Associate Technical Account Manager

About Keyfactor

Our mission is to securely connect the world: humans, machines, and AI. Keyfactor is the leader in trust infrastructure for AI and machines, helping the world's largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction. Behind the platform is a global team of people who care deeply about the work and each other. We move fast, think big, and show up for one another every day. If you're looking for work that matters and a team that brings out your best, we hope you'll trust your future with Keyfactor!

Title: Associate Technical Account Manager

Location: USA; Remote (Cleveland area preferred)

Experience: Associate

Job Function: Professional Services

Employment Type: Full-Time

Industry: Computer & Network Security

Travel Requirements:  About the position

The Associate Technical Account Manager supports the post-sale technical relationship for a portfolio of customer accounts and helps customers achieve successful adoption of company solutions. This role partners with more senior team members to address routine customer needs, coordinate issue resolution, and monitor account health and usage. The Technical Account Manager I develops technical and customer facing expertise while contributing to positive customer outcomes through strong communication, responsiveness, and attention to detail.

Job 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.

Minimum Qualifications, Education, and 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. Exposure to cybersecurity, PKI, certificate management, cloud platforms, networking, or infrastructure environments is preferred but not 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 enviro