Team Lead, Technical Account Management

Difenda Inc.
Oakville, ON / Remote
30+ days ago

Job Description

Position Responsibilities:

  • Strong background in managed security service delivery, cyber security program best practices, project management, and customer service excellence
  • Manage a team of Technical Account Managers (direct reports)
  • Lead the development and delivery of Technical Account Management service processes, including customer onboarding, service request management, and operational / strategic session activities
  • Act as main point of contact for customer requests, ensuring that requests are managed and delivered in accordance with established process and services levels
  • Working closely with the sales team, manage all aspects of customer service communications, including operational and executive level meetings and reporting
  • Develop, maintain and communicate internal and customer facing service metrics
  • Identify opportunities for existing customer up selling and new service feature development based on customer needs
  • Identify, develop, communicate and implement process improvements to streamline service-related practices and enhance the customer experience


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