Technical Account Manager

Full-time
- Department: Tech Support
- Work Type: In-Office

**Company Description**:
At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night.

Sectigo is the most innovative provider of certificate lifecycle management (CLM), delivering comprehensive solutions that secure human and machine identities for the world’s largest brands. Sectigo’s automated, cloud-native CLM platform issues and manages digital certificates across all certificate authorities (CAs) to simplify and improve security protocols within the enterprise. Sectigo is one of the largest, longest-standing, and most reputable CAs with more than 700,000 customers and two decades of delivering unparalleled digital trust.

**“When people think Online trust management, they think Sectigo because we offer our customers unparalleled peace of mind.”**

How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - **S**upport, **E**xcellence, **C**ommunication, **T**eamwork, **I**ntegrity, **G**rowth and **O**penness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you.

We are looking for a talented Technical Account Manager to join our growing global team at Sectigo.

The Technical Account Manager (TAM) plays a pivotal role in providing Premier Support to high value enterprise customers, delivering an elevated level of access to Sectigo experts and features. Acting as the single point of contact for issue management, this individual ensures consistent, proactive, and personalized service while collaborating with internal teams to optimize solutions for customer success.

Sectigo Premier Support is designed to provide 24/7/365 access to experts, minimizing downtime, maximizing productivity, and driving customer success. This role is critical to achieving Sectigo’s mission of delivering a world-class customer experience.

Please Note: The Reporting Manager and the Work Arrangement requirements may be modified and redesigned based on business needs to ensure operational flexibility and organizational effectiveness.

This is a full-time and in-office position, reporting to our Ottawa office 5 days a week.

This is an individual contributor role, reporting to our Director, Technical Customer Success.

Here are the core functions, responsibilities, and expectations for this role:
**Technical Support and Guidance**:

- Facilitate timely solutions for technical support problems, ensuring mínimal disruption and productivity loss.
- Collaborate with internal technical teams to proactively monitor and manage customer issues.
- Troubleshoot and resolve technical problems with a strong understanding of Sectigo's **PKI/Digital Security products**, including SSL/TLS, S/MIME, and Certificate Lifecycle Management (CLM).
- Adhere to **support metrics**, including SLAs, response times, and resolution times, while meeting and exceeding customer expectations.

**Customer Relationship Management**:

- Provide **Premier-quality account management** to assigned customers, ensuring they fully receive the benefits of the Premier Support program.
- Act as the **primary point of contact**, delivering advanced troubleshooting and maintaining strategic relationships.
- Build trust by providing consistency, accountability, and visibility tailored to the customer's business and product needs.
- Conduct **periodic business reviews** to discuss technical health, actionable insights, and personalized assessments.

**Product Expertise**:

- Provide **product training and technical advice** to clients, ensuring they are empowered to use Sectigo solutions effectively.
- Maintain expertise in Sectigo's product suite and related technologies, including Microsoft, Cisco, AWS, Citrix, Linux, Apache, RedHat, and Windows operating systems.
- Leverage deep technical skills to proactively manage key events and prevent disruptions for customers.

**Account Management and Growth**:

- Manage customer relationships to ensure satisfaction, retention, and long-term success.
- Identify opportunities by analyzing customer needs and usage trends.
- Act as a trusted advisor by providing personalized, **data-driven insights** and technical health reviews to achieve customer objectives.
- Advocate for customers by providing feedback to Sectigo's engineering and product teams based on customer insights.

Additional tasks associated with this position may be assigned in response to company initiatives and business needs.

**Qualifications*