, such as Threat Intelligence, SOC, Vulnerability Management, Incident Response, GRC, Threat Hunting, Red/Blue/Purple Teams, Pen Testing, security architecture, and C-Suite. Your days will be spent working closely with your customers to ensure they are effectively operationalizing our modules and services through the following:

• Drive all aspects of enterprise customer engagement and enablement, including project/engagement delivery, managing support issues and escalations, regular touch points, steering intelligence and business reviews, and managing ad-hoc intelligence requirements and workflow development.

• Plan and manage the customer success life cycle, tailoring key engagements and projects to meet the client’s specific security requirements.

• Deliver core projects and engagements around intelligence priorities, configuration, tuning, and training.

• Design, direct, and coordinate the delivery of additional add-on Advisory Services and Professional Services engagements, taking lead on the deployment of many of the Advisory Services engagements, but also pulling in other Subject Matter Experts from our services organizations as needed.

• Develop Strategic success plans that drive maturity across many functional components of an Information Security program by integrating our intelligence into daily workflows and processes.

• Define, track, and communicate Recorded Future’s value from the end user to the C-suite.

• Act as the “voice of the customer” for our Product team

• Maintain exemplary admin in Zendesk, Gainsight, JIRA. Ensure meaningful updates on successes, outcomes, client sentiment, and detailed technical plans for at risk accounts/hot issues.

• Be a problem-solving expert focused on the art of the possible with how our data and technology can drive excellent outcomes and inform better decision making.

• Contribute to the development and deployment of new content and solutions as necessary to solve client use cases

• Support the wider company with thought leadership often via presentations or running workshops. This might include presenting at conferences, running expert corners, delivering a webinar, leading workshops at our Intelligence Roadshows to name a few examples.

  What you’ll bring

  • Significant (10+ yrs) experience in an analytical or consulting role (intelligence, military, cyber, business operations, etc.) or Information Security, working with enterprise clients and/or executive level decision makers

  • Principal level competency in Recorded Future modules and use cases

  • Principal level competency in delivering Advisory Services engagements including PIR, Threat Modeling/Profiling, and Advanced Workflow and Enablement projects along with Threat Briefings

  • BA/BS required or equivalent combination of education and experience

  • Experience collaborating and communicating with technical and non-technical personnel, both technically and strategically (from deep geeks to top execs!)

  • Seasoned professional with full understanding of specialization and ability to teach others.

  • Strong passion for holistic customer success and continuous process improvement.

  • Solving problems of diverse scope where analysis and evaluation of factors is required. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior colleagues in area of expertise.

  • Executive briefing experience

  • Ability to travel a minimum of 30% required