Technical Account Manager

About the Technical Account Manager Role at Expel

As a Technical Account Manager, you are crucial in ensuring that assigned accounts extract maximum technical value from Expel's service. This role directly supports customer retention and growth through expert technical consultation, seamless service integration, and hands-on problem-solving. You will cultivate robust relationships with security practitioners and technical leaders, championing platform adoption and deeper integrations within their existing security ecosystems, thereby maximizing their investment in Expel.

You will work in close partnership with Customer Success Managers, who manage the commercial relationship and retention outcomes. Your primary responsibility is to provide deep technical expertise, allowing CSMs to concentrate on strategic and executive-level engagements. In the event of security incidents, you will lead the technical response coordination with customers. For integration or troubleshooting challenges, you are expected to resolve them, escalating to senior team members when necessary.

Success in this role is measured by technical value realization across your accounts, including adoption metrics, time-to-value, customer technical health scores, and your direct contribution to retention outcomes alongside your CSM partners. This position focuses on enterprise accounts, where the level of technical complexity and investment warrants dedicated technical advisory support.

What Expel Offers You

• Extend your network by connecting with security leaders across diverse industries.
• Engage in critical customer missions: safeguarding people and potentially saving lives.
• Deepen your expertise in the security market, particularly in security operations.
• Opportunity to exercise your consultative risk management and security strategy skills.
• Access to a leading security operations platform in the market.
• Gain continuous experience with cutting-edge security technologies and methodologies.

Your Impact at Expel

• Drive platform adoption and enhance technical health metrics for your accounts, ensuring customers fully utilize Expel's capabilities.
• Develop profound technical relationships with security practitioners, architects, and technical leaders who influence adoption and integration decisions.
• Advise customers on improving their security programs, detection strategies, and optimizing technology investments.
• Guide customers in maturing their use of Expel, expanding integrations, and fine-tuning configurations over time.
• Provide essential technical content and support for CSM-led quarterly business reviews.
• Resolve troubleshooting and integration issues, collaborating with Technical Support Engineers, Detection & Response, Engineering, and Product teams as needed; escalate complex problems to senior TAMs.
• Lead technical incident response coordination with customers, managing all technical aspects while CSMs handle executive communications.
• Identify opportunities for technical expansion, such as new integrations or additional coverage.
• Support and learn from senior team members on the most challenging technical issues.

What You Bring to the Team

• 5+ years of experience in the security industry, with a significant portion in consultative, customer-facing roles.
• Deep technical expertise in at least two security product areas (e.g., EDR, NDR, SIEM, Cloud security, IAM) and related detection strategies.
• Proven experience in customer-facing technical roles, such as solutions engineering, professional services, or technical consulting.
• A strong understanding of enterprise security operations and the common challenges faced by security teams.
• Exceptional consultative skills, demonstrating a primary focus on listening and understanding customer context before proposing solutions.
• Ability to effectively communicate complex technical concepts to diverse audiences, ranging from SOC analysts to security directors.

Key skills/competency

• Technical Account Management
• Security Operations
• Customer Relationship Management
• Platform Adoption
• Incident Response Coordination
• Technical Consulting
• Security Strategy
• Troubleshooting
• EDR/NDR/SIEM
• Cloud Security/IAM