Sales Escalation LeadPrimary Location Bangalore, Karnataka Additional Locations Date posted 11/19/2018
The Sales Engagement Lead is responsible for ensuring sales engagement cases for non-Premium McAfee Support clients within their region are resolved in a timely manner and the technical issue is resolved. The SEC needs to be a strong communicator who can drive resolution across the Support and Engineering organizations. Understanding of McAfee solutions and services are critical for client interaction and internal coordination. The Sales Engagement Coordinator works with internal/external contacts to drive continuous improvements in trends, and process with partners and customers as a point of contact to coordinate activities among teams.
Develop a trusted advisor relationship with the client (Coordinators and executive), McAfee Sales, Global Support Teams (GST) and SEs.
Act as an interface for McAfee sales and clients that have not purchased Premium Support from McAfee.
Ensure the customer's voice is heard throughout the engagement process
Set correct expectations and drive relief and resolution through effective communication
Drive customer retention and adoption rates by conducting regular meetings with customers to review open issues and resolve outstanding issues.
Work closely with the customer(s) and internal resources to rapidly resolve customer issues.
During critical incidents, the Sales Engagement Team provides regional status updates
Coordinate resources throughout McAfee (Support, Sales, ML, Eng, etc) to address the action plans for customer’s issues.
Create and maintain lines of communication with Sales, SE’s, and PS.
3+ years in Customer Success or similar role.
A proven ability to succeed in a fast-paced environment and ever changing industry.
Strong communication skills (written, verbal, phone, email, presentation), with the ability to explain technical subjects to non-technical end user personnel in an Enterprise environment.
Ability to build credibility and trust by first understanding, and then addressing customer needs.
Ability to establish and maintain strong relationships with a variety of internal and external stakeholders, from technical contributors to management.
Excellent time management and project management skills.
Experience with Security issues and Products.
Bachelor's degree in a relevant field is highly preferred, but not mandatory.
Experience with McAfee solutions is preferred, but not mandatory.
Comp TIA Security+ or CISSP certifications are a plus.
Shift 1 (India)
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