Technical Account Manager

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 - Support, Excellence, Communication, Teamwork, Integrity, Growth and Openness. 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.

Job Description

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 minimal 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.
• Demonstrate strong knowledge of networking concepts (TCP/IP, DNS, SMTP, SSH, SSL) and information security products (antivirus, spam filters, email encryption, etc.).
• 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

Education:

• Bachelor's degree in business, information technology, or a related field (or equivalent experience) is strongly preferred.

Experience:

• Minimum 3 years of dedicated customer support, account management, or client success experience in a technical or service-related field.
• Proven ability to work effectively in team environments and manage cross-functional communication.
• Experience in the security industry or with technical support products is a strong asset.

Ideal Candidate Profiles, Talents, and Desired Qualifications:

Account Management:

• Proven ability to build and nurture long-term customer relationships.
• Experience in enterprise account management or a similar customer-facing role.
• Experience conducting business reviews and delivering customer-centric solutions.

Technical Expertise:
- Familiarity with enterprise-grade technical environments, including Microsoft products, AWS, Cisco, and Java.
- Understanding of PKI/Digital Security products.
- Expertise in operating systems (Linux, Apache, RedHat, Windows) and networking concepts (TCP/IP, DNS, SMTP, etc.).
- Hands-on experience troubleshooting server-level and security product issues.

Communication and Problem-Solving:
- Excellent interpersonal and organizational skills to manage multiple accounts effectively.
- Strong problem-solving skills to address technical challenges and provide timely resolutions.

Soft Skills:
- Ability to work collaboratively in a team environment and adapt to flexible schedules.
- Strong relationship-building, problem-solving, and customer service skills.
- Ability to manage multiple accounts and prioritize tasks effectively.
- Analytical mindset with a proactive approach to identifying and solving issues.
- Willingness to adjust working hours based on customer needs and business demands.
- Fluency in English with excellent verbal and written communication skills is critical. Additional language expertise with business level proficiency is a plus.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Global team. Global reach. Global impact.

At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.