Staff Technical Account Manager

ONWARDS TOGETHER!

Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience. Powered by the Illumio AI Security Graph, our breach containment platform identifies and contains threats across hybrid multi-cloud environments – stopping the spread of attacks before they become disasters.

Recognized as a Leader in the Forrester Wave™ for Microsegmentation, Illumio enables Zero Trust, strengthening cyber resilience for the infrastructure, systems, and organizations that keep the world running.

LOCATION: EAST COAST

OUR TEAM'S VISION:

Technical Account Managers exist to help customers sustain and expand the technical value of their Illumio investment.

We serve as strategic technical advisors to our customers, ensuring that Illumio’s segmentation platform is fully adopted, optimized, and operationalized to deliver sustained, measurable business value. Through proactive engagement, deep technical expertise, and continuous alignment to customer priorities and operating models, we drive measurable outcomes by accelerating adoption, advancing platform maturity, and enabling customers to realize the full operational value of their investment—reducing risk and operating with confidence at scale.

Technical Account Managers work in close partnership with Customer Success Advisors, Professional Services, Support, Sales, and Engineering to deliver a seamless customer experience. By identifying risks early, guiding technical decision-making, and advancing platform maturity, TAMs ensure customers not only achieve their initial objectives but are positioned to advance technical maturity, optimize adoption, and maximize the operational value of the platform.

Joining the Technical Account Manager team means becoming part of a highly collaborative organization focused on technical excellence, customer advocacy, and outcome-driven engagement. If you’re passionate about solving complex technical challenges, providing strategic technical guidance, and helping customers maximize the impact of their cybersecurity investments, you’ll have the opportunity to make a meaningful and lasting impact.

YOUR IMPACT:

• Serve as strategic technical advisors to customer stakeholders by understanding their security objectives, customer priorities, operating model, risk profile, platform maturity, and business priorities.

• Deliver structured TAM engagements that help customers fully adopt, optimize, and operationalize Illumio’s segmentation platform through onboarding support, adoption planning, operational reviews, value realization activities, and renewal or expansion readiness.

• Translate platform telemetry, adoption signals, support trends, and customer feedback into actionable guidance that advances platform maturity, improves operational confidence, and delivers sustained, measurable business value.

• Provide proactive strategic advisory by guiding technical decision-making for upgrades, architecture changes, policy evolution, feature adoption, and other critical decisions that support customer priorities and operating models.

• Accelerate adoption and value realization by identifying adoption gaps, recommending enablement opportunities, supporting platform utilization reviews, and helping customers maximize the operational value of their Illumio investment.

• Assess operational and environmental health through health reviews, support case analysis, incident pattern recognition, risk identification, and best-practice recommendations that help reduce risk and improve confidence at scale.

• Strengthen customer resilience by identifying risks early, coordinating escalation management, documenting remediation actions, and helping customers reduce repeat operational friction.

• Prepare and deliver executive-ready insights such as QBR content, impact reviews, adoption summaries, value realization updates, health assessments, and risk mitigation recommendations that demonstrate sustained technical and business value.

• Partner closely with Customer Success Advisors, Professional Services, Support, Sales, Engineering, Product Management, and account teams to deliver a seamless customer experience and coordinated outcomes.

• Travel up to 30% for customer engagements, executive reviews, team meetings, training, and field enablement, based on business need.

YOUR TOOLKIT:

• Working knowledge of cybersecurity, Zero Trust, segmentation, enterprise infrastructure, security operations, or related environments that support customer adoption, optimization, and operationalization.

• Demonstrated experience translating technical data, adoption metrics, platform signals, support trends, or customer feedback into practical recommendations that advance platform maturity and measurable outcomes.

• Ability to communicate clearly with technical teams, executives, project owners, and cross-functional partners, including the ability to translate complex technical topics into business-relevant guidance tied to customer priorities.

• Experience supporting customer-facing technical engagements such as adoption reviews, health checks, operational reviews, escalation management, implementation advisory, enablement sessions, or executive business reviews that help customers sustain and expand technical value.

• Ability to learn new technologies, understand customer operating models, and guide customers through technical change with proactive planning, risk awareness, and follow-through.

• Business acumen, consultative problem-solving skills, and the ability to connect technical recommendations to adoption, risk reduction, operational confidence, renewal confidence, expansion opportunities, and measurable business value.

• Ability to work independently while coordinating effectively across Customer Success Advisors, Professional Services, Support, Sales, Engineering, Product Management, account teams, and field enablement teams.

• Experience supporting enterprise software, SaaS platforms, cybersecurity solutions, infrastructure technologies, professional services, customer success, implementation, technical support, or other complex technical customer environments.

• Relevant experience may come from full-time, part-time, consulting, contract, military, government, startup, enterprise, customer success, professional services, technical support, implementation, or other nontraditional career paths.

• Comfort working within a defined delivery framework that uses standardized deliverables, platform maturity indicators, engagement cadence, and success measures to drive consistent, outcome-driven engagement.

BONUS POINTS:

• Applied technical experience in engineering, science, computer science, cybersecurity, or related fields; formal education is welcome but not required when equivalent practical experience demonstrates the needed capability.

• Knowledge of networking concepts such as routers, switches, load balancers, segmentation, firewalls, policy models, telemetry, logging, and enterprise security solutions.

• Exposure to heterogeneous security environments—such as monitoring, alerting, SIEM, SOAR, ticketing, or operational workflow tools—is a plus, especially when paired with the ability to connect those tools to customer outcomes.

• Familiarity with customer lifecycle motions such as onboarding, adoption, optimization, operationalization, expansion, renewal, QBRs, value realization reviews, health reviews, or executive stakeholder engagement.

• Organizational skills with the ability to prioritize work across multiple customer engagements, track risks and actions, and communicate status, outcomes, measurable value, and next steps clearly.

• Technical certifications are welcome but not required; applied experience and demonstrated ability to learn are valued.

#LI-JW1 #LI-REMOTE

Our Commitment

Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions creates a culture of belonging, drives our future, and makes us stronger together in support of our customers and their success.

All official job offers from our company are extended directly by our recruitment team and will be sent through an official E-Signature document for your review and signature. Please be aware that we do not ask for any personal information in the process of extending offers of employment, such as financial details or social security numbers. Upon acceptance of any offer, we will request such information as part of the onboarding process prior to or on your first day of employment, and only after completing a background check through an authorized third-party vendor. If you receive any communication asking for personal details outside of these processes, please contact us immediately to verify the authenticity of the request. Your security is important to us, and we are committed to a safe and transparent hiring experience.

For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Illumio will consider for employment qualified applicants with arrest and conviction records.