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Head, Global Technical Account Management
2 days ago
Onwards Together Illumio is the leader in ransomware and breach containment, redefining how organizations contain cyberattacks and enable operational resilience.Powered by the Illumio AI Security Graph, our breach containment platform identifies and contains threats across hybrid multi-cloud environments – stopping the spread of attacks before they become disasters.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. Our Team's Vision: Illumio’s Support and Services organization ensures our success in deployments, expansions, and in building trusted partnerships with our clients. Joining our team means solving problems that matter—securing over one million workloads globally and stopping cyberattacks and ransomware from spreading into cyber disasters. Illumio is trusted with securing the most sensitive infrastructure in our client's environments. We are in a unique position from other security companies in that we don’t have 10s or 100s of products to support. When you engage with a client, you will build strong relationships based on expertise from a knowledgeable team that supports you with a precise and proven product portfolio. That, combined with being a Zero Trust Leader, creates a customer‑base that is incredibly loyal and seeking a true partnership. We do everything we can to make our clients successful. The Director of Global TAM is responsible for leading Illumio’s worldwide Technical Account Management organization. This leader will define the operating model, build and evolve the TAM service portfolio, drive financial and operational performance, and ensure TAM is a strategic, customer‑facing function that supports adoption, retention, and expansion. Your Impact: Leadership & Strategy Lead and scale the global TAM organization with consistent operational standards and delivery excellence. Develop the long‑term vision for TAM, including service evolution, global operating rhythm, and monetization strategy. Represent the TAM function in cross‑functional forums and executive discussions. Customer & Account Engagement Maintain active executive‑level engagement with Illumio’s largest TAM‑led accounts. Anticipate renewals, expansions, risks, and escalations; ensure insights and developments are surfaced proactively. Strengthen TAM’s role as a trusted advisor driving adoption, optimization, and measurable customer outcomes. Service Portfolio & Program Development Define and maintain a TAM service catalog including both core and advanced offerings (e.g., health checks, optimization reports, roadmap alignment, adoption planning, executive reviews). Partner with CS, PS, Support, Product, and Finance to design packaging, pricing, and delivery models that support TAM monetization. Drive ongoing program evolution to ensure TAM remains a strategic growth lever for Illumio. Financial & Operational Management Manage the TAM P&L, including forecasting, revenue modeling, margin oversight, and utilization planning. Establish and track KPIs to measure delivery quality, customer impact, productivity, and program performance. Implement standardized processes, tooling, and reporting to ensure scalable, predictable execution. Internal Communication & Organizational Influence Provide regular updates to leadership, highlighting TAM wins, risks, field insights, and business impact. Ensure TAM is represented in roadmap alignment, escalation management, customer reviews, and other cross‑functional workflows. Drive clarity and visibility into TAM’s value across the company. Team Building & Talent Development Recruit, develop, and retain top TAM talent across regions. Provide coaching, mentorship, and career development pathways. Foster a culture of accountability, customer‑centricity, and operational excellence. Your Toolkit: 10+ years in Technical Account Management, Customer Success, Professional Services, or related post‑sales leadership roles in cybersecurity, cloud, enterprise infrastructure, or adjacent fields. Background in SaaS or subscription‑based business models. Proven experience building and scaling a global TAM or similar services organization. Demonstrated financial expertise, including ownership or heavy influence over a P&L. Experience creating, packaging, and launching service catalogs or service portfolios. Familiarity with service monetization frameworks and attach‑rate growth strategies. Strong executive presence, communication skills, and ability to influence cross‑functionally. Track record of driving adoption, customer value realization, and commercial outcomes. Ability to work effectively in a fast‑paced, global, matrixed environment. Our Commitment: Illumio believes that an environment of unique backgrounds, experiences, viewpoints, and individual contributions drives our success and makes us stronger together. We are dedicated to creating and maintaining a diverse culture and emphasizing inclusion and belonging. #LI-OM1 #LI-REMOTE All official job offers from our company are extended directly by our recruitment team and will be sent through an official E‑Signature document for your review and signature. 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. Upon acceptance of any offer, we will request such information as part of the onboarding process prior to or on your first day of employment, and only after completing a background check through an authorized third‑party vendor. If you receive any communication asking for personal details outside of these processes, please contact us immediately to verify the authenticity of the request. Your security is important to us, and we are committed to a safe and transparent hiring experience. For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Illumio will consider for employment qualified applicants with arrest and conviction records. #J-18808-Ljbffr
