At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night.

Sectigo is a leading provider of digital identity and cybersecurity solutions, offering a comprehensive suite of products to protect online transactions and communications. Our mission is to secure the digital landscape for enterprises worldwide.

“When people think Online trust management, they think Sectigo because we offer our customers unparalleled peace of mind.”

How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - Support, Excellence, Collaboration, Teamwork, Integrity, Growth and Openness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you'd like to be part of our growth story in delivering a market leading user experience, we'd like to talk to you.

We are looking for a Manager of Technical Account Management to join our growing global team at Sectigo.

As the Manager, Technical Account Management, you will be responsible for leading a team of Premier Technical Account Managers (TAMs), ensuring world-class support and strategic account management for high-value enterprise clients. This role requires a blend of technical expertise, leadership, and customer success strategy to drive exceptional customer experiences, optimize support processes, and enhance customer satisfaction.

You will act as a bridge between support, engineering, product teams, and executive stakeholders, ensuring that your team delivers proactive, personalized, and high-touch technical support. Your leadership will be critical in retaining enterprise customers, improving support efficiency, and driving technical excellence within the team.
This is a full-time and in-office position, working 5 days a week from our Ottawa office, reporting to the Director, Technical Support. The recommended compensation range for this position is between CAD 80,000 and 95,000 a year, subject upon years of experience and internal equity.

Here are the core functions, responsibilities, and expectations for this role:

1. Leadership & Team Management

• Lead, mentor, and develop a team of Premier Service Account Managers (SAMs) to deliver outstanding enterprise support.
• Set performance goals, conduct regular performance reviews, and provide coaching and career development opportunities.
• Foster a collaborative, high-performance culture with a strong focus on customer success.
• Ensure team readiness by providing ongoing technical training and industry best practices.

2. Customer Relationship & Escalation Management

• Serve as an escalation point for critical customer issues, ensuring swift and effective resolution.
• Partner with key enterprise customers to align technical support strategies with their business needs.
• Oversee customer health metrics, escalations, and proactive support strategies to prevent service disruptions.
• Ensure regular Quarterly Business Reviews (QBRs) and strategic account engagements.

3. Operational & Process Efficiency

• Define and track Premier Support KPIs for team performance, including CSAT, SLA compliance, resolution times.
• Optimize incident response workflows, escalation handling, and proactive issue prevention.
• Work closely with internal stakeholders to improve processes and enhance customer experience (CX) initiatives.
• Maintain adherence to ITIL best practices and continuously refine Premier support methodologies.

4. Stakeholder & Cross-Functional Collaboration

• Liaise with engineering, product management, and leadership teams to drive customer feedback into product enhancements.
• Ensure seamless communication between SAMs and technical teams for critical incidents and feature requests.
• Provide executive-level reporting on customer success metrics and team performance.
• Other duties as assigned and related to the nature of this role and company initiatives.

Education:

• Bachelor's degree in Business, Computer Science, Engineering, or a related technical field is strongly preferred.

Experience:

• Minimum of 5+ years of experience in technical account management, technical support, or customer success roles is required. 8+ years of experience is preferred.
• Managed High value accounts and/or Top Tier accounts.
• Minimum of 3+ years of leadership/managerial experience overseeing customer-facing technical teams is required.
• Defined and Developed strategies and process to manage Premier Support.

Ideal Candidate Profiles, Talents, and Desired Qualifications:

Technical Expertise

• Strong understanding of PKI/Digital Security, SSL/TLS, S/MIME, and Certificate Lifecycle Management (CLM).
• Knowledge of networking concepts (TCP/IP, DNS, SMTP, SSH, SSL) and enterprise IT environments.
• Familiarity with cloud platforms (AWS, Azure, GCP), operating systems (Linux, Windows), and security solutions.
• Hands-on experience with incident management, troubleshooting, and technical root cause analysis (RCA).

Leadership & Customer Management Skills

• Proven ability to lead, mentor, and scale a high-performing team.
• Exceptional problem-solving and conflict-resolution skills.
• Strong customer advocacy mindset with a focus on retention and business impact.
• Experience handling high-touch, strategic enterprise accounts in a global setting.

Soft Skills

• Excellent communication, negotiation, and executive presentation skills.
• Ability to work in a fast-paced, high-pressure environment while maintaining a customer-first approach.
• High emotional intelligence (EQ) and relationship-building skills.

Global team. Global reach. Global impact.
At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.