Illumio
Staff Technical Account Manager
Virginia - Remote · Staff+ · Part-time
Sponsorship not specifiedDetected 26 days ago
Cloud PlatformsCybersecuritySIEMSOARSOC OperationsCustomer SuccessCustomer SupportCadenceFirewallZero TrustCommunicationProblem SolvingOrganizational Skills
About the role
- Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience.
- 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.
- 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.
Responsibilities
- 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.
- 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.
- 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.
- 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.
Requirements
- Technical certifications are welcome but not required
- applied experience and demonstrated ability to learn are valued.
Skills
- ONWARDS TOGETHER!
Benefits
- Familiarity with customer lifecycle motions such as onboarding, adoption, optimization, operationalization, expansion, renewal, QBRs, value realization reviews, health reviews, or executive stakeholder engagement.
Company info
- 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.
- 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.
- Travel up to 30% for customer engagements, executive reviews, team meetings, training, and field enablement, based on business need.
- 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.
Visa & Work Authorization
- security clearance
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