Technical Account Manager

We are looking for a talented Technical Account Manager to join our growing global team at Sectigo.

The Technical Account Manager (TAM) plays a pivotal role in providing Premier Support to high value enterprise customers, delivering an elevated level of access to Sectigo experts and features. Acting as the single point of contact for issue management, this individual ensures consistent, proactive, and personalized service while collaborating with internal teams to optimize solutions for customer success. 

Sectigo Premier Support is designed to provide 24/7/365 access to experts, minimizing downtime, maximizing productivity, and driving customer success. This role is critical to achieving Sectigo’s mission of delivering a world-class customer experience. 

Please Note: The Reporting Manager and the Work Arrangement requirements may be modified and redesigned based on business needs to ensure operational flexibility and organizational effectiveness.

This is a full-time and in-office position, reporting to our Ottawa office 5 days a week.

This is an individual contributor role, reporting to our Director, Technical Customer Success.

Here are the core functions, responsibilities, and expectations for this role:

Technical Support and Guidance:

• Facilitate timely solutions for technical support problems, ensuring minimal disruption and productivity loss. 

• Collaborate with internal technical teams to proactively monitor and manage customer issues. 

• Troubleshoot and resolve technical problems with a strong understanding of Sectigo's PKI/Digital Security products, including SSL/TLS, S/MIME, and Certificate Lifecycle Management (CLM). 

• Adhere to support metrics, including SLAs, response times, and resolution times, while meeting and exceeding customer expectations. 

Customer Relationship Management: 

• Provide Premier-quality account management to assigned customers, ensuring they fully receive the benefits of the Premier Support program. 

• Act as the primary point of contact, delivering advanced troubleshooting and maintaining strategic relationships. 

• Build trust by providing consistency, accountability, and visibility tailored to the customer's business and product needs. 

• Conduct periodic business reviews to discuss technical health, actionable insights, and personalized assessments. 

Product Expertise: 

• Provide product training and technical advice to clients, ensuring they are empowered to use Sectigo solutions effectively. 

• Maintain expertise in Sectigo's product suite and related technologies, including Microsoft, Cisco, AWS, Citrix, Linux, Apache, RedHat, and Windows operating systems. 

• Demonstrate strong knowledge of networking concepts (TCP/IP, DNS, SMTP, SSH, SSL) and information security products (antivirus, spam filters, email encryption, etc.). 

• Leverage deep technical skills to proactively manage key events and prevent disruptions for customers. 

Account Management and Growth: 

• Manage customer relationships to ensure satisfaction, retention, and long-term success. 

• Identify opportunities by analyzing customer needs and usage trends. 

• Act as a trusted advisor by providing personalized, data-driven insights and technical health reviews to achieve customer objectives. 

• Advocate for customers by providing feedback to Sectigo's engineering and product teams based on customer insights. 
  
  Additional tasks associated with this position may be assigned in response to company initiatives and business needs.