Job Details: Sr. Support Account Manager (SAM)
| Job Title: | Sr. Support Account Manager (SAM) |
| Company: | McAfee |
| Position Type: | Permanent |
| Pay Rate: | Neg |
| Date Posted: | Apr-16-08 |
Description of function and responsibilities:
As a “Trusted Advisor”, a Support Account Manager will foster strong relationships between McAfee and its customers and will be relied upon to provide advice and recommendations, based upon their own experience and expertise, across all levels of an organization. They serve as a customer advocate on behalf of all their customers' issues and coordinate the team and resources needed to resolve those issues. They manage each of their accounts with an emphasis on resolving all problems to the satisfaction of their customers. With a goal of continued renewals and product purchases, they will think strategically and recognize opportunities for revenue generation and competitive displacement, and share that information with their Sales team.
Customer Advocacy
Monitor and manage each of their customers' issues daily with emphasis on progressing cases towards resolution and having the appropriate resources involved
Collaborate, communicate and coordinate with customers, Product Specialists, Tier III, Development and Management as required to ensure customers' satisfaction
Provide weekly status update summary to each customer for all of their current open issues and copy the customer's sales representative on those updates
Represent customers' interest when they need a patch, hotfix or FMR at all levels within our organization
Provide customer with all proactive communication regarding program information, supportability issues and strategic product plans.
Help identify, recommend, and implement improvements in existing processes and procedures
Business Advocacy
Provide information to update the Customer Hotlist / Watchlist entries weekly or as status changes
Ensure internal and customer service level agreements are met for all issues
Assist in maintaining effective and efficient communication between customers, sales, and Product Specialists
Provide customers with monthly and quarterly Executive Summary Reports and host a conference call for the customer and McAfee virtual team to discuss past or current issues. Work with the customers during these sessions to establish customer agreement with severity and impact assigned to issues.
Communicate customers case escalations after theses sessions to management so they can be presented to Tier III for inclusion on escalations to development
Visit each customer as required by our support agreement for relationship building, environment analysis, and support usage overview
Maintain personal technical competency level suitable to clearly understand customer issues and to facilitate effective resolution
EXPERIENCE REQUIRED:
Minimum eight years applicable experience, of those five years must be experience in relationship or customer management in a technical environment with named or dedicated accounts. Experience in management of technical projects requiring coordination of various resources for successful outcome.
QUALIFICATIONS/EDUCATION:
Strong knowledge of security hardware, software, and management platform with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations is desired
Associates or Bachelors Degree, especially in computer science or a related field, is desired
Professional organization certifications in computing fields are highly desirable
Equivalent technical work experience, validated through references, is considered as relevant as certifications
Excellent written and verbal communication skills
Strong personal interaction, presentation and telephone interaction skills at the business professional services level
Strong personal computing skills in Windows 2000/XP and Windows Server 2003.
Ability to multitask and prioritize job requirements in a dynamic environment.
Strong knowledge of the McAfee Security product line.
CompTIA Security and/or CISSP Certification preferred and possibly required for continued employment.
| Location: [rss] | US-NY-New York |
| Telecommute: | No (Onsite Position) |
| Contact Name: | |
| Contact Phone: | |
| Contact Email: | |
| URL: | http://mcafee.ats.hrsmart.com/cgi-bin/a/highlightjob.cgi?jobid=4561 |
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