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Resident Support Account Manager - Brooklyn

Primary Location New York City, New York Additional Locations Date posted 05/31/2019
Apply Now Job ID: JR0015376

About the Role:

  • 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, they are 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 these 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

About You: 

  • Must have hands-on experience supporting the McAfee Product Line, especially core products such as: ePolicy Orchestrater, endpoint security products (ENS, VSE, HIPS, DLP, MDE, etc.). Networking products (NSP. MWG, etc.) experience is heavily desired
  • 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
  • Bachelor’s 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 heavily desired 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


  • The ideal candidate is self-motivated, results oriented, passion about program development and management and is strategically adept
  • High integrity, excellent judgement — you’ll have access to sensitive information and must treat it appropriately
  • Highly collaborative — you recognize the value of bringing people along
  • Intellectual curiosity — you're eager to learn new concepts; you're willing to admit you don’t know certain things, will ask for help, roll up your sleeves, and learn
  • Self-aware — you aren't complacent when it comes to personal growth; you’re receptive to feedback and eager to grow despite one's seniority
  • Sense of ownership — you have a mentality of “the buck stops with me” and always ask “what did I contribute to this situation?”
  • Low ego — you shouldn’t be prone to thinking that a job is too small
  • Brave, adaptable, calm under pressure — you’re unafraid to operate in high-pressure, chaotic situations


Shift 1 (United States of America)

Primary Location:

US, New York, New York City

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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