About the Role and Responsibilities
Location: Aylesbury or Slough
The Support Account Manager (SAM) is a dedicated support contact for Platinum level Customers. The SAM manages customers’ technical support requests through collaboration with Product Specialists, Tier III, Development and Support Management.
The SAM assists in maintaining efficient and effective communication between our customers and the Product Specialists.
Key Responsibilities:
· Manage customers’ technical support requests to ensure efficient resolution of issues by collaborating with Product Specialists, Tier III, Development and Support Management.
· Principally responsible for the customer’s satisfaction with our support offerings with an emphasis on issue resolution and continued product usage.
· Serve as an advocate on behalf of customers for issues requiring code fixes, patches or feature requests. Follow all documented processes to ensure visibility of the customer’s issue or request within the organization.
· Leverage and involve any or all resources as required according to the severity of the customer’s issues.
· Maintain efficient and effective communication between customers and the Product Specialists. Responsible for all proactive communications regarding product and program information, support ability issues, and strategic product plans.
· Make on site visits to Platinum Customers as defined in the Platinum Handbook. These visits should be forecasted and planned in advance utilizing the Customer Site Visit Manager website.
· Performs on site Protection Analysis for the customer and makes recommendations as to improvements for efficiency and supportability.
· Provide Platinum Support customers with monthly/quarterly Executive Summaries and host a conference call for the customer and McAfee virtual team to discuss past or current support issues.
· Ensure compliance with Service Level Agreements as contractually documented for both Platinum and Gold Select Customers. These SLA’s include, but are not limited to, customer status updates, issue escalation and the responsiveness of Product Specialists.
Qualifications
- Experience in relationship/customer management in a technical environment with named or dedicated accounts
- Knowledge of current Microsoft Operating Systems
- Knowledge of security tools and technologies
- Knowledge of Firewall, VPN, TCP/IP networking protocols
- Experience in managing technical projects
- Ability to identify critical situations and to communicate them to others
- Ability to multitask and prioritize job requirements with minimal supervision
- Strong presentation and negotiation skills
- Excellent Analytical skills
- Excellent English
- Flexible to travel with minimal notice
Desirable:
- Tertiary education, either University or Technical College, in computer science or a related field
- IT Security certifications
- CompTIA Security and/or CISSP Certification preferred
- Strong knowledge of the McAfee Security product line.
- Business Development experience – either as contributor or Manager
- Any additional languages also an advantage
The successful applicant will be subject to background checking. McAfee is an Equal Employment Opportunity employer. We celebrate diversity!
Click here for full EEO statement.
J2W-LI-UK-LC
Job: Sales Support
Primary Location: EMEA-GBR-BEK-Slough
Position Number: 876132
Schedule: Full-time
Louise L Clark LOUISE_CLARK@MCAFEE.COM
Job Segments: Account Manager, Developer, Computer Science, Manager, Business Development, Sales, Technology, Management