Technical Account Manager, Managed Services Security

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.

The Technical Account Manager (TAM) is a member of the AHEAD Managed Services Client Experience team, responsible for guiding clients through the strategic, operational, and technical aspects of their security transformation and driving measurable outcomes from AHEAD Managed Security Services. Working within AHEAD’s outcome-led delivery model, the TAM builds close client relationships to understand business goals, security challenges, and compliance requirements, and translates them into a prioritized roadmap that reduces risk and accelerates value realization.

The role calls for strong security depth across managed detection and response, security operations, endpoint protection, and incident response, combined with client-facing advisory skills and commercial acumen. A platform‑first, multi‑vendor mindset is essential: hands‑on experience with Palo Alto Networks Cortex XSIAM and Cortex XDR is expected, but not exclusively—demonstrated fluency across other leading SIEM, XDR, and SOAR platforms and security automation is equally key.

Experience with AI‑enabled and agentic SOC operations—how AI, analytics, and automation accelerate detection, triage, and response and reduce mean time to detect and respond—is a core requirement of the role.

• Client health and satisfaction: sustained high client health and CSAT across the named account base, with issues addressed before they affect the relationship.
• Retention and growth: strong renewal and gross retention, plus qualified expansion opportunities surfaced to MSS leadership and account teams.
• Security outcomes: measurable risk reduction and improved detection and response maturity, including reduced mean time to detect and respond and broader detection coverage.
• Delivery quality: audit‑ready case quality and defensibility, delivered consistently through the Unified Delivery Framework.
• Commercial health: engagements scoped and delivered to sustain both client value and healthy service margins.

• Serves as the client’s single point of contact and advocate for technical and security matters across AHEAD Managed Security Services, building trusted relationships with a named client base and a deep understanding of each client’s environment, program maturity, and risk profile.
• Acts as a strategic security advisor, aligning managed services capabilities to business objectives, security priorities, and regulatory requirements, and framing every engagement around defined client outcomes rather than task completion.
• Owns the client health relationship, proactively monitoring service adoption, outcome attainment, and satisfaction signals, and driving corrective action before issues impact renewal or retention.
• Leads the Quarterly Business Review (Q ) operating model, communicating service value, security trends, risk observations, quantified business impact, and a forward‑looking strategic roadmap to executive stakeholders.
• Champions a platform‑first approach, guiding clients toward consolidated SIEM, XDR, and SOAR platforms—including Palo Alto Networks Cortex XSIAM and Cortex XDR as well as other leading technologies—to reduce tool sprawl, improve telemetry coverage, and lower total cost of operations.
• Advances AI‑enabled and agentic SOC maturity,…