Manager of Technical Account Management Job Manchester area,England UK,Management

The Manager Technical Account Management is responsible for leading, developing, and supporting a high-performing team of Technical Account Managers while maintaining their own portfolio of strategic customers
Working alongside a peer TAM Manager, this role helps drive consistency, customer satisfaction, service quality, and continuous improvement across the global TAM function spanning the United Kingdom, Netherlands, Australia, and Manila
This is a player-coach role, balancing people leadership with hands-on customer engagement. The role holder directly manages a team of 5-6 TAMs while personally owning a portfolio of 10-12 customers as a Technical Account Manager
The Manager Technical Account Management ensures TAMs are successfully executing their responsibilities, delivering measurable customer outcomes, driving customer retention, and maintaining high standards of technical and service excellence
The role also acts as a key member of the Client Services leadership team, contributing to strategy, operational improvements, resource planning, and talent development across the global TAM organisation
Lead, coach, and develop a team of 5-6 Technical Account Managers, ensuring high performance, engagement, and career growth
Partner with the peer Manager Technical Account Management to jointly lead the global TAM function, driving consistency across teams located in the UK, Netherlands, Australia, and Manila
Maintain direct ownership of a portfolio of 10-12 customers as a Technical Account Manager, acting as a strategic technical advisor and executive stakeholder contact
Drive customer retention and satisfaction by ensuring TAMs consistently deliver measurable customer outcomes, value realisation, and exceptional service experiences
Oversee the quality and consistency of TAM deliverables, including technical roadmaps, TAM Scores, Quarterly Business Reviews, health checks, and continuous improvement plans
Act as the senior escalation pointfor complex customer, service, and technical issues, ensuring timely resolution and effective stakeholder management
Manage team capacity, utilisation, and resource allocation, balancing customer demand with operational priorities and employee wellbeing
Build strong relationships with internal stakeholders, including Service Delivery Management, SOC Operations, Professional Services, Sales, and Client Services leadership teams
Contribute to the strategy, development, and continuous improvement of the global TAM function, including processes, methodologies, tooling, reporting, and best practices
Support business growth and portfolio expansion by identifying opportunities to improve customer security maturity, increase service adoption, and strengthen long-term customer partnerships

Demonstrated experience leading, coaching, and developing high-performing teams
Familiarity with service management frameworks and operational governance practices (e.g., ITIL, KPI/SLA management, customer success methodologies)
Ability to understand and advise on end-to-end customer environments
Proven ability to balance operational leadership, people management, and direct customer ownership within a player-coach environment
Significant experience in a customer-facing technical role (e.g., Technical Account Manager, Security Consultant, Service Delivery Manager, Customer Success Manager, or similar)
Preference:
Experience managing distributed or global teams across multiple geographies and time zones
Strong ability to interpret security metrics and performance data and translate them into clear, risk-based recommendations and executive narratives
Ability to drive customer retention, customer satisfaction, and long-term strategic partnerships
Proactive, accountable, and customer-focused leader with a strong sense of ownership and a commitment to developing people and delivering exceptional customer outcomes
Relevant certifications such as CISSP, CISM, Security+, ITIL, cloud security, or leadership qualifications are desirable
Strong understanding of SOC operations, threat detection, incident response, and managed security services delivery
Experience driving continuous improvement initiatives, including process optimisation, automation adoption, service maturity, and operational excellence
Experience with security technologies such as SIEM, EDR and SOAR
Experience delivering and coaching others in the delivery of Quarterly Business Reviews (QBRs) and executive-level presentations
Ability to engage and influence senior customer…