Technical Account Manager II - FedRAMP

About the role

As a Technical Account Manager II you will own strategic relationships with enterprise customers operating in Knox’s FedRAMP‑authorized cloud environment. You will act as the trusted advisor for operational success, guiding customers through technical and regulatory challenges.

Key responsibilities

• Maintain ongoing customer relationships after implementation and production go‑live.
• Serve as the primary operational and strategic point of contact for assigned accounts.
• Advise customers on best practices, process adherence, and platform adoption.
• Coordinate cross‑functional teams during incidents, escalations, and customer‑impacting events.
• Drive regular meeting cadence, operational reviews, and executive status updates.
• Ensure alignment with SLAs, incident response procedures, and change management.
• Identify risks or adoption gaps and lead mitigation plans.
• Partner with TIMs and Engineering to bridge implementation and long‑term operations.
• Advocate for customer needs while balancing platform standards and scalability.

Required profile

• 3+ years in technical account management, customer success, implementation management, or cloud operations.
• Experience supporting customers in regulated or compliance‑driven environments.
• Strong understanding of cloud operations and SaaS delivery models.
• Proven ability to manage escalations and coordinate cross‑functional teams.
• Excellent communication skills for both technical and executive stakeholders.

Required skills

• FedRAMP
• NIST 800-53
• Cloud operations
• SaaS delivery

What we offer

• Competitive salary $100k‑$140k USD plus bonus potential.
• Medical, dental, vision, life & disability benefits.
• Employee‑funded 401(k) plan.
• Hybrid work model with primary onsite presence in Arlington, VA.