Technical Account Manager

il y a 5 jours

Rue des Petites Écuries Paris France Paris Paris France Sekoia Temps plein

Want to give your cybersecurity career a boost?

Join as a Technical Account Manager in our Customer Success team. Trained on our innovative platform, you will become your customers' trusted technical liaison, orchestrating their adoption and maximizing the value of , from onboarding to renewal. Working alongside a Customer Success Manager and in close collaboration with our Sales Executive, you will analyze their architectures, lead practical workshops, provide insights to enrich the roadmap, and actively contribute to upsells and renewals thanks to your expertise.

Your missions

Technical analysis and optimization

  • Map architecture and customer usage after signing to identify areas for optimization on

  • Regularly audit existing configurations, detect points of friction, and recommend technical adjustments.

Product adoption & workshops

  • Co-facilitate practical workshops (in tandem with the CSM) to build user skills on

  • Present new features, demonstrate use cases, and help teams get the most value out of the tool.

SLA monitoring & action plan

  • Measure and monitor service indicators (SLAs, operational KPIs) throughout the customer cycle.

  • In the event of an incident, formulate and share a corrective technical action plan with the customer.

Technical review & ongoing feedback

  • Conduct periodic health checks in partnership with the CSM: review configuration, collect feedback, and share the product roadmap.

  • Centralize areas for improvement, qualify requests, and forward them to the Product/R&D teams.

Critical incident management

  • Serve as the primary point of contact (with the CSM) for managing major incidents: coordinating investigations, monitoring deadlines, and communicating with the customer.

  • Ensure the traceability of corrective actions and contribute to the improvement of internal processes.

Renewal & business development

  • Provide technical support for renewal preparation (demonstrations, ROI arguments).

  • Identify upsell opportunities for additional modules and help build customized proposals.

Cross-functional collaboration

  • Liaise between customers and Support, Product, R&D, and Infrastructure teams: gather, qualify, and prioritize their needs.

  • Summarize and disseminate customer feedback (satisfaction, irritants, requests for changes) to meet their needs and influence the roadmap.

The position can be based in Paris, Rennes or fully remote in Europe. Professional trips paid for by the company might be required.

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