Technical Account Manager in Birmingham

Business Background

We are the leading global assurance partner, bringing together decades of unrivalled expertise in assessment, advisory, inspection and cybersecurity services. Our solutions-based partnerships are supported by data-driven insights that help our clients solve their biggest business challenges.

Role Purpose

As a Technical Account Manager (TAM) within LRQA’s Cyber Client Success team, you are the client’s embedded security expert and primary technical advocate. Your purpose is to maximise client outcomes from LRQA Cyber services (e.g., SOC, SIEM/XDR/EDR, vulnerability and exposure management), ensuring our solutions align to the client’s strategy, are adopted effectively, and continuously improved to deliver measurable value (risk reduction, faster detection & response, and operational efficiency). You operate as an extension of the client’s security team, orchestrating the right Cyber capabilities at the right time and translating technical change into business impact.

What Great Looks Like (Outcomes You Drive)

• Value realisation & adoption: Clear success plans, accelerated time to value, increasing coverage of log sources/use cases, sustained utilisation of capabilities (Sentinel/LogRhythm/CrowdStrike/Tenable).
• Service maturity & resilience: Tuned detections, optimised data pipelines, reduced false positives, improved MTTA/MTTR, robust change governance.
• CX & alignment: Quarterly service reviews that go beyond metrics to decisions and roadmaps; proactive risk and improvement recommendations that reflect the client’s context.
• Trusted partnership: Seen by the client as a go to technical leader who anticipates issues, mobilises LRQA teams, and keeps the programme on track.

Key Responsibilities

• Provide high level SME knowledge, oversight, and guidance to help clients extract maximum value from LRQA technology products and services.
• Work with and assist clients in selecting and integrating security technologies so they fit the client’s strategy and objectives (architecture, risk, compliance).
• Support new projects, scoping, architecture, and service improvement initiatives across SOC and defensive security services; define readiness gates and change plans.
• Identify continuous improvement opportunities for detections/content, log source coverage, and Security Automation & Orchestration use cases (playbooks/workflows).
• Provide guidance, enablement, training, and demonstrations on LRQA technology products and services to accelerate adoption and maturity.
• Provide additional technical oversight and support to the aligned Account Manager and Client Success Manager; maintain a joint success plan and roadmap.
• Attend and support Service Reviews (monthly/quarterly), connecting KPIs/SLAs to actionable improvements and tracking closure.
• Support the delivery of services throughout client onboarding in partnership with the Technical Project Team; ensure change hygiene and rollback plans are in place.
• Collaborate across SOC Operations and Security Engineering, consistently providing the voice of the customer and driving cross functional alignment.
• Co‑develop use cases, workflows, and SOC operating processes to enable successful service delivery and measurable risk reduction.
• Act as the primary escalation point for technical issues within the customer’s deployed services and technologies; lead root cause and preventive actions.
• Conduct client‑facing consumption and coverage reviews; publish insights (log source completeness, alert fidelity, false positive reduction, MTTA/MTTR).
• Work collaboratively with Client Success Managers to ensure key account metrics (adoption, quality, stability, CX) are kept on track.

Technical / Professional Qualifications / Requirements

• Strong, demonstrable & practical experience in configuration and deployment of security platforms (appropriate qualifications beneficial), including Microsoft Sentinel, LogRhythm SIEM, CrowdStrike NG SIEM/XDR, Tenable One (exposure/vulnerability management), EDR/EPP tooling and related SOC technologies.
• Demonstrable experience across infrastructure and operating systems (Windows/Linux), system event logging, Active Directory/identity, and permissions based controls.
• Hands‑on experience designing detection content, use cases, suppression/tuning, and SOAR playbooks/ workflows; understanding of data pipelines and connector optimisation.
• Strong understanding of infrastructure and security architecture to enable deployment and scaling of next generation SIEM/XDR technologies.
• Proven track record of Technical Account Management or equivalent client‑facing technical leadership, with ownership of success plans and service reviews.
• Experience in managing multiple stakeholders and projects, balancing strategic planning with operational delivery.
• Excellent presentation, communication, and interpersonal skills; ability to negotiate and resolve conflicts while maintaining client trust.
• A continuous improvement mindset, with the ability to connect technical metrics (e.g., false positive rate, MTTA/MTTR, coverage) to business outcomes and client value.

Desired Qualifications

Pre-Employment Checks

If you are successful in securing a role with us, we will carry out pre‑employment checks in accordance with what is allowed under local law. These checks will include, (as permitted):- right to work, identification, verification of employment history, education, and criminal records. We may involve the third‑party supplier to run the background checks as needed and your data will be retained for a period as needed for the purpose of employing you. Your data will be stored in accordance with all relevant privacy legislation. Please contact us if you have any questions or concerns.

Diversity and Inclusion at LRQA

We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business. Together our employees make our communities better and we want you to be part of our diverse team!

LRQA is a leading global assurance provider. The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future.