Technical Project Manager - Enterprise Support

Position Summary:

The TPM is a strategic customer-facing role within the Support organization responsible for managing a portfolio of 10-12 , customer-facing role within the Support organization, responsible for managing a portfolio of 10-12 large enterprise accounts. Acting as the primary post-sales technical advocate, the TPM customers achieve maximum value from the platform through proactive engagement, issue management, product adoption, and executive-level communication

.The Support TPM serves as the bridge between customers and internal teams, including Support, Engineering, Product Management, Operations, and Sales, driving customer success, reducing risk, improving retention, and ensuring timely resolution of technical and operational challenges

Key Responsibilities

Customer Relationship & Success Management

Manage and nurture relationships with 10-12 assigned enterprise customers.
Serve as the trusted advisor and primary escalation point for customer concerns
Develop and execute customer success plans focused on retention and value realization
Monitor customer health, satisfaction, and engagement to identify risks and opportunities

Technical Oversight

Understand customer environments, business objectives, infrastructure, and use case
Lead Weekly Status Reviews (WSRs), Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs)
Guide best practices, integrations, and platform usage optimization.

Escalation & Incident Management

Drive resolution of critical support escalations, high-priority incidents, and long-pending issues
Coordinate cross-functional teams, including Support, Engineering, QA, Product Management, and Operations
Ensure timely communication, stakeholder alignment, and adherence to resolution timeline
Facilitate Root Cause Analysis and post-incident reviews for major customer-impacting issues

Customer Advocacy & Executive Reporting

Represent the Voice of the Customer internally and advocate for customer requirements
Track feature requests, product feedback, and enhancement opportunities
Prepare executive-level reports highlighting account health, open risks, escalations, and success outcomes
Identify renewal risks and collaborate with Sales on retention and expansion opportunities

Operational Excellence

Track customer commitments, deliverables, support cases, and project milestones
Maintain accurate account documentation, action plans, and customer success records
Drive accountability across internal teams to ensure customer commitments are met

Required Qualifications:

Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent experience
5+ years of Customer Success, Technical Account Management, Enterprise Support, or related customer-facing experience
5+ years of experience in SaaS environment.
Proficiency in Arabic is an advantage, particularly for supporting customers in the Middle East region
Strong knowledge of Networking and security concepts
Experience managing enterprise customers and complex technical escalations
Excellent verbal, written, presentation, and stakeholder management skills
Ability to communicate effectively with both technical teams and executive leadership
Strong project management, prioritization, and organizational skills

Preferred Qualifications:

Experience in Cybersecurity, Vulnerability Management, Compliance, or Risk Management domains
Familiarity with PCI-DSS, NIST, Vulnerability Management, Web Application Security, or Cloud Security
Certifications such as Security+, PMP, CISM, CISSP, ITIL, or equivalent
Prior experience with enterprise security platforms and customer success methodologies