Technical Account Manager

Job Description

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
Work From Home: Yes
Posted Date: 2020-01-23



VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.

Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

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