Technical Project Manager - Enterprise Support
The TPM is a strategic customer-facing role within the Support organization responsible for managing a portfolio of 10-12 , customer-facing role within the Support organization, responsible for managing a portfolio of 10-12 large enterprise accounts. Acting as the primary post-sales technical advocate, the TPM customers achieve maximum value from the platform through proactive engagement, issue management, product adoption, and executive-level communication
.The Support TPM serves as the bridge between customers and internal teams, including Support, Engineering, Product Management, Operations, and Sales, driving customer success, reducing risk, improving retention, and ensuring timely resolution of technical and operational challenges

Customer Relationship & Success Management
Develop and execute customer success plans focused on retention and value realization
Monitor customer health, satisfaction, and engagement to identify risks and opportunities
Escalation & Incident Management
Drive resolution of critical support escalations, high-priority incidents, and long-pending issues
Coordinate cross-functional teams, including Support, Engineering, QA, Product Management, and Operations
Facilitate Root Cause Analysis and post-incident reviews for major customer-impacting issues
Customer Advocacy & Executive Reporting
Prepare executive-level reports highlighting account health, open risks, escalations,



and success outcomes
Identify renewal risks and collaborate with Sales on retention and expansion opportunities
Track customer commitments, deliverables, support cases, and project milestones
Maintain accurate account documentation, action plans, and customer success records
Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent experience
~5+ years of Customer Success, Technical Account Management, Enterprise Support, or related customer-facing experience
~5+ years of experience in SaaS environment.
~ Proficiency in Arabic is an advantage, particularly for supporting customers in the Middle East region
~ Strong knowledge of Networking and security concepts
~ Experience managing enterprise customers and complex technical escalations
~ Excellent verbal, written, presentation, and stakeholder management skills
~ Ability to communicate effectively with both technical teams and executive leadership
~ Robust project management, prioritization, and organizational skills

Experience in Cybersecurity, Vulnerability Management, Compliance, or Risk Management domains
Familiarity with PCI-DSS, NIST, Vulnerability Management, Web Application Security, or Cloud Security
Certifications such as Security+, PMP, CISM, CISSP, ITIL, or equivalent
Prior experience with enterprise security platforms and customer success methodologies

📌 Technical Project Manager (IT) (Pune)
🏢 Qualys
📍 Pune