Manager - Premium Support

Symantec Corporation Draper , UT 84020

Posted 6 months ago

This leader will be responsible for the overall health of the Premium Support business for the Mid-Atlantic and New York Metro Strategic Sales districts. Key areas of responsibility are Premium Support Sales Enablement and Premium Support Delivery.

Premium Support Sales enablement will consist of partnering with your sales colleagues providing strategic deal structure, top deal quoting and overall attach. You must develop a rapport with your Field Sales counterparts, partner and provide sales support while presenting new service solutions leading to greater attach. You will focus on two sales account districts and develop new opportunities by attacking and bringing visibility to the whitespace or right sizing existing customers to ensure we have proper alignment and engagement to drive product adoption, utilization and customer retention.

Premium Support Management is based on not only owning the business but also leading a team of experts focused on delivering on Customer Success. You will be providing overall mentorship, air cover and coaching. Ensure appropriate account onboarding, account transitions and alignment occur in a timely manner and align with solution specific Product Management.

Among the priorities this role will include planning and forecasting as well as:

  • Customer Retention

  • Monitor performance and attach rate aligning to product sales

  • Identify and discuss latest trends with Product Management related to offerings

  • Align and integrate with Sales Leaders to create a shared vision of what success looks like

Qualifications and experience:

This position requires a clear, crisp communicator, both in verbal and written form along with excellent presentation skills as well as advanced skills in Microsoft Excel and Business Object.

  • Bachelor's degree or equivalent in Engineering, Computer Science, Business Administration or equivalent work experience

  • Minimum five years' experience in high-tech, strategic consulting or similar functions

  • Experience using Oracle, (SFDC) and Business Objects

  • Advanced presentation skills

  • Ability to identify opportunities for your employees and business

  • Ability to retain a high volume of information, prioritize work and operate in a fast-paced environment

  • Proactive individual with strong relationship building skills and excellent customer service

  • Track record of exceptional performance and consistent professional growth in previous role

  • Self-motivator with ability to work for a remote leader

Symantec is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Symantec strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.

We also consider for employment qualified individuals with arrest and conviction records. In addition, Symantec will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency.

EEO is the law. Applicants and employees of Symantec Corporation are protected under Federal law from discrimination. See the EEO poster and supplement.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Manager 1 Technical Support

Dell Inc

Posted 1 week ago

VIEW JOBS 10/10/2019 12:00:00 AM 2020-01-08T00:00 Job ID R036788 Date posted Oct. 07, 2019 Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can't wait for you to discover this for yourself as a Technical Support Engineer 2 on the Dell EMC Networking Support team. Join Dell and you'll work in a dynamic environment with other motivated, talented individuals who inspire greatness in their teammates. Our unique position as a technology leader ensures that you'll always be challenged in your work and supported in reaching your most ambitious goals. Function Product Services Job Family Technical Support Manager Job Family Summary Oversees the support of customers encountering problems using the company's products. Supervises representativesthat are answering customer inquiries, primarily over the telephone, e-mail, chat, or online. Establishes and maintains systems that provide solutions to customer questions and problems. Reports new or recurring problems to design departments. Ensures representatives are properly trained when old products are upgraded or new products are released. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Analyzes and responds to operational, productivity, and/or customer satisfaction data. Principal Accountabilities Directs the efforts of others in the achievement of the strategic and operational objectives of the group. Manages the hiring, staffing and maintaining of a diverse and effective workforce. Responsible for career development/planning, performance and pay discussions of team members. Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction. Responsible for achieving target customer satisfaction levels within the technical support organization. Develops plans and objectives and participates in cross-functional projects and business initiatives to improve operational performance for the organization. Assists in the development and implementation of strategic plans, initiatives, and direction. Works with customers and internal teams to resolve issues. Resolves customer escalations as appropriate. Benefits: We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment. Typically requires 5+ years of related experience with a Bachelor's degree; or 3+ years with a Master's degree; or a PhD without experience; or equivalent experience Apply Now! Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Learn more about Diversity and Inclusion at Dell here. Apply now Apply now Dell Inc Draper UT

Manager - Premium Support

Symantec Corporation