Technical Account Manager

4 days ago

Kuala Lumpur, Malaysia DELTA SPIKE ASIA SDN BHD Full time

**1.** **Primary Contact for MDR/Security Clients & Partners**: Act as the key technical liaison for assigned accounts, taking ownership of the overall client experience. Build and maintain strong relationships with customers and channel partners, ensuring a smooth onboarding process and continuous engagement.

**2. Manage Monthly/Quarterly Service Reviews**: Schedule and lead regular service review meetings. Present summarized reports on security posture, incident trends and SLA performance. Address open tickets, usage trends, patch and vulnerability status, and identify areas for improvement in the client’s environment.

**3.** **Proactive Health Checks & Training**: Conduct regular health checks on SOC deliverables, provide product training and lead best practice sessions. Ensure clients are fully utilizing DeltaSpike’s MDR offerings and relevant vendor products. Deliver high-touch support for upgrades, configurations and other technical needs.

**4. Stay Current on Partner Products**: Keep up to date with updates and new features from vendor partners. Translate those into actionable recommendations and communicate roadmaps to clients and internal stakeholders.

**5.** **Escalation Management & Root Cause Analysis**: Serve as the escalation point for complex issues. Coordinate with engineering and support teams to ensure timely resolution. Perform trend analysis on support cases and recommend preventive measures.

**6. Customer Advocacy & Internal Collaboration**: Act as the voice of the customer internally, providing product and service feedback to relevant teams. Collaborate closely with Sales and Account Management to identify renewal, upsell and cross-sell opportunities.

**7. Reporting & Documentation**: Maintain accurate client records, including entitlements, usage, invoices and configurations. Develop and update knowledge base articles to document new findings, best practices and solutions.

Qualification:

- Bachelor’s degree in Computer Science, Cybersecurity, Information Technology, or related field
- 3-5 years of experience in a client-facing technical role (TAM, Security Engineer, Solutions Engineer, or similar)
- Hands-on experience with cybersecurity tools and services
- Experience working with MDR/SOC operations is highly desirable
- Proven track record in managing technical escalations and performing root cause analysis
- Background in managing multiple enterprise clients or complex IT environments

**Education**:

- Bachelor's (required)

Work Location: In person

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