The Technical Account Manager ensures partner success by providing post-sales support and collaborating with internal teams. They drive growth, resolve issues, and enhance partner experience.
Role Overview
The Technical Account Manager (TAM) serves as a dedicated CSIS support contact for key partnerships
including - xSP, EB, Partner Referrals, OEMs and Breach partners, providing post-sales product support in
a B2B context. This role focuses on delivering exceptional post-sales support while driving partner
success, revenue growth, and operational excellence. TAMs collaborate with cross-functional teams to
ensure readiness for new partnerships and product launches, continuously improving partner
experience through proactive engagement and strategic initiatives.
The Technical Account Manager (TAM) serves as a dedicated CSIS support contact for key partnerships
including - xSP, EB, Partner Referrals, OEMs and Breach partners, providing post-sales product support in
a B2B context. This role focuses on delivering exceptional post-sales support while driving partner
success, revenue growth, and operational excellence. TAMs collaborate with cross-functional teams to
ensure readiness for new partnerships and product launches, continuously improving partner
experience through proactive engagement and strategic initiatives.
Key Responsibilities
Develop and maintain strong relationships with Sales, Account Management, and Partner teams to
ensure alignment on objectives and delivery of high-quality service and support.
Serve as a strategic liaison between internal teams and partners to identify growth opportunities,
resolve escalations, and enhance overall partner experience.
Collaborate with Product Management, Sales, and Support Business Development to create and
execute support plans for new partners and ensure readiness for launches.
Lead initiatives aimed at improving customer experience, support quality, and operational
productivity.
Proactively identify and pursue revenue-generating opportunities with internal and external
stakeholders.
Collaborate with content development and training teams to create support and sales training
materials; deliver “train-the-trainer” sessions to second-level partner staff.
Act as a knowledge resource for partners and vendors, ensuring second-level staff are equipped to
deliver high-quality support
Work with partners and reporting teams to ensure timely and accurate reporting on partner
contacts and performance metrics
Identify, reproduce, troubleshoot, and document partner/product issues, coordinating resolutions
across internal and external teams.
Act as a liaison between Support, Product Management, Partner Delivery, and Engineering teams to
resolve technical issues impacting partner accounts.
Qualifications
Strong troubleshooting skills and technical knowledge of major operating systems: Android, iOS,
Windows, and macOS.
Proven ability to follow through on tasks and commitments.
Experience delivering training to groups is a plus.
Experience driving projects, preferably within a Customer Service/ Support context.
Self-managed, proactive work style with a strong ability to learn independently.
Excellent time management and organizational skills; ability to meet strict deadlines.
Flexibility and effective multitasking are essential.
Direct customer support experience is required.
Strong written and verbal communication skills; comfortable working in a multicultural
environment.
Fluency in English required; multi languages is a plus.
Ability to understand and engage with technical documentation and development processes.
Preferred Qualifications
Solid working knowledge of GEN products and systems.
Familiarity with tolls such as Google CCAI, JIRA, Confluence, Agent Desktop, Optimus, SalesForce,
Romulus are a plus.
Strong knowledge of Cyber Security and Consumer Security products.
Experience in cross-functional stakeholder management and ability to influence without authority
Strong troubleshooting skills and technical knowledge of major operating systems: Android, iOS,
Windows, and macOS.
Proven ability to follow through on tasks and commitments.
Experience delivering training to groups is a plus.
Experience driving projects, preferably within a Customer Service/ Support context.
Self-managed, proactive work style with a strong ability to learn independently.
Excellent time management and organizational skills; ability to meet strict deadlines.
Flexibility and effective multitasking are essential.
Direct customer support experience is required.
Strong written and verbal communication skills; comfortable working in a multicultural
environment.
Fluency in English required; multi languages is a plus.
Ability to understand and engage with technical documentation and development processes.
Preferred Qualifications
Solid working knowledge of GEN products and systems.
Familiarity with tolls such as Google CCAI, JIRA, Confluence, Agent Desktop, Optimus, SalesForce,
Romulus are a plus.
Strong knowledge of Cyber Security and Consumer Security products.
Experience in cross-functional stakeholder management and ability to influence without authority
Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.
We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency.
To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
Top Skills
Android
Confluence
Google Ccai
iOS
JIRA
macOS
Optimus
Romulus
Salesforce
Windows
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