Technical Account Manager, Delhi

When you join Trend, you become part of a unique and diverse global family and you get to work towards a world safe for exchanging digital information.

PRIMARY RESPONSIBILITIES

Major Duties and Responsibilities:

• Wears the ‘Customer Advocate’ hat at all times.
• Understands and can articulate entire product line and architecture. 
• Ability to troubleshoot technical issues at a high level to determine appropriate path to resolution.
• Perform TAM duties for minimum 10 to 12 Premium Support Accounts at any time.
• Will work on staying current on both the technology and product fronts.
• Pass the TrendMicro and Industry Standard certification in a timely fashion.
• Diligently does the on boarding of new PSP Account.
• Builds and grows relationships with both Technical staff and Sr. Management from the customer team.
• Ensures that the SFDC  is updated with all the relevant account information such as overview, meeting minutes, Architecture diagrams, Strategic Support Plan, Migration plan, and lessons learned documents.
• Conduct monthly  call with each of their accounts and provides the customer team a status update.
• Performs a Quarterly review of the account with Sr. Management staff of the customer team including the internal sales account manager.
• Perform Quarterly Health check and deriving effectiveness of the solution to showcase the ROI for PSP customer and follow through the recommendation on the findings.
• Proactively delivers operations training with basic troubleshooting with support escalation checklist to all PSP customer.
• Send proactive advisories to customer’s on new product upgrades/patches etc.
• Own, drive and track Hot Customer escalations, and work with internal support / Engineering and customer team.
• Ensure that all cases opened for their accounts are being actively worked and progressing towards an expeditious resolution.
• Closely follow up with Product Management to ensure that customer’s Feature Request are logged and appropriately prioritized.
• Onsite visit at least once in a quarter and on need basis for PSP customer.
• Understand the customer needs according to the situation and recommends other TrendMicro solution stack if it suites the requirement and provide insights to sales account manager.

Minimum Requirements:

•          Prior experience in supporting/implementing  security solution products is must, experience with TrendMicro solution will be an added advantage.
•          Domain knowledge in networking security and cloud solution (AWS,Azure, GCP).
•          Must have experience working directly with Enterprise Customer Support supporting Business customers.
•          Must be passionate about delivering Industry leading Customer support, and thrive in a fast-paced, high energy environment.
•          Project Management skills is preferred.
•          Candidate has to be available based on request 24/7
•   Technical customer handling experience at security domain.
•          Required problem solving skills & logical thinking skills. EXPERIENCE
• 3 to 8 years TAM experience
• At least 4 years in technical product support or information systems environment supporting business-to-business customers.     Specific Skills:
• Strong personal drive for ensuring customer success with a proactive focus. 
•  Strong background in a dynamic, problem solving, customer service environment.
• Demonstrated experience in a technical customer support environment and experience working with a networking vendor involving technical Support
• Flexibility, integrity and creative problem-solving skills.
• Outstanding verbal and written communication skills.
• Ability to work in a fast-paced environment with multiple enterprise customer.
• Ability to articulate technical issues in a meaningful way to both team and executive level management.
• Must be capable of dealing confidently and professionally at the executive level with Customers.
• Must be a team player and build good working relationships across all functions.

• Bachelor’s degree in Computer Science or Information Systems or equivalent experience.

  
  

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