Manager, Technical Account Manager

About AppOmni

AppOmni, a leader in SaaS Security, helps customers achieve secure productivity with their applications. Security teams and owners can quickly detect and mitigate threats using unmatched depth of protection, continuous monitoring, and comprehensive visibility. Trusted by over 25% of the Fortune 100, AppOmni specializes in securing diverse SaaS environments.

About the Role

The Senior Manager, Technical Account Management will lead a high-performing team of Technical Account Managers (TAMs) focused on SaaS security. This role ensures the team helps customers maximize the value of AppOmni’s solutions while aligning them with business goals.

As a player-coach, this leader will mentor TAMs, drive collaboration with Sales Engineers for smooth pre-to-post sales transitions, and promote ongoing training and knowledge sharing. The manager will also champion efficiency by enabling the team to adopt AppOmni’s AI tools (AskOmni).

This role plays a key part in developing the Expert Services function—shaping its early operations and supporting its evolution into an independent team. The Senior Manager will continuously refine TAM operations to deliver scalable, high-quality service as the organization grows.

Cross-functional collaboration is critical, with this leader driving customer engagement, satisfaction, and surfacing actionable insights from the TAM team to internal stakeholders.

What You’ll Do

• Build and lead a high-performing Technical Account Management team, fostering a collaborative and customer-centric environment focused on SaaS security expertise.
• Serve as a player-coach leader, providing guidance and mentorship to TAMs on customer engagement and strategic account management best practices in SaaS security.
• Establish clear performance expectations and implement development plans for the TAM team, focusing on continuous improvement of both TAM skills and SaaS security domain knowledge.
• Develop and optimize standardized processes and methodologies for the TAM team to ensure efficient and scalable delivery of security-focused technical account management.
• Drive the TAM team to effectively manage a portfolio of customers, ensuring high levels of customer engagement and maximizing the realized security value of AppOmni solutions.
• Enable TAMs to build strong relationships with customers, understanding their business objectives and security priorities to guide them towards successful security outcomes.
• Monitor key performance indicators related to customer engagement, customer health, and security value delivery across the TAM team's customer portfolio.
• Contribute to Net Revenue Retention (NRR) goals by ensuring the TAM team identifies and pursues opportunities for account growth and expansion through enhanced security value.
• Empower the TAM team to proactively deliver SaaS security best practices and guidance to customers, maximizing their security posture with AppOmni solutions.
• Ensure seamless pre-sales to post-sales customer transitions, fostering effective handoffs between Sales Engineering and Technical Account Management.
• Cultivate a strong partnership with Sales Engineering, facilitating regular communication, joint training, and knowledge sharing to ensure alignment and effective customer engagement.
• Facilitate ongoing training and knowledge transfer within and between the TAM and SE teams, emphasizing AppOmni solutions, security use cases, and effective communication of security value.
• Equip the TAM team to effectively articulate the security value proposition of AppOmni solutions to customers and demonstrate the ROI of their security investments.
• Collaborate with Expert Services leadership to define the operational framework for Expert Services, leveraging TAM insights to identify customer needs for security services.
• Act as a primary voice of the customer within AppOmni, aggregating and sharing customer feedback and insights with Product, Engineering, Sales, and Support teams.
• Identify recurring customer security challenges and product feedback, communicating these insights to internal teams to inform product improvements and feature prioritization.
• Participate in product roadmap planning discussions, advocating for customer needs and representing the TAM team's perspective on security requirements.
• Collaborate with Product, Engineering, Sales, Marketing, Support, and Finance teams to optimize customer success processes and resolve customer escalations.
• Promote the adoption of service automation tools like AskOmni within the TAM team to improve operational efficiency and service delivery, and contribute to the development of overall customer success strategies and ensure alignment of TAM team activities with company objectives.
  
  

Leadership/Management 

• Supervision: Effectively supervise and manage direct reports and provide, by example and leadership, motivation and direction to employees. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; recognizing and rewarding employees; corrective disciplinary procedures and practices (under direction of supervisor and in partnership with Employee Success); addressing complaints and resolving problems. Carry out responsibilities in accordance with the organization’s policies and applicable employment laws.
• Communication & Performance Management: Clearly communicate goals and expectations. Ensure annual performance reviews are conducted in a timely and effective manner and feedback is given throughout the year. Hold staff 1:1s and department/team meetings as applicable to provide leadership, development, and support and to ensure coordination and collaboration in successfully achieving individual, department, and organization goals.
• Culture Ambassador: Help set the tone of the department to ensure morale, teamwork, and that the positive culture of the organization is maintained.
  
