As a Technical Account Manager I at Knox, you will own strategic customer relationships for Enterprise customers operating within Knox's FedRAMP-authorized cloud environment. This role is responsible for ensuring operational success after implementation, driving customer alignment, managing escalations, and serving as a trusted advisor across technical and operational initiatives.
You will act as the primary customer advocate within Knox, coordinating closely with SRE, Security, Compliance, Engineering, and Customer Success leadership teams to ensure customers operate successfully in highly regulated environments.
Candidates with experience in customer success, technical account management, cloud operations, FedRAMP environments, or regulated customer operations are strongly encouraged to apply.
Key Responsibilities
• Own ongoing customer relationships following implementation and production go-live.
• Serve as the primary operational and strategic point of contact for customer accounts.
• Advise customers on operational best practices, process adherence, and platform adoption strategies.
• Coordinate cross-functional teams during operational incidents, escalations, and customer-impacting events.
• Drive customer meeting cadence, operational reviews, and executive status updates.
• Ensure customers align with Knox operational expectations, SLAs, incident response procedures, and change management processes.
• Identify customer risks, operational gaps, or adoption concerns and proactively drive mitigation plans.
• Partner with TIMs and Engineering teams to ensure continuity between implementation and long-term operations.
• Advocate for customer needs internally while balancing platform standards and operational scalability.
• Support continuous improvement initiatives related to customer operations, service delivery, and customer experience.
Qualifications:
Experience: 3+ years total, including at least 2 years directly supporting FedRAMP, RMF, or federal authorization activities.
• 3+ years of experience in FedRAMP, federal cybersecurity/compliance, RMF, ISSO/ISSM support, security assessment/audit, cloud operations, technical account management, or a related role.
• At least 2 years of direct experience supporting FedRAMP or federal RMF authorization and ongoing authorization activities, rather than general exposure to regulated environments.
• Working knowledge of FedRAMP, NIST RMF, and NIST SP 800-53, including how security controls, evidence, assessments, findings, POA&Ms, and continuous monitoring support an authorization.
• Experience participating in one or more authorization activities such as SSP/control documentation, evidence collection, assessment support, POA&M management, ConMon, significant changes, annual assessments, or responding to assessor or agency questions.
• Experience working with or supporting Cloud Service Providers, federal agencies, 3PAOs, ISSOs/ISSMs, AOs, or other stakeholders involved in federal authorization.
• Familiarity with federal cloud procurement and the relationship between a SaaS provider, FedRAMP authorization, agency ATOs, and government customers.
• Strong customer communication, organization, and stakeholder coordination skills.
• Familiarity with AWS, Azure, or GCP preferred.
• Bachelor's degree or equivalent relevant experience preferred.
.Work Location: Preferred location is Arlington, VA. This role is primarily in-person, while allowing for hybrid flexibility based on business and customer needs.
Compensation Range: 110k-130k, variable annual bonus, and equity
Benefits & Perks
Knox offers a competitive employee benefits package including Medical, Dental, Vision, Life & Disability, unlimited PTO, and an employee funded 401k plan. Please note, benefits are subject to change.
