Cato Networks Chicago , IL 60602
Posted 6 days ago
We are looking for a customer focused and intelligent Technical Account Manager (TAM) to directly support 1 to 2 customers in a T3 Engineer Level of Product Support. In this role, you will be engaging with our customers during the post sales process as the ongoing customer lifecycle continues. This is an opportunity to join a Cloud Network Security Rocket Ship and to take part in making the Future of SD-WAN. Today.
This REMOTE position is open to candidates based in the East or Central regions of the US.
Responsibilities
TAM is a Dedicated Support Engineer that will be the trusted advisor that deeply understanding the customers business and aligning their needs with Cato's solution
Own and manage customer issues and see problems through to resolution, this will include troubleshoot and identify solutions to resolve customer issues
Proactively review and deliver account status in a weekly call with the customer including the review of the planned upgrades and maintenance notifications
Proactively review the customer account to recommend enhancements to configuration, EA program sponsorship, and any feature that will enhancement to the overall customer experience
Build relationships with the customer in being an extension of their team by providing Cato support, training, and EA & RFE communication management
Project manage the deployment process of any Cato solutions where the TAM would be expected to manage the communication, schedule, and implementation process
Technical escalations point for the customer technical support
Expected to be available to be on call when contacted by dedicated customer accounts for business impact P0/P1 escalations during non-operational hours
Facilitate QBR sessions with the customer and the Cato Product and Services teams
Mentoring support engineers across the Cato Support Organization
Contribute to the ever-expanding knowledge and best practices articles on an on-going basis
Act as a customer advocate working directly with other Cato Departments, this includes engineering, CS/PS, and Product Management on customer issues
Be a part of building, improving, and expanding Cato's Global Support Services
Ensuring keep Cato values are kept by keeping a positive and "can-do" attitude
Requirements
Security companies
Required
Experience in managing project deployment of a Cloud or SaaS technology
Proven ability to build a strong relationship with the customer in a support or service setting
Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls, and proxy servers
Experience working with a Cloud, SaaS technology provider is a plus
Familiarity with VPNs, IPSec, security protocols, and standards
Excellent oral and written communication skills with a passion for working with customers
Ownership of an account and knowing the customer
Ability to adapt and work efficiently in a rapidly changing dynamic environment with a willingness to manage multiple simultaneous projects
Ability to work effectively and thrive in a fast-paced environment
Ability to work with a globally dispersed and cross-cultural team
As an EEO/Affirmative Action Employer all qualified applicants will receive consideration
for employment without regard to race, color, religion, sex, sexual orientation, gender
identity, national origin, disability, veteran status.
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Cato Networks