Technical Account Management team lead

We are seeking a qualified MSSP TAM Team Lead to drive customer success and satisfaction for our US MSPs (50% Hands On). This role combines technical expertise with strong relationship management to ensure seamless customer journey and successful outcomes. Key responsibilities include managing US MSP accounts, monitoring health, providing product education, and collaborating with Product/R&D teams to enhance offerings based on customer feedback. Ultimately, this role focuses on fostering strong relationships, ensuring journey compliance, and driving successful renewals.

What Will You Do:

• Own the MSP technical onboarding plan.
• Ensure journey compliance (including meeting cadence and EBRs) and identify at-risk customers, developing tailored mitigation plans.
• Improve MSP methodologies and enablement to align with customer needs and industry standards.
• Collaborate with the sales team to understand customer requirements and optimize the customer journey.
• Address product-related queries promptly to enhance customer satisfaction.
• Educate customers on product usage and best practices for maximum efficiency.
• Provide actionable feedback to drive continuous product improvement.
• Analyze evolving customer needs and collaborate on enhancing product features.
• Establish and promote best practices for optimal customer success.

Requirements:

• At least 5 years of experience in the cybersecurity industry.
• At least 3 years of experience as a Technical Account Manager.
• Proficiency in using Salesforce and other customer CRM and engagement tools.
• Bachelor's degree in a relevant field.
• Strong project management skills.
• Ideally, a combined background of post-sale and sales experience.
• Strong empathy for customers and a passion for revenue and growth.
• Deep understanding of value drivers in recurring revenue business models.
• Analytical and process-oriented mindset.
• Extensive knowledge of go-to-market strategies and well-developed process management skills.
• Fluent in English; Hebrew is nice to have.
• Experience with technical team leadership