Digital Waffle
Technical Account Manager
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Technical Account Manager - Glasgow - £60,000 - Hybrid
Our client is looking for an experienced Technical Account Manager to join their Operations team and take ownership of key technical relationships across their managed security services.
This is a customer-facing role focused on building strong relationships, ensuring effective service delivery, providing technical guidance and helping customers get maximum value from their security services.
You’ll act as a trusted point of contact for customers, working closely with both technical and commercial stakeholders to understand their needs, identify areas for improvement and ensure services continue to deliver against expectations.
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Key Responsibilities
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- Build and maintain strong relationships with customer technical teams, service owners and key stakeholders.
- MUST have experience with the M365 Security Suite.
- Take ownership of the technical relationship and act as a trusted adviser to customers.
- Lead regular service reviews, ensuring performance, priorities, risks and improvement areas are clearly communicated.
- Work alongside commercial account teams to provide customers with meaningful service metrics, KPIs and performance updates.
- Identify opportunities to improve the customer's security environment and introduce additional services where there is a genuine business need.
- Ensure customers are making full use of the security services, platforms and licences provided to them.
- Monitor service quality and work with internal teams and customers to resolve issues quickly and effectively.
- Proactively identify risks, ensuring they are appropriately managed, escalated and communicated.
- Support continual service improvement by reviewing processes, gathering customer feedback and driving agreed actions through to completion.
- Represent the customer's interests internally and ensure their priorities are understood across the wider organisation.
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