Technical Account Manager

Role Overview

The Technical Account Manager (TAM) serves as a dedicated CSIS support contact for key partnerships

including - xSP, EB, Partner Referrals, OEMs and Breach partners, providing post-sales product support in

a B2B context. This role focuses on delivering exceptional post-sales support while driving partner

success, revenue growth, and operational excellence. TAMs collaborate with cross-functional teams to

ensure readiness for new partnerships and product launches, continuously improving partner

experience through proactive engagement and strategic initiatives.

Key Responsibilities

 Develop and maintain strong relationships with Sales, Account Management, and Partner teams to

ensure alignment on objectives and delivery of high-quality service and support.

 Serve as a strategic liaison between internal teams and partners to identify growth opportunities,

resolve escalations, and enhance overall partner experience.

 Collaborate with Product Management, Sales, and Support Business Development to create and

execute support plans for new partners and ensure readiness for launches.

 Lead initiatives aimed at improving customer experience, support quality, and operational

productivity.

 Proactively identify and pursue revenue-generating opportunities with internal and external

stakeholders.

 Collaborate with content development and training teams to create support and sales training

materials; deliver 'train-the-trainer' sessions to second-level partner staff.

 Act as a knowledge resource for partners and vendors, ensuring second-level staff are equipped to

deliver high-quality support

 Work with partners and reporting teams to ensure timely and accurate reporting on partner

contacts and performance metrics

 Identify, reproduce, troubleshoot, and document partner/product issues, coordinating resolutions

across internal and external teams.

 Act as a liaison between Support, Product Management, Partner Delivery, and Engineering teams to

resolve technical issues impacting partner accounts.

Qualifications

 Strong troubleshooting skills and technical knowledge of major operating systems:
Android, iOS,

Windows, and macOS.

 Proven ability to follow through on tasks and commitments.

 Experience delivering training to groups is a plus.

 Experience driving projects, preferably within a Customer Service/ Support context.

 Self-managed, proactive work style with a strong ability to learn independently.

 Excellent time management and organizational skills; ability to meet strict deadlines.

 Flexibility and effective multitasking are essential.

 Direct Customer Support Experience Is Required.

 Strong written and verbal communication skills; comfortable working in a multicultural

environment.

 Fluency in English required; multi languages is a plus.

 Ability to understand and engage with technical documentation and development processes.

Preferred Qualifications

 Solid working knowledge of GEN products and systems.

 Familiarity with tolls such as Google CCAI, JIRA, Confluence, Agent Desktop, Optimus, Sales Force,

Romulus are a plus.

 Strong knowledge of Cyber Security and Consumer Security products.

 Experience in cross-functional stakeholder management and ability to influence without authority

Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.

We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency.

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.