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Resident Support Account Manager - Memphis

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Location:
Chandler, AZ US
Other Location(s):
Job Id:
JR0008943
Job Category:
Sales
Job Description

Provides post-sales technical expertise during the installation, implementation and maintenance of company products. May be involved in implementing detailed customer installation requirements. Ensures that client's needs have been met and that the product/solution is fully functioning according to specification. May provide follow-up support to company sales staff and customer personnel by disseminating technical information on specific applications.


Qualifications

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:
o Foster strong relationships between McAfee and its customer
o Provide advice and recommendations, based upon your own experience and expertise, for McAfee products across all levels of an organization
o An on-site McAfee resource, dedicated to the needs of one customer
o Serve as a customer advocate to support the proper functioning of McAfee products deployed throughout the organization
o Coordinate the McAfee team and resources needed to resolve issues that prevent the proper operation of products in production
o Foster strong relationships with the Sales team
o 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
o 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
o 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
o Represent customers' interest when they need a patch, hotfix or FMR at all levels within our organization
o Provide customer with proactive communication regarding program information, supportability issues and strategic product plans
o Help identify, recommend, and implement improvements in existing processes and procedures related to the proper functioning of McAfee products
o Provide information to update the Customer Hotlist / Watchlist entries weekly or as status changes
o 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
o 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
o Work with the customer during these sessions to establish customer agreement with severity and impact assigned to issues
o Communicate customer's case escalations after theses sessions to management so they can be presented to Tier III for inclusion on escalations to development
o Maintain personal technical competency level of McAfee products deployed suitable to clearly understand customer issues and to facilitate effective resolution
o Work with the customer and provide product reports as required
o Review product configuration and advise on best practices when required

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