Technical Account Manager

Location:

Herndon, VA (3 days per week in-office required. Must be in commutable distance to the work location)

Technical Account Manager

Full-time

We are seeking a DC metro area-based experienced Technical Account Manager (TAM) to join our Global Enterprise Service Delivery team. The TAM is responsible for providing strategic technical guidance and assurance to Assured’s enterprise managed-service customers. The TAM acts as a trusted technical advisor, developing a detailed understanding of the customer’s backup environment, infrastructure, recovery objectives and technical priorities. The role focuses on proactively identifying risk, improving platform maturity, validating recovery readiness and helping customers maximise the value of their data protection investment.

The TAM works closely with Customer Success, Enterprise Engineers, Support and Vendors ensuring technical confidence, ensuring customers understand the health, resilience and future direction of their environment.

• Act as the primary technical advisor for an assigned portfolio of enterprise customers.
• Build a deep understanding of each customer’s architecture, infrastructure, workloads and recovery requirements.
• Maintain visibility of technical risks, dependencies and improvement opportunities.
• Provide proactive recommendations rather than relying solely on reactive support activity.
• Develop trusted relationships with customer infrastructure, backup, security, architecture and engineering teams.

• Regularly assess the health and configuration of customer environments.
• Identify opportunities to improve platform performance, efficiency, resilience and manageability.
• Review capacity, growth and utilisation trends.
• Provide recommendations aligned with Assured best practices.
• Coordinate specialist engineering support where deeper technical expertise is required.

• Understand customer recovery requirements including critical workloads, RPOs and RTOs.
• Assess whether the technical environment supports agreed recovery objectives.
• Support the planning and review of recovery testing activities.
• Review test results and identify technical remediation or improvement opportunities.
• Help customers build confidence that critical services and data can be recovered when required.

• Maintain awareness of technical risks across assigned customers.
• Identify configuration gaps, architectural weaknesses, capacity concerns and recovery risks.
• Escalate material technical risks through the appropriate Enterprise Service Delivery processes.
• Track technical recommendations and remediation activities through to resolution.
• Support the development of path-to-green plans for customers experiencing technical challenges.

• Develop customer-specific technical improvement roadmaps.
• Identify short, medium- and long-term opportunities to improve platform maturity.
• Support customers with planning for upgrades, migrations, cloud adoption and infrastructure change.
• Ensure technical roadmaps remain aligned with the customer’s wider business and resilience objectives.

• Provide technical input into customer service reviews and Quarterly Business Reviews.
• Present platform health, technical risk, capacity, recovery readiness and improvement recommendations.
• Translate technical information into clear business impact for senior customer stakeholders.
• Provide recommendations and supporting evidence rather than simply reporting operational statistics.

• Provide technical oversight during significant incidents where appropriate.
• Support investigation of complex or recurring technical issues.
• Participate in Root Cause Analysis activities.
• Identify longer-term corrective actions following major incidents.
• Work with Enterprise Engineers, Support and Vendors to ensure underlying technical issues are addressed.

• Identify common technical themes and risks across the enterprise customer base.
• Work with Enterprise Engineering to develop standards, tooling, automation…