  

What We’re Looking For

• At‬‭ least‬‭ 8 years‬‭ of‬‭ experience‬‭ in‬‭ a‬‭ similar‬‭ role,‬‭ indicating‬‭ a‬‭ developed‬‭ skill‬‭ set‬‭ in‬‭ technical‬‭ account management or customer success within a technology or SaaS environment.‬
• ‭Knowledge‬‭ of‬‭ techniques‬‭ and‬‭ strategies‬‭ to‬‭ maintain‬‭ high‬‭ retention‬‭ rates,‬‭ including‬‭ handling‬‭ renewals and preventing churn.‬
• ‭Ability‬‭ to‬‭ diagnose‬‭ and‬‭ resolve‬‭ technical‬‭ issues,‬‭ ensuring‬‭ customers‬‭ can‬‭ use‬‭ the‬‭ product‬‭ effectively.‬
• ‭Understanding‬‭ of‬‭ APIs‬‭ for‬‭ integration‬‭ purposes,‬‭ which‬‭ is‬‭ crucial‬‭ for‬‭ SaaS‬‭ products‬‭ that‬‭ need‬‭ to‬‭ interact with other services.‬
• Ability‬‭ to‬‭ lead‬‭ and‬‭ coordinate‬‭ projects‬‭ that‬‭ involve‬‭ multiple‬‭ teams‬‭ within‬‭ the‬‭ organization,‬‭ such‬‭ as‬‭ engineering, product, and marketing.‬
• Comfortable presenting to a variety of audiences,including technical users and decision-makers,‬‭ to advocate for the product or explain complex concepts in an accessible way.‬
• ‭Experience‬‭ supporting‬‭ the‬‭ sales‬‭ team‬‭ during‬‭ the‬‭ pre-sales‬‭ process,‬‭ providing‬‭ technical‬‭ expertise,‬‭ and demonstrating product value to prospects.‬
• ‭Upselling‬‭ and‬‭ Cross-Selling:‬‭ Ability‬‭ to‬‭ identify‬‭ opportunities‬‭ for‬‭ upselling‬‭ or‬‭ cross-selling‬‭ services‬  and products to existing customers.‬Experience in customer success, consulting, sales, or account management.‬
• SaaS security experience is highly desirable.‬
• Working knowledge of SaaS solutions such as Salesforce, O365, Zoom, Box, ServiceNow, and‬ Workday is preferred.‬

Culture

Our talented team is collaborative and supportive as we move quickly to research and develop new ideas, deliver new features to our customers, and iterate on ideas and innovations. We accomplish this by focusing on our five core values: Trust, Transparency, Quality, Customer Focus, and Delivery. Our team is determined to make a difference to positively impact our way of life by securing the technology that is changing the world.

AppOmni is proud to be Certified by Great Place to WorkⓇ, as we seek to build a culture where all employees feel appreciated and supported, especially with clear and honest leadership, employee recognition, and an environment that fosters innovation and collaboration.

We believe diversity fuels innovation and drives growth by bringing a wealth of different perspectives and skills. We’re committed to fostering an inclusive environment where every employee feels valued, heard, and empowered to reach their full potential. Join us in building a workplace where we can all thrive.

https://appomni.com/careers/

Compensation & Benefits

AppOmni is committed to supporting our employees' financial, professional, and personal well-being. To do this, we take a holistic view of compensation, one that values not just the immediate financial package but also the long-term growth of both our employees and our company. We're committed to pay equity and transparency and encourage all candidates to discuss their salary expectations with us early in the application process.

Our total rewards package includes the following:

• Stock Options: Our vision is to not just grow as a company but to grow together.  By offering stock options, we are inviting you to be an integral part of our journey forward.
• Benefits: Generous paid time off, paid company holidays, paid floating holidays, paid parental leave, paid sick time and paid family leave for applicable states, health insurance - medical, dental, and vision with HSA option, LifeWorks Employee Assistance Program, company-provided life insurance, AD&D, STD/LTD and additional supplemental life insurance options, 401(k) and Roth retirement saving accounts, and a monthly wellness benefit reimbursement. All benefits are subject to eligibility requirements and plan details. 

AppOmni is an equal-opportunity employer. Applicants will not be discriminated against because of race, color, creed, national origin, ancestry, citizenship status, sex, sexual orientation, gender identity or expression, age, religion, disability, pregnancy, marital status, veteran status, medical condition, genetic information, or any other characteristic protected by law. AppOmni is also committed to providing reasonable accommodations to qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at employeesuccess@appomni.com.