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.

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

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Solution Architect Job (Slough, GB)

About the Role and Responsibilities

Location: UK, Slough

As a Solution Architect in McAfee you will be working across UK & Ireland to provide subject matter expertise and act as a trusted advisor on information security. The role requires the ability to design solution architecture and evangelize both the solution and the underlying information security principles. Additionally programme and project management of the implementation of solutions and technologies will be an important part of this role.

Specific Responsibilities/Functions:

- Lead teams in engagements within DLP (Data Loss Prevention)
- Act as a thought leader participating with, and contributing to the security community through publication of articles or presentation of research or innovative concepts at industry conferences or interest groups
- You will be representing McAfee Professional Services by supporting the local sales team and meeting with clients to discuss and market our Professional Services approach, philosophy, and service lines
- You should maintain an understanding of the McAfee product suites to be able to intelligently discuss with clients how services can support (and be supported by) McAfee technology and solutions
- Identification and development of professional services opportunities for McAfee and business partners
- Analyse and document client requirements and solution design for how McAfee solutions can meet these requirements, now and in the future
- Maintain a good knowledge of other information security vendor's products and the competitive relationship to McAfee's products
- Maintain and expand client contact at high levels and build credible relationships with key client personnel
- You should maintain update knowledge of the products & solutions and will be encouraged to participate in courseware instruction in their area of expertise
- As the Principal Architect you will be expected to be on site at customer sites at least 50% of work time and must be flexible with regards to travel.

Qualifications

Essential

- Proven consultancy background in information security and governance
- Must have experience of working DLP solutions
- An appreciation and understanding of security and encryption technologies
- Consultative mindset and approach
- Ability to translate technical information into commercial terms for non technical contacts
- Strong public presentation skills and a high standard of documentation.
- Understanding of Security Strategy and where they fit within an organization to meet the client business requirements
- Understands market issues and trends affecting business and use of IT within various sectors
- Programme and project management of geographically distributed projects
- A basic understanding of how a consulting practice works in order to assist with some business development by answering requests for proposals and assisting with scoping of projects

Desirable

- CISSP, CISA or CISM
- The successful candidate will be required to complete CISSP within 6 months of joining McAfee.
- Prince2
- COBIT
- ITIL
- PCI QSA

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-COC

Job: Professional Services
Primary Location: EMEA-GBR-BEK-Slough
Position Number: 883352
Schedule: Full-time

Job Segments: Solution Architect, Architecture, Business Development, Developer, Consulting, Technology, Engineering, Sales

View the original article here