Technical Account Manager

FireMon delivers Network Security Policy Control for the Modern Enterprise.

Most enterprises run firewalls from multiple vendors alongside cloud security groups and microsegmentation platforms, and no single console can say whether it all works together. We believe policy is the control plane for network security: it defines what the environment should do, and the infrastructure carries it out. FireMon gives security teams one place to see, govern, and prove that their policy is doing what they intend, across on-prem, cloud, and hybrid environments 

The Technical Account Manager (TAM) is a technical resource who advocates for designated customers and ensures customers' needs are known and managed across all offerings, including services, training, support, and product development. The TAM prioritizes customers' technical issues and communicates those priorities to support; communicates the status of services projects; conveys the needs and urgency of RFEs to product management and contributes to the product roadmap.

You will provide customers with status updates of open tickets and development/services projects; the upcoming release schedule; issues trending; upgrade recommendations; and guidance through early access/beta programs. This role will also require periodic onsite visits.

About the role

• Manage overall relationships with assigned end-users, including increasing adoption, and ensuring retention and satisfaction.
• Provide project leadership for customers' major FireMon programs.
• Collaborate cross-functionally with FireMon teams—including Support, R&D, Product Management, and Sales—to address customer needs and deliver high-impact outcomes.
• Management, and Sales, on customers' technical issues and projects.
• Maintain current functional and technical knowledge of the FireMon product line.
• Provide hands-on support to customers for system health checks, user and device management, troubleshooting, upgrades, and monitoring activities.
• Manage multiple customer engagements, balancing priorities and driving resolution across requests.
• Share insights and constructive feedback with internal teams to help improve products and customer experiences.
• Document best practices in developing and deploying FireMon solutions in the customers' environments.
• Be a technical resource for "best practice" and other customer questions, identifying alternate technical solutions to customers' business problems.
• Partner with account teams to manage expectations and provide a clear view of customer progress and health throughout their lifecycle.
• Commit to continuous learning by maintaining relevant certifications and gaining new ones each year.

Required Skills and Experience