Senior Support Account Manager

Job Description:

• Senior Support Account Manager

• As a Senior Support Account Managers you are key to shaping the support experience of our largest, strategic customers.

• Candidate's responsibility includes driving the technical support delivery across the client platform of products to ensure client is exceeding customer expectations.

• As a partner to your Customers, candidate will understand their business goals and security priorities in order to deliver support services that drive customer loyalty and success.

• Successful candidates will be customer-obsessed team players who leverage demonstrated technical expertise with strong business acumen to ensure customers achieve the committed support outcomes and realize the value of their investment in the client security platform.

Candidate's Role:

• Manage the customer support experience for the delivery of our high-touch, personalized support service to our large enterprise, strategic customers.

• Provide leadership in the identification and resolution of technical issues that are blocking successful adoption of the client platform.

• Develop a deep understanding of our customer's business and security priorities to provide technical support management of customer support issues.

• Develop and deliver weekly status reports to summarize support status of open issues, path to resolution and support metrics.

• Deliver quarterly business reviews that communicate the value the customer is deriving from their client investment.

• Deliver updates on product and feature enhancements.

• Proactively use data to monitor customer health and to mitigate risk and to resolve customer technical issues.

• Act as an advocate for customers, coordinating internal resources during the triage and resolution of high severity cases to assist with the timely resolution of these issues.

• Invest in your continuous development by maintaining technical proficiency across the client platform.

Skills:

Required:

• Leadership Skills

• Account Manager

• Technical Support

• Excellent written and verbal communication skills

Additional:

• Firewalls

• Customer Support

• Metrics

• Network Security

• Cloud Security

• Presentation Skills

• Operations

Languages:

• English (Speak, Read, Write)

Pay Range: $60 - $70