Resident Technical Account Manager

About the Role

Trend Micro is seeking an experienced Resident Technical Account Manager (Resident TAM) to serve as a trusted technical representative for strategic customers. This full-time position is based in Jeddah, Makkah, and involves end-to-end ownership of customer technical engagements, ensuring maximum value from cybersecurity investments.

Key Responsibilities

• Act as the primary technical point of contact and trusted advisor for customers, managing technical issues and engaging Trend Micro resources for resolution.
• Understand customer IT, cybersecurity, and business objectives, aligning Trend Micro solutions to meet these requirements.
• Serve as the technical project manager for the implementation, maintenance, upgrades, and adoption of Trend Micro solutions.
• Manage escalations for critical, severe, and urgent incidents, coordinating with Trend Micro Support, Engineering, and Product Management teams.
• Function as the single point of contact (SPOC) for critical technical escalations across all deployed Trend Micro solutions.
• Conduct regular technical reviews with customers and the local Trend Micro team, covering incident reports, solution health, product roadmaps, custom reports, and open issues.
• Hold regular meetings with customer IT and security operations teams to review open issues, challenges, and support requirements.
• Perform periodic health checks and best-practice assessments of deployed solutions, presenting findings, risks, and recommendations.
• Provide proactive security and product advisories relevant to customer solutions and the threat landscape.
• Assist customers in planning and executing solution upgrades, migrations, feature enablement, and technology adoption.
• Track open support cases across Trend Micro solutions, providing monthly status and escalation reports.
• Coordinate with internal Trend Micro teams to ensure timely resolution of customer issues and effective communication.
• Conduct periodic service and technology reviews, presenting the current state of deployed solutions, key activities, risks, and planned actions.

Candidate Profile

The ideal candidate will possess strong technical expertise and a proactive approach to customer engagement. This role requires an individual who can effectively manage technical relationships and drive customer success with Trend Micro solutions.

Experience Required

• 5-10 years of relevant experience in a technical account management or similar customer-facing technical role.

Work Environment

This is a full-time position based in Jeddah, Makkah, requiring close collaboration with strategic customers and internal Trend Micro teams.

Application Process

Further details regarding the application process will be provided upon inquiry. Salary for this position is not disclosed.