Associate Technical Account Manager

Summary

Keyfactor is a provider of trust infrastructure for AI and machines, helping enterprises and government agencies protect digital interactions through cryptographic identities. The Associate Technical Account Manager supports post-sale technical relationships for customer accounts, assists with solution adoption, coordinates issue resolution, monitors account health, and contributes to positive customer outcomes.

Responsibilities

• Support a portfolio of customer accounts by assisting with post-sale technical relationship activities and routine follow-up actions
• Help customers adopt and use company solutions by providing guidance on standard processes, product functionality, and next steps
• Respond to routine customer questions and technical requests, escalating more complex issues to senior team members as appropriate
• Monitor customer activity, support cases, and usage trends to identify basic risks, follow-up needs, or adoption gaps
• Coordinate with internal teams, including Support, Customer Success, Product, and Engineering, to help drive timely issue resolution
• Prepare customer meeting notes, status updates, and action items, ensuring accurate and timely documentation in internal systems
• Participate in customer onboarding, technical check-ins, and recurring account meetings alongside more senior Technical Account Managers
• Maintain a working understanding of customer environments, business goals, and common technical use cases
• Contribute to customer-facing documentation, internal knowledge resources, and process improvement efforts
• Demonstrate strong verbal and written communication skills in customer interactions, internal collaboration, and follow-up communications

Skills

• * Bachelor's degree or equivalent experience
• * Up to 2 years of related experience in technical account management, customer success, technical support, implementation support, solutions delivery, or a similar customer-facing technical role
• * General knowledge of enterprise software environments, customer support processes, and technical issue coordination is required
• * Foundational customer relationship management; technical aptitude; issue tracking and follow-up; organization and time management; CRM and case management tools; documentation skills; basic presentation skills; strong verbal and written communication skills; ability to explain routine technical concepts clearly and professionally
• * Ability to manage routine account activities under supervision; learn new technologies and products quickly; communicate clearly and professionally with customers and internal stakeholders; identify and escalate issues appropriately; maintain accurate documentation; follow established processes; manage multiple priorities in a structured environment
• Exposure to cybersecurity, PKI, certificate management, cloud platforms, networking, or infrastructure environments is preferred but not required

Qualifications

Must Haves

• * Bachelor's degree or equivalent experience
• * Up to 2 years of related experience in technical account management, customer success, technical support, implementation support, solutions delivery, or a similar customer-facing technical role
• * General knowledge of enterprise software environments, customer support processes, and technical issue coordination is required
• * Foundational customer relationship management; technical aptitude; issue tracking and follow-up; organization and time management; CRM and case management tools; documentation skills; basic presentation skills; strong verbal and written communication skills; ability to explain routine technical concepts clearly and professionally
• * Ability to manage routine account activities under supervision; learn new technologies and products quickly; communicate clearly and professionally with customers and internal stakeholders; identify and escalate issues appropriately; maintain accurate documentation; follow established processes; manage multiple priorities in a structured environment

Nice to Haves

• Exposure to cybersecurity, PKI, certificate management, cloud platforms, networking, or infrastructure environments is preferred but not required

Benefits

• Second Fridays (a company-wide day off on the second Friday of every month minus November and December due to the Holiday schedule). Please note that this benefit is subject to change.
• Comprehensive benefit coverage globally.
• Paid Parental Leave is available to new parents. Structure varies based on regional/government requirements. In regions where government-paid leave doesn’t exist, like in the U.S., the company offers generous paid parental leave, along with comprehensive adoption and fertility support.
• Competitive time off globally.
• Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
• The Keyfactor Alliance Program to support DEIB efforts.
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
• Monthly Talent development and Cross Functional meetings to support professional development.
• Regular All Hands meetings – followed by group gatherings.