We are looking for a passionate people leader to join our Belfast office as a Manager of Technical Account Management, leading our customer-centric TAMs in supporting enterprise customers to simplify the complex through our cybersecurity solutions. The ideal candidate will be adaptable, results-driven, and experienced in developing high-performing teams while building strong cross-functional partnerships with Engineering, Support, and Customer Success.
About the Team
Rapid7’s Technical Account Management (TAM) organization partners closely with our Enterprise customers to help them achieve their program goals and maximize value from their Rapid7 products. TAMs deliver expert guidance, conduct executive business reviews, assist with new product implementations, and provide enablement sessions and demos.
About the Role
As a Manager of Technical Account Management, your primary responsibility will be to lead and develop a global team of Technical Account Managers who serve as trusted advisors to Rapid7’s enterprise customers. You will ensure customer satisfaction, enablement, and retention through effective coaching, process improvement, and strategic collaboration. Specifically, your focus will be to:
1. Lead and coach a high-performing team of Technical Account Managers to resolve complex customer challenges and deliver on KPIs.
2. Partner with Customer Success and Go-to-Market teams to develop account plans that drive product adoption and resolve issues.
3. Collaborate with Global Support, Engineering, and Product teams to improve product supportability and the overall customer experience.
4. Recruit, onboard, and mentor team members while tracking individual and team performance metrics.
5. Establish scalable, consistent global processes that enable frictionless customer engagement.
6. Foster a collaborative team culture rooted in accountability, adaptability, and customer obsession.
7. Occasionally travel to client sites (10–15%) to support relationship development and customer success initiatives.
The Skills and Qualities You’ll Bring Include:
8. 6+ years of relevant IT experience (cybersecurity experience preferred).
9. 3–5 years of management experience in technical, customer-facing organizations (e.g., Customer Success, TAM, or Support).
10. Proven success managing customer escalations and building long-term client relationships.
11. Ability to engage deeply with technical stakeholders or communicate complex concepts to non-technical audiences.
12. Strong cross-functional collaboration skills and the ability to influence outcomes across teams.
13. Excellent organizational and project management skills with experience managing multiple priorities.
14. Bachelor’s degree in Computer Science, Information Systems, or a related technical field (or equivalent experience).
15. Core Value Embodiment - Embody our core values to foster a culture of excellence that drives meaningful impact and collective success.
We know that the best ideas and solutions come from multi-dimensional teams—those that reflect a variety of backgrounds, experiences, and perspectives. If you’re excited about this role and believe your experience can make an impact, don’t be shy - apply today.
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