Senior Support Account Manager

Senior Support Account Manager

Location: Plano, TX (Hybrid – in office 3 days a week) + Travel 2 to 4 times a year (will reimbursed)

Work hours: 8 hours but if any escalation is out of the work hours they are expected to respond (which is rate)

FTE: Yes, high chances to get converted

Interview:

• Would like to interview asap (2 Video Interviews – prescreening + Technical interview – will be checking the cybersecurity or networking knowledge they have)
• Might do a final in-person interview (3rd round – if required)

Number of customers assigned: min 4 customers (USA based customers only) and will be managing on an average of 30 to 60 cases at any given time (some of the cases can be resolved in couple of hours by engineers or DE and some go on for weeks)

Background exp:

• Cybersecurity/ SAAS companies + Escalation management, customer facing (this exp has the sweet spot)
• They also have a lot of folks from telecom background with network security exp.
• Strong tech knowledge is a must have (No hands-on tech exp required).

Tools exp required: Salesforce, Tableau, JIRA, Google suite (mostly use Google sheets)

This is a support related function – work day to base with the customers monitoring the cases, working with tech, work with the designated engineer (DE) assigned to the each account – work with the DE to look at all of the support issues that come out throughout the day, escalate through engineering, provide solution and detailed analysis and resolve escalations and provide resolutions to the issues and meet their requirements.

Looking for:

• Speak clearly and put the faults to the paper and provide customers with an articulate review to the customers.
• Cross-functional collaboration – will be talking to high-level folks of customer side and internal as well. They should be good with technical knowledge so that they are aware of what is going on so that they can articulate that from individual level, engineer level, possibly a CEO level as well.
• Strong escalation management mindset – will need the urgency behind the fix issues and support.
• Daily Task - Monitor of cases.
• Weekly Task - Formal reports to the customers that needs to be filled out with collaboration with the CSE they will partner with to provide services, and the DE and present back to the customers on weekly services.
• Quarterly Task – do the reviews on the services that happened in the last quarter.

Duties:

• 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's 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's 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's platform.

Your Experience:

• 8+ years of experience in technical support or a services delivery role with demonstrated skills delivering technical guidance and information to customers from engineers to management to executives.
• 8+ years of client facing sales or services experience with large enterprise, Fortune 500 companies
• Prior experience delivering and/or supporting network security technology, working in security operations, technical support, and/or cloud security with products including but not limited to next generation firewalls, SASE solutions, cloud security, endpoint security, security orchestration, automation and response products.
• Ability to translate business objectives into desired outcomes and deliver best practice guidance.
• Demonstrated ability to prioritize work within a demanding environment, delivering consistent results under time constraints.
• Demonstrated ability to identify key customer stakeholders, engage and build relationships without direct supervision
• Ability to manage simultaneous issues in a dynamic environment and proactively identify and mitigate risks and challenges
• Demonstrated ability to provide leadership in a matrix team environment partnering and influencing others across the organization to achieve desired customer outcomes.