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Support Account Manager

Primary Location Amsterdam, Additional Locations Date posted 11/21/2018
Apply Now Job ID: JR0013487

Job Details:

Job Description:

Report to:

Enterprise Support Manager, Sr Manager, or Director

Work Location:


Role Introduction:

The SAM is an assigned support management resource focused on driving the success of McAfeeproducts and support provided to multiple enterprise customers.

Integrating an existing team of SAM’s in the Region, and reporting to Enterprise Support Manager, s/he will foster strong relationships between McAfee teams and Enterprise customers

The SAM will provide current and customer-relevant technical information and documented best practices advice to drive successful outcomes with product lifecycle planning, deployment, administration, and support of McAfee products across the enterprise.

Company Overview:

With the mission of capturing the biggest market share in the area of cyber security, network security, endpoint security, threat research, malware research, cloud security, we work together for a common goal of shaping the company’s future by designing and building the best in class robust and scalable security products for consumer and enterprise customers. As industry top performers, we aim to develop optimized high performance system software solutions with high availability and reliability.

Culture and our pillar values are central to McAfee’s philosophy. Every day we embrace a more diverse workforce and inclusive environment. We are encouraged to bring your true selves to work. Our wide range of social communities & programs, flexible work hours and family-friendly benefits, all allow our employees to feel valued as people, while enjoying positive and stimulating work. Check out more: Careers & Life at McAfee

As a Customer Success Manager a typical day might include following:

  • Serve as a customer advocate and support management coordination point for McAfee enterprise support
  • Provide 7x24x365 standby availability for response and management coordination of critical enterprise issues (in coordination with other McAfee team members for time off)
  • Foster strong relationships between McAfee teams and the enterprise customer via regular onsite visits.
  • Provide advice and recommendations, based upon McAfee documented technical information and best practices for effective lifecycle planning, deployment, administration and support of McAfee products across the enterprise
  • Maintain detailed awareness of McAfee product solutions in the customer environment through periodic reviews
  • Provide proactive and customer-relevant communications on malware, vulnerabilities, McAfee product technical information, and strategic product plans
  • Deliver periodic issue status reviews and Executive Summary Reports outlining McAfee technical support activities, achievement of success against agreed benchmarks, and other relevant information to inform enterprise customer management
  • Maintain a high level technical awareness and skill regarding the planning and administration of McAfee products in line with security industry practices
  • Works with Sales team to identify opportunities for growth in the client environment

You possess core skills like: 

  • 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
  • High-level management knowledge of data security hardware, software, networking, and management platforms with an understanding and emphasis on deployment planning, troubleshooting, upgrading, integration, and maintenance of client/server operations
  • Design of risk analysis and reporting protocols
  • Excellent written, verbal communication skills and presentation skills
  • Fluency in both Dutch and English language

Our Vision:

To enable a world where cyber security is so consistent, reliable and  effective that it becomes a trusted foundation in our lives – like clean air and water. Our technology enables the world to fully realize the  transformative power of the digital age, by protecting all that matters. By doing our job well, we drive limitless innovation, securely.

Our Values:

We live our values day in and day out, do you think you can live our values with us? If you can, don’t think, just connect with us. Together is power.

  • We achieve Excellence with Speed and Agility
  • We Play to Win or Don’t Play
  • We Innovate without Fear
  • We Practice InclusiveCandor and Transparency
  • We Put the Customer at the Core

Unleash your PowerJoin our Talent Network:

McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

Job type:

Experienced Hire


Shift 1 (Netherlands)

Primary Location:

Netherlands, Amsterdam

Additional Locations:

Posting Statement:

McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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