Staff Technical Account Manager

Onwards Together! Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. Powered by the Illumio AI Security Graph, our breach containment platform identifies and contains threats across hybrid multi-cloud environments – stopping the spread of attacks before they become disasters. Recognized as a Leader in the Forrester Wave for Microsegmentation, Illumio enables Zero Trust, strengthening cyber resilience for the infrastructure, systems, and organizations that keep the world running.

Our Team's Vision: Illumio Technical Account Managers (TAMs) provide exceptional product knowledge and validated skills to help organizations streamline deployment and improve operations of their Zero Trust Implementations. Backed by the resources of the entire Illumio organization and armed with standard methodologies, TAMs are responsible for building and maintaining post-sales relationships with Illumio’s most strategic customers. TAMs develop a trusted advisor relationship with key partners including customer executives, CIO, CTO, Line of Business leaders and IT Directors to ensure that the customer achieves their Zero Trust goals with Illumio’s solutions. TAMs recommend solutions, visualize opportunities, mitigate issues, and provide technical guidance to defined accounts. TAMs consult closely with customers to ensure their satisfaction and return on investment with Illumio’s solutions. They are the customer’s primary liaison with Illumio and are accountable for identifying and directly addressing all business and technical issues impacting the productive use of Illumio’s solutions. TAMs actively expand Illumio’s platform adoption and standardization within accounts, driving relationships at every level, internally and externally, to advocate for Illumio’s technology solutions and influence change. In addition to customer facing activities, TAMs report key account metrics and insight to Illumio’s internal teams while contributing to the overall TAM program development.

Your Impact: Establish long-term relationships within assigned accounts while developing an understanding of the client’s strategic goals and overall impact on business results. Provide project leadership, coordination, and architectural guidance for the customer’s cyber security, Zero Trust and Illumio product initiatives. Lead and drive challenging requests across simultaneous client engagements. Provide clear and constructive product feedback to Illumio’s Product Management teams based on customer use-cases and requirements. Understand the customer’s high-level business challenges while functioning as an advisory resource for “Best Practices” and driving adoption of Illumio’s solutions. Perform health checks, document findings, and provide best-practice recommendations. Be a customer advocate within Illumio to ensure that escalations are resolved in a timely fashion. Help customers avoid and/or mitigate issues with proactive guidance based on extensive customer experience. Collect metrics and develop reports that illustrate project health and progress.

TRAVEL: Although this is a home-office based position, applicants must be able to travel 30% for customer visits. Additional travel for training and conferences may also be required throughout the year.

Your Toolkit: Knowledge of cybersecurity industry products, Firewalls, Zero Trust architecture and Security best practices. A solid technical background in advanced security (preferably with technical certifications). Additionally, a background in data center infrastructure, operating systems, desktop deployments, system administration and/or technical architecture is preferred. Superb communication, presentation and interpersonal skills including the ability to communicate effectively and build relationships with security practitioners, architects and executives. Experience deploying enterprise security solutions. Fast learner with the ability to explain complex technical concepts to a variety of audiences. Strong business insight and problem-solving skills with the ability to influence internal and external partners at all levels. Be effective working independently and in a team setting. 5-10 years of experience supporting SaaS enterprise software.

Bonus Points: Bachelor’s degree in engineering or science. Knowledge of networking concepts such as: Routers, switches, load balancers, and security solutions from a variety of vendors. Experience with integrating heterogeneous security environments. Familiarity with SIEM and SOAR in enterprise customer environments.

Our Commitment: Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions drives our success and makes us stronger together. We are dedicated to creating and maintaining a diverse culture and emphasizing inclusion and belonging.