The Role
As a Technical Account Manager II 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
• 3+ years of experience in technical account management, customer success, implementation management, cloud operations, or related customer-facing technical roles.
• Experience supporting customers in regulated or compliance-driven environments.
• Strong understanding of cloud operations and SaaS delivery models.
• Experience managing customer escalations and cross-functional coordination.
• Excellent communication skills with the ability to engage technical and executive stakeholders.
• Familiarity with FedRAMP, NIST 800-53, or regulated operational environments preferred.
• Ability to manage multiple customer workstreams simultaneously.
Benefits
Knox offers a competitive employee benefits package including Medical, Dental, Vision, Life & Disability and an employee funded 401k plan. Please note, benefits are subject to change.
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
$100k-$140k based on experience plus bonus potential
