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.
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
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
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
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