Support Account Manager Job (Slough, GB)

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.

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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

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Sr. Account Manager (Reston) Job (Reston, VA, US)

About the Role and Responsibilities

Location: Reston, VA

About the Role:

McAfee believes that amazing things can be accomplished by diverse teams of talented individuals. Share your talents with us by joining the world's largest dedicated security technology company. McAfee delivers proactive and proven solutions and services that secure systems and networks around the world, allowing users to browse and shop the web securely. With our unmatched security expertise and commitment to innovation, McAfee helps home users, businesses, the public sector, and service providers to comply with regulations, protect data, prevent disruptions, identify vulnerabilities, and continuously monitor and improve their security. Our products are unique in how they work together to make security affordable and manageable. These days, the threats are tougher, and the perpetrators are trickier. As we have for more than 20 years, McAfee delivers superior protection that is trusted by millions of people.

Key Responsibilities:

- Responsible for meeting and exceeding assigned revenue quota (e.g. Exceed quota of 3M+)
- Responsible for managing and growing territory, maximizing short term revenue, building future sales pipeline through demonstrated account and territory planning
- Ability to work with a sales engineering team and other areas of McAfee in closing complex networking-security opportunities at the C-Level
- Partner with other business units in identifying other opportunities outside your core product portfolio
- Capable of closing software contracts and services in the range of $50K-$1M

Qualifications

Required Experience/Skills & Education:

- Consistent quota attainment selling security or networking services over 4 or more quarters
- Seven (7 +) plus years selling software and services related products and services.
Understanding and working knowledge of networking topologies and technologies
- Quantifiable sales track record demonstrated by increasing responsibilities, growth in territory and quota
- Direct selling expertise, 'hunter' mentality. Working knowledge of channel sales model and utilizing the channel to drive revenue
- Established contacts, rolodex and intimate knowledge of assigned territory. Must have established relationships and ability to network accordingly to generate new interest in target territory for product offerings
- Formal sales training (Miller-Hieman, Sandler, Solution Selling etc.) and proven proficiency in implementing
- Strong business acumen and professionalism. Leadership, accountability and self-starter qualities required
- Excellent customer focus, strong attention to detail and ability to operate in a dynamic sales organization required
- Experience working in a multi-tiered and multi-divisional corporation a plus
- Bachelor degree

McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!

Job: Field Sales
Primary Location: NA-USA-VA-Reston
Position Number: 883026
Schedule: Full-time

Nearest Major Market: Washington DC
Job Segments: Account Manager, Engineer, Developer, Outside Sales, Field Sales, Sales, Engineering, Technology

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