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Technical Project Manager - Enterprise Support.
Position Summary
The TPM is a strategic customer-facing role within the Support organization responsible for managing a portfolio of 10-12 , customer-facing role within the Support organization, responsible for managing a portfolio of 10-12 large enterprise accounts. Acting as the primary post-sales technical advocate, the TPM customers achieve maximum value from the platform through proactive engagement, issue management, product adoption, and executive-level communication.
The Support TPM serves as the bridge between customers and internal teams, including Support, Engineering, Product Management, Operations, and Sales, driving customer success, reducing risk, improving retention, and ensuring timely resolution of technical and operational challenges.
Key Responsibilities
Customer Relationship & Success Management
Manage and nurture relationships with 10-12 assigned enterprise customers.
- Serve as the trusted advisor and primary escalation point for customer concerns.
- Develop and execute customer success plans focused on retention and value realization.
Monitor customer health, satisfaction, and engagement to identify risks and opportunities.
Technical Oversight
Understand customer environments, business objectives, infrastructure, and use cases.
- Lead Weekly Status Reviews (WSRs), Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs).
- Provide guidance on best practices, integrations, and platform usage optimization.
Escalation & Incident Management
- Drive resolution of critical support escalations, high-priority incidents, and long-pending issues
- Coordinate cross-functional teams, including Support, Engineering, QA, Product Management, and Operations.
- Ensure timely communication, stakeholder alignment, and adherence to resolution timelines.
Facilitate Root Cause Analysis and post-incident reviews for major customer-impacting issues.
Customer Advocacy & Executive Reporting
• Represent the Voice of the Customer internally and advocate for customer requirements.
- Track feature requests, product feedback, and enhancement opportunities.
- Prepare executive-level reports highlighting account health, open risks, escalations, and success outcomes.
Identify renewal risks and collaborate with Sales on retention and expansion opportunities.
Operational Excellence
- Track customer commitments, deliverables, support cases, and project milestones.
- Maintain accurate account documentation, action plans, and customer success records.
- Drive accountability across internal teams to ensure customer commitments are met.
Required Qualifications
Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent experience.
- 5+ years of Customer Success, Technical Account Management, Enterprise Support, or related customer-facing experience.
5+ years of experience in SaaS environments. - Proficiency in Arabic is an advantage, particularly for supporting customers in the Middle East region.
- Strong knowledge of Networking and security concepts
- Experience managing enterprise customers and complex technical escalations.
- Excellent verbal, written, presentation, and stakeholder management skills.
- Ability to communicate effectively with both technical teams and executive leadership.
- Strong project management, prioritization, and organizational skills.
Preferred Qualifications
Experience in Cybersecurity, Vulnerability Management, Compliance, or Risk Management domains.
- Familiarity with PCI-DSS, NIST, Vulnerability Management, Web Application Security, or Cloud Security.
- Certifications such as Security+, PMP, CISM, CISSP, ITIL, or equivalent.
- Prior experience with enterprise security platforms and customer success methodologies.
Success Metrics
Customer Retention and Renewal Rate
- Customer Health Score
- Product Adoption and Utilization
- Escalation Resolution Effectiveness
- Customer Satisfaction (CSAT)|
- Reduction in Revenue Risk
- QBR/MBR Completion and Customer Engagement
Executive Stakeholder Satisfaction
