Manager, Associate Technical Account Management, East

As the Regional Manager of Associate Technical Account Management, you will report to the Regional Director of Customer Success for Americas. You will lead a newly created team of Associate Technical Account Managers (TAMs)

Our Scaled Customer Success approach balances two distinct workflows, and as the TAM Manager, you will oversee the strategic execution of both. The primary engagement model is reactive, where your leadership will guide the team in monitoring dashboards for risk signals and collaborating with account teams to deliver targeted interventions. You will empower your team to lead impactful sessions addressing adoption barriers, deliver targeted training programs, facilitate feature request collection, conduct insightful usage pattern analysis, and ensure seamless technical support coordination across their assigned accounts. 

While the initial focus will be on effectively managing reactive engagements, you will also champion the development of proactive strategies that create one-to-many impact across the customer base. This involves identifying trends and patterns across customer engagements, driving the creation of scalable solutions that benefit multiple accounts simultaneously, and overseeing the development of standardized resources that proactively address common challenges. Your leadership in this dual approach will ensure the efficient resolution of immediate customer needs while strategically expanding our influence and value delivery across the broader portfolio. 

WHAT YOU’LL DO: 

• Lead and develop a team of Associate TAMs focused on driving adoption and success across a large customer pool, ensuring their individual growth and impact. 
• Champion the voice of the customer within your region, proactively highlighting successes and raising risks to internal teams. 
• Contribute as a key member of the regional Extended Leadership Team, collaborating with cross-functional leaders to drive regional customer success. 
• Partner with Global Scaled TAM teams to define, implement, and continuously improve best practices and the overall model. 
• Own and drive the achievement of key performance indicators (KPIs) related to adoption, security risk reduction, customer health, and retention, consistently striving to exceed targets. 
• Strategically promote the full adoption of the Wiz platform and the democratization of security practices within customer environments. 
• Collaborate with global Customer Success peers to develop and execute a unified global strategy focused on excellence. 
• Serve as the primary point of escalation for critical customer situations within your assigned base. 
• Maintain a strong technical understanding of the Wiz platform, cloud computing, cybersecurity, and the broader IT ecosystem to effectively guide your team and advise customers. 
• Enable customers to secure their cloud deployments by proactively advising on cloud security best practices throughout their journey with Wiz. 
• Collaborate proactively with our Partners and Channel team to ensure positive customer outcomes. 
• Act as a passionate advocate for our post-sales customer experience, articulating the value of our support packages to prospects when necessary. 
• Stay current with cloud and cybersecurity trends and our product roadmap to anticipate future customer needs and proactively prepare your team. 

WHAT YOU’LL BRING: 

• 5+ years of leadership experience, running scaled or digital touch teams in the cybersecurity, containers, and/or cloud computing markets. 
• Knowledge of cloud computing and ideally, hands-on experience with building and operating cloud infrastructure. 
• A highly consultative and strategic mindset, setting ambitious goals and innovating to achieve them. 
• Proven track record of working with customers at senior levels (ideally up to CxO level) in a Customer Success, Support, Service Delivery, TAM, and/or Professional Services role. 
• Experience managing customer escalations and balancing customer expectations with design and business requirements. 
• Excellent written and verbal communication skills. 
• Strong organizational and time management skills. 
• Thorough understanding of cloud platform features, capabilities, and best practices for securing and building on the cloud. 
• Ability to thrive in ambiguity and be a self-starter, self-directed, and independent thinker. 
• Ability to multitask and work in a fast-paced environment.