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The Sr. Technical Account Manager (TAM) is a customer-facing expert responsible for driving customer satisfaction, retention, and growth across channels, distributors, and end-customers. This role requires a blend of technical expertise and business insight to articulate the company's value, manage strategic relationships, and navigate all phases of the sales and procurement lifecycle, including technical validation, deal formalization, renewal management, and opportunity development. The TAM acts as a trusted advisor and success champion, ensuring platform adoption, demonstrating value realization, and advocating for customer needs while coordinating closely with partners and internal teams to achieve account expansion and year-over-year contract renewal.
Responsibilities:
Sales & Renewal Activities:
- Opportunity Development: Proactively identify, qualify, and drive upsell and cross-sell opportunities within the account base, coordinating with partners and distributors to structure value‑driven proposals and bundled offerings for joint customers.
- Deal Formalization: Take ownership of generating accurate and persuasive technical content for formal documentation and creating sales proposals.
- Renewal Management: Own and execute the renewal strategy, working directly with the customer and through channel partners to ensure the contract is renewed and expanded year‑over‑year, with clear alignment to procurement timelines, budget cycles, and framework agreements.
- Pipeline & Forecasting: Manage and update the full opportunity pipeline (CRM) for all expansion, and renewal business, ensuring visibility into the account forecast across direct and channel motions, and providing early insight into upcoming procurement events, tenders, and RFPs.
- Procurement & Commercial Support: Collaborate with distributors and resellers to support customer procurement processes, including technical inputs to RFPs/RFQs, BoM validation, license mapping, and alignment with purchasing policies and contractual requirements.
Customer Success & Advisory Activities:
- Strategic Relationship Management: Maintain and develop strong business and technical relationships at all levels, acting as the customer's primary point of contact, trusted advisor, and success champion.
- Platform Optimization & Adoption: Perform regular platform health checks and business reviews; share expertise and provide relevant training to maximize customer adoption and utilization.
- Value Realization & Reporting: Continuously track and report on product utilization, demonstrating and ensuring measurable value delivery against the customer's stated business outcomes.
- Risk Mitigation & Advocacy: Run enhancement plans for accounts at risk; assist in resolving critical technical issues; and convey customer requirements to Product Management and Engineering as the internal advocate.
- Strategic Liaison: Conduct regular client visits for relationship building and collaboration; help customers align Qualys solutions with regulatory frameworks (CIS, PCI DSS, VAPT, etc.).
- Distributor & Partner Engagement: Participate in joint account planning sessions with partners and distributors to align customer success plans, renewal strategies, and expansion roadmap with the customer’s security and procurement priorities.
Qualifications:
