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Resident Support Account Manager - NYC Metro area (NY/NJ)

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Chandler, AZ US
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Job Description

Ensures quality service and operational performance within the parameters of program and delivery standards that drive constant improvement in customer satisfaction. Plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Provides pro-active communication to help customers avoid product or security issues within their environment. Engages resources from across support and engineering as needed to resolve customer product or security issues. Works with Sales team to identify opportunities for growth in the client environment. Collaborates with sales and support groups to demonstrate value of Enterprise support offering to client and identify opportunities for expanded support business.



As a "Trusted Advisor", a Resident Support Account Manager will foster strong relationships between McAfee and its customer and will be relied upon to provide advice and recommendations, based upon their own experience and expertise, for McAfee products across all levels of an organization. The RSAM will be an on-site McAfee resource, dedicated to the needs of one customer. They serve as a customer advocate to support the proper functioning of McAfee products deployed throughout the organization. They coordinate the McAfee team and resources needed to resolve issues that prevent the proper operation of products in production.

Key Responsibilities:
• Foster strong relationships between McAfee and its customer
• Provide advice and recommendations, based upon your own experience and expertise, for McAfee products across all levels of an organization
• An on-site McAfee resource, dedicated to the needs of one customer
• Serve as a customer advocate to support the proper functioning of McAfee products deployed throughout the organization
• Coordinate the McAfee team and resources needed to resolve issues that prevent the proper operation of products in production
• Foster strong relationships with the Sales team
• Monitor and manage each of your 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 the customer for all of their current open issues and copy the customer's sales representative on those updates
• Provide Quarterly Security Review detailed the successes, challenges and product health of the customer environment along with identifying risks and making recommendations to mitigate those risks
• Represent customers' interest when they need a patch, hotfix or FMR at all levels within our organization
• Provide customer with proactive communication regarding program information, supportability issues and strategic product plans
• Help identify, recommend, and implement improvements in existing processes and procedures related to the proper functioning of McAfee products
• 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, McAfee management, and Product Specialists
• Provide customers with monthly and quarterly Executive Summary Reports and host conference calls as needed for the customer and McAfee virtual team to discuss past or current issues
• Work with the customer during these sessions to establish customer agreement with severity and impact assigned to issues
• Communicate customer's case escalations after theses sessions to management so they can be presented to Tier III for inclusion on escalations to development
• Maintain personal technical competency level of McAfee products deployed suitable to clearly understand customer issues and to facilitate effective resolution
• Work with the customer and provide product reports as required
• Review product configuration and advise on best practices when required
Required Experience/Skills & Education:
• Must Have hands-on experience Supporting the McAfee Product Line, especially core products such as: ePolicy Orchestrater, endpoint security products (VSE, HIPS, DLP, MDE, etc.) and/or networking products (NSP. MWG, etc.)
• Minimum five years applicable experience, of those three 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
• Strong working knowledge of the McAfee Security product line
• Bachelors Degree from an accredited institution, especially in information technology, computer science, mathematics, or a related field, is required but may be substituted for relevant job experience
• CompTIA Security+, CISSP, PMP, and/or CISM Certification preferred and possibly required for continued employment
• Strong knowledge of data security hardware, software, networking, and management platforms with an understanding and emphasis on installation, troubleshooting, upgrading, integration, and maintenance of client/server operations is desired
• 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 Operating systems and Microsoft Office suite products
• Ability to multitask and prioritize job requirements in a dynamic environment
• Ability to obtain and maintain a government security clearance may be required

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