: Technical Account Manager

Business Summary:

VMware Carbon Black is looking for a Technical Account Manager (TAM) who is committed to customer success for our Platinum customers. You are comfortable living in both the Support and Engineering environments; translating internal Engineering-speak into clear concise directions for customers and vice-versa. This is an excellent opportunity to join a dynamic and fun Technical Support team. This is a proactive role that works closely with the Account Manager/Customer Success team as part of the VMware Carbon Black Account Team. You thrive on jumping into highly escalated issues and working to reach a solution with the Customer and internal teams.

Job Role and Responsibilities:

This is a great opportunity for someone with a passion for customer success and a background supporting endpoint security products who wants to add more value through customer engagement at a broader level to provide a superior customer experience.

Required Skills:

  • Provide exceptional customer support to requests for technical support from assigned strategic accounts with Platinum level support

  • Communicates effectively at both the executive and technical level to ensure consistent messaging and appropriate escalation

  • Proactively review the customer dashboard and address any open issues

  • Deep understanding of the customers environment and configuration

  • Aware of customer migration plans

  • Complete upgrade preparedness of the customer's system

  • Contribute to feedback to PM/Development on product improvements to enhance supportability based on customer experience

Preferred Skills:

  • 5+ years of technical support experience

  • Expert level deep dive troubleshooting

  • Excellent organizational and project management skills

  • Strong communication (verbal and written) and customer handling skills

  • Solid understanding of IT security strategies

  • Experience in the enterprise security space

  • Familiarity with software distribution, patch management, and anti-viral technologies

  • Excellent analysis and debugging skill

Bonus Points:

  • Programming experience

  • OSX or Linux platform experience with supporting technologies/products

  • Operational experience with SQL technologies


Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Posted Date: 2020-04-09



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Full-time