Senior Technical Account Manager, DFIR

Vector3, Inc., is an incident response firm supporting TMHCC Cyber and Professional Lines Group (CPLG). Vector3 specializes in responding to Business Email Compromise (BEC) and Ransomware incidents, helping insured organizations investigate, contain, and recover from cyber related incidents. Building on our success in incident response, we are launching a Managed Detection and Response (MDR) service designed to protect our DFIR clients from future incidents. The MDR program will deliver proactive monitoring, detection, and prevention solutions — powered by tools like Sophos EDR/NDR, Microsoft 365, and Google Workspace.

The Senior Technical Account Manager (TAM) will be responsible for establishing customer engagement processes, defining onboarding workflows, and mentoring future TAMs as we grow.

The Senior Technical Account Manager is the trusted advisor and technical liaison for MDR clients. You will ensure customers receive maximum value from their MDR partnership by managing onboarding, guiding deployment of security tools, and providing ongoing technical and strategic support.

This is a player-coach role — hands-on in building customer success infrastructure while helping shape the direction of Vector3’s MDR service. You will collaborate closely with engineering, sales, and consulting teams to create a seamless post-incident experience that transforms recovery into resilience.

Customer Success & Relationship Management

• Serve as the primary point of contact for MDR customers, ensuring satisfaction, retention, and long-term success.
• Develop a deep understanding of each customer’s environment, compliance obligations, and business needs.
• Conduct regular check-ins, technical health reviews, and quarterly business reviews (QBRs).
• Manage client communications with empathy and clarity during both calm and crisis.

Onboarding & Technical Enablement

• Lead customer onboarding for MDR and EDR solutions — including Sophos, Microsoft 365, and Google Workspace integrations.
• Coordinate deployment of sensors, connectors, and integrations with customer IT/security teams.
• Translate technical requirements into clear, actionable implementation steps.
• Build and maintain documentation, onboarding guides, and best-practice playbooks.

Program Development

• Design and refine TAM operational processes — including client lifecycle management, escalation handling, and renewal workflows.
• Partner with MDR engineering leadership to align service delivery with customer expectations and security outcomes.
• Mentor future TAMs on technical, operational, and customer engagement best practices.

Collaboration & Cross-Functional Alignment

• Work closely with sales, engineering, and consulting leadership to ensure smooth client transitions between incident response and MDR.
• Provide technical pre-sales support when needed — assisting in demos, RFP responses, and solution scoping.
• Gather client feedback and translate it into actionable product and process improvements.

Empathetic communicator who can simplify complex topics for non-technical audiences.

• Empathetic communicator who can simplify complex topics for non-technical audiences.
• Strong organizational skills with a focus on follow-through and accountability.
• Entrepreneurial mindset — comfortable building process where none exists.
• Passionate about helping organizations strengthen their cyber resilience after an incident.
• Committed to fostering diversity, inclusion, and teamwork across all client and internal interactions.

Planning

• Develop work plans, establish timelines, and set goals for assigned work.

• Meet commitments on deadlines.

Communication

• Review activities, results, and recommendations with management and clients as appropriate.

Cost Management

• Drive improvement in existing business processes.

• Perform work thoroughly in a cost-efficient manner and at a high productivity level.

Business Controls and Policies

• Comply with all corporate policies and procedures.

• Report any breakdown in controls to management.

• Conduct all activities in a safe manner.

People Management

• No people management responsibility but may provide guidance to less experienced employees.