About this role.
This entry-level Technical Account Manager role supports post-sale customer relationships, product adoption, and routine technical issue coordination for enterprise security software customers. The associate will monitor account health, usage, and support cases while documenting actions and escalating complex matters to senior team members. The position requires up to two years of relevant experience and foundational knowledge of enterprise software, support processes, CRM or case-management tools, and customer-facing communication. Exposure to cybersecurity, PKI, certificate management, cloud platforms, networking, or infrastructure is preferred, and travel is expected to remain below 25%.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
2/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first clarify the customer's environment, desired outcome, and business impact, then review available documentation and account history. If the issue requires expertise beyond my scope, I would set clear expectations, escalate it with complete context, and remain responsible for timely customer follow-up.
I prioritize based on customer impact, urgency, support-case severity, adoption risk, committed deadlines, and required follow-up dates. I maintain accurate CRM tasks and meeting notes so that actions are visible, owners are clear, and no customer commitment is missed.
I would review usage trends, open support cases, onboarding progress, meeting feedback, and missed milestones for signals that the customer is not receiving expected value. I would document the evidence, discuss it with the senior TAM or Customer Success partner, and propose a focused follow-up such as training, a technical check-in, or a remediation plan.
I would avoid unnecessary jargon and begin with the business purpose, impact, and recommended next step. I would use a simple example relevant to the customer's workflow, check for understanding, and provide concise written documentation after the discussion.
Technical account management combines relationship building, structured problem solving, and continuous technical learning. Cybersecurity is especially compelling because customers depend on trusted systems and clear guidance, and I would be motivated to help them adopt solutions that protect critical digital interactions.
About Keyfactor
Our mission is to securely connect the world: humans, machines, and AI. Keyfactor is the leader in trust infrastructure for AI and machines, helping the world’s largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction. Behind the platform is a global team of people who care deeply about the work and each other. We move fast, think big, and show up for one another every day. If you’re looking for work that matters and a team that brings out your best, we hope you’ll trust your future with Keyfactor!
Title: Associate Technical Account Manager
Location: USA; Remote (Cleveland area preferred)
Experience: Associate
Job Function: Professional Services
Employment Type: Full-Time
Industry: Computer & Network Security
Travel Requirements: <25%
About the position
The Associate Technical Account Manager supports the post-sale technical relationship for a portfolio of customer accounts and helps customers achieve successful adoption of company solutions. This role partners with more senior team members to address routine customer needs, coordinate issue resolution, and monitor account health and usage. The Technical Account Manager I develops technical and customer facing expertise while contributing to positive customer outcomes through strong communication, responsiveness, and attention to detail.
Job Responsibilities
- Support a portfolio of customer accounts by assisting with post-sale technical relationship activities and routine follow-up actions.
- Help customers adopt and use company solutions by providing guidance on standard processes, product functionality, and next steps.
- Respond to routine customer questions and technical requests, escalating more complex issues to senior team members as appropriate.
- Monitor customer activity, support cases, and usage trends to identify basic risks, follow-up needs, or adoption gaps.
- Coordinate with internal teams, including Support, Customer Success, Product, and Engineering, to help drive timely issue resolution.
- Prepare customer meeting notes, status updates, and action items, ensuring accurate and timely documentation in internal systems.
- Participate in customer onboarding, technical check-ins, and recurring account meetings alongside more senior Technical Account Managers.
- Maintain a working understanding of customer environments, business goals, and common technical use cases.
- Contribute to customer-facing documentation, internal knowledge resources, and process improvement efforts.
- Demonstrate strong verbal and written communication skills in customer interactions, internal collaboration, and follow-up communications.
Minimum Qualifications, Education, and Skills
- Bachelor’s degree or equivalent experience
- Up to 2 years of related experience in technical account management, customer success, technical support, implementation support, solutions delivery, or a similar customer-facing technical role.
- General knowledge of enterprise software environments, customer support processes, and technical issue coordination is required. Exposure to cybersecurity, PKI, certificate management, cloud platforms, networking, or infrastructure environments is preferred but not required.
- Foundational customer relationship management; technical aptitude; issue tracking and follow-up; organization and time management; CRM and case management tools; documentation skills; basic presentation skills; strong verbal and written communication skills; ability to explain routine technical concepts clearly and professionally.
- Ability to manage routine account activities under supervision; learn new technologies and products quickly; communicate clearly and professionally with customers and internal stakeholders; identify and escalate issues appropriately; maintain accurate documentation; follow established processes; manage multiple priorities in a structured environment. #LI-NA1
Compensation
Salary will be commensurate with experience.
Culture, Career Opportunities and Benefits
We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas.
Here are just some of the initiatives that make our culture special:
- Second Fridays (a company-wide day off on the second Friday of every month minus November and December due to the Holiday schedule). Please note that this benefit is subject to change.
- Comprehensive benefit coverage globally.
- Paid Parental Leave is available to new parents. Structure varies based on regional/government requirements. In regions where government-paid leave doesn’t exist, like in the U.S., the company offers generous paid parental leave, along with comprehensive adoption and fertility support.
- Competitive time off globally.
- Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
- DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
- The Keyfactor Alliance Program to support DEIB efforts.
- Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
- Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
- Monthly Talent development and Cross Functional meetings to support professional development.
- Regular All Hands meetings – followed by group gatherings.
Our Core Values
Our core values are extremely important to how we run our business and what we look for in every team member:
Trust is paramount.
We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.
Customers are core.
We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.
Innovation never stops, it only accelerates.
The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.
We deliver with agility.
We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.
United by respect.
Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.
Teams make “it” happen.
Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.
Keyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities.
REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via people@keyfactor.com and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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