About the Client
Our client is a global leader in cybersecurity, driven by the mission to make each day safer and more secure than the one before. They are committed to protecting the digital way of life by challenging and disrupting the status quo. Their culture is built on innovation, bold thinking, and empowering employees to push boundaries while creating meaningful impact for customers worldwide.
The Role
The Support Account Manager (SAM) is a trusted advisor and strategic partner to some of our client’s most important customers. In this role, you will ensure customer success by delivering high-touch, personalized support across a portfolio of cutting-edge cybersecurity solutions. You’ll partner with customers to understand their business goals and security priorities, provide technical guidance, and help them maximize the value of their investment.
This position is fully remote; however, it may require occasional travel to business meetings and industry events. Reliable transportation is required.
Key Responsibilities
Provide leadership in delivering personalized, high-quality support experiences for strategic customers.
Build strong relationships with customer stakeholders, from engineers to executives, to align support with business and security objectives.
Collaborate with technical support engineers to drive resolution of complex issues and deliver in-depth root cause analysis.
Develop and present weekly status updates and quarterly business reviews to communicate progress, value, and outcomes.
Act as an advocate for customers, coordinating resources during high-severity cases and ensuring timely resolution.
Monitor customer health using data-driven insights to proactively mitigate risks and ensure adoption.
Partner with account teams to identify opportunities for customer growth and value expansion.
Stay current on product and feature enhancements to deliver relevant updates and best practices.
Engage internally with Product Management to communicate customer needs and feature requests.
Qualifications & Experience
3+ years in technical support, services delivery, or related roles with proven customer-facing experience.
3+ years working with large enterprise or Fortune 500 clients in technical sales or services roles.
Strong technical background in network security, cloud security, and related technologies (e.g., next-generation firewalls, SASE, endpoint security, security automation).
Ability to translate customer business objectives into actionable outcomes and technical best practices.
Proven success managing multiple issues simultaneously and delivering results in a fast-paced environment.
Excellent communication skills, with the ability to clearly articulate technical and business impacts to diverse audiences.
Experience influencing cross-functional teams in a matrix organization.
Positive, growth-oriented mindset with strong problem-solving skills.
Project management certifications (PMP, PRINCE2, ITIL) are a plus.
Why Join
You’ll be joining a team at the heart of the client’s mission: to deliver world-class customer support in a world where security threats constantly evolve. As a Support Account Manager, you’ll play a vital role in ensuring customers not only succeed but thrive in building safer digital futures.
