About SimuPhish SimuPhish is an AI-driven Human Risk Management and Phishing Simulation platform built to help organizations strengthen their human firewall through realistic simulations, gamified awareness, and data-driven insights. We empower employees to become the strongest defence against cyber threats Role Overview The Technical Account Manager (TAM) is the primary technical owner of SimuPhish customer accounts after the sale: onboarding and deployment, technical support and customer success through to renewal. The TAM runs each engagement as a project & supports pre-sales and partner activity where required.

Key Responsibilities
Customer Onboarding & Deployment
• Lead end-to-end onboarding projects for enterprise and government customers: kickoff, scope, integration plan, milestones, go-live date and success criteria agreed and signed off with the customer.
• Configure and validate customer tenants: directory sync (Microsoft Entra ID, Google Workspace), SSO (SAML/OAuth), mail-flow allow-listing (Microsoft 365/Exchange Online, Google Workspace, secure email gateways), sending domains, branding and user groups.
• Run deployments for multi-entity groups, partner-led tenants and on-premise environments in coordination with the partner and engineering.
• Train customer administrators, complete go-live sign-off, conduct adoption check and conduct periodic health checks & reviews. Technical Support & Troubleshooting
• Act as the primary technical point of contact for assigned accounts and own the support ticket queue within the customer's contracted SLA.
• Triage, reproduce and resolve L1/L2 issues across platform, integration and mail-delivery problems; escalate L3 issues to engineering with full reproduction steps, logs and customer impact.
• Track every escalation to closure and provide root-cause notes to the customer.
• Maintain the knowledge base and internal troubleshooting guides for recurring issue types. Operational Support
• Deliver the contracted scope for customers on a managed-service package: campaign planning and scheduling, template selection, training assignments, remediation workflows and reporting.
• Run scheduled service reviews and publish report packs on the agreed cadence.
• Record time and deliverables against each contract and flag out-of-scope requests to the account owner before they are delivered. Customer Success Management




• Drive adoption and continuous value realisation from the SimuPhish platform; maintain an account health view and act on at-risk accounts early.
• Provide consultative guidance on campaign planning, reporting and user-behaviour improvement, and present outcomes in quarterly or executive reviews.
• Prepare renewal readiness (usage review, open issues cleared, value summary) 120 days before expiry and surface expansion opportunities to the Regional Sales Manager.
• Build trusted relationships with technical and executive stakeholders to support account retention and growth. Project Management
• Plan and run concurrent onboarding and service-delivery projects with milestones, RAID logs and weekly status reporting to customers and management.
• Keep project, CRM and contract records current (contacts, tenant details, scope, status) and report delivery status against plan. Pre-Sales Support
• Support product demos, technical presentations and client workshops for enterprise prospects when required by the sales team.
• Contribute technical content to proposals, RFP/RFI responses and compliance documentation in collaboration with sales and presales.
• Lead the technical setup of proof-of-concept (POC) engagements, ensure measurable outcomes, and carry won POCs into onboarding. Partner & MSSP Enablement
• Deliver technical enablement to reseller, distributor and MSSP administrators on deployment, support processes and partner administration.
• Act as second-line support behind partner first-line teams for co-managed tenants and keep the partner escalation path documented.
• Review partner-led deployments at go-live and support partners technically through deal closure. Documentation & Business Collaboration
• Create and maintain documentation, integration guides and technical playbooks for internal, partner and customer use.
• Work closely with Sales, Product, Marketing and Engineering to align customer requirements with platform capabilities.
• Translate customer and partner feedback into structured defect reports and product improvement insights. Required Technical Skills




• Solid understanding of SaaS environments, cybersecurity products and cloud infrastructure.
• Experience with phishing simulation, security awareness, human risk management or email security platforms (e.g., KnowBe4, Cofense, Proofpoint, Mimecast, Hoxhunt, Keepnet, OutThink). Familiarity with:
• Identity & access management (SAML, SSO, OAuth, SCIM)
• Email systems (Microsoft 365/Exchange Online, Gmail), mail flow, SPF/DKIM/DMARC and secure email gateway allow-listing
• REST APIs and integrations
• Basic understanding of network and endpoint security principles Project Management Skills
• Proven delivery of implementation or onboarding projects to plan, with milestone tracking, risk management and status reporting.
• Ability to run three to five concurrent onboarding projects without missing go-live dates.
• Proficiency with project tracking tools; PMP, PRINCE2 or CAPM certification preferred. Experience
• 5-8 years in a customer-facing technical role in SaaS or cybersecurity (TAM, customer success engineer, implementation consultant, support lead or delivery project manager).
• Experience onboarding and supporting enterprise and government customers, ideally in the GCC, India or Europe. Desired Experience
• Working experience with ticketing and ITSM tools such as ServiceNow, Jira Service Management, BMC Remedy, Zendesk or Freshservice.
• ITIL 4 Foundation.
• Security certifications such as Security+, CySA+, Microsoft SC-200 or SC-300.
• Experience supporting channel-delivered services or MSSP tenants.
• Exposure to telephony or messaging integrations (voice and SMS). Soft Skills
• Clear written and spoken English; Arabic, German is a plus.
• Executive presence: able to run a review with a CISO or head of IT and handle difficult conversations on service issues.
• Ownership: closes the loop on every ticket, escalation and action item.
• Structured and calm under load; prioritises by customer impact.
• Coaching mindset for customer and partner administrators. Education Bachelor’s degree in Computer Science, Cybersecurity, IT, or related technical discipline. Why Join Us
• Be part of a rapidly growing cybersecurity SaaS company with a mission-driven culture.
• Work with cutting-edge technologies, AI integrations, and cloud-native APIs.
• Competitive compensation with performance bonuses.

📌 Technical Account Manager (India)
🏢 simUphish
📍 India