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Support and Services Acct Rep

Primary Location Japan, Tokyo Date posted 05/06/2021
Apply Now Job ID: JR0022765

Job Title:

Support Account Manager

Role Overview:

Account Management for Success Plan customers



Company Overview

From device to cloud, McAfee provides market-leading cybersecurity solutions for both business and consumers. We help businesses orchestrate cyber environments that are truly integrated, where protection, detection, and correction of security threats happen simultaneously. For consumers, McAfee secures your devices against viruses, malware, and other threats, both at home and away. We want to continue to shape the future of cybersecurity by working together to build best in class products and solutions.

マカフィーの有償サポートプログラム(カスタマーサクセスプラン)をご契約いただいたお客様を担当するアカウントマネージャです。

  • テクニカルサポートエンジニア、開発部門、マネージメントチームなどのすべての関係者と協力して、お客様の問題を迅速かつ効率的に解決するための管理
  • 重要な問題についてお客様との良好な関係を構築し、お客様の期待値の適切なセットおよび管理
  • お客様とテクニカルサポートエンジニア間の効率的かつ効果的なコミュニケーションを維持
  • コード修正、または製品機能改善要求に対して、テクニカルサポートエンジニアと連携した社内調整
  • 月次/四半期毎にエグゼクティブサマリーまたはアクティビティレポートを提供し、必要に応じて過去または現在のサポートの問題について話し合うための電話会議を主催
  • 定期的または必要に応じて、お客様へのオンサイト訪問
  • 契約上文書化されているサービスレベル契約の遵守
  • NPSやVendor Scorecardといったお客様満足度の向上および有償サポート契約の更新
  • マカフィーの現在サポートされている製品とテクノロジー、サポートの提供方法、製品サポートのライフサイクル、製品セキュリティのリスクと修復に関する実践的な知識の習得および維持

  • You will support Enterprise customers in Japan who have subscribed to McAfee's paid support program (customer success plan).
  • You will work with our technical support engineers, R&D department, and management teams smoothly
  • Develop great relationship with customers and manage customer expectations
  • You will be a liaison between customers and technical support engineer to maintain
  • Coordinate with our technical support engineers regarding code correction and product feature improvement request
  • Provide executive summery and activity report (monthly / quarterly) and host conference call to discuss past and current support situation
  • Visit customers and support
  • Compliance with contractually documented service level contracts
  • Improve customer satisfaction and renewing paid support contracts such as NPS and Vendor Scorecard
  • Acquire and maintain hands-on knowledge of McAfee's products and technologies, the product support lifecycle, and product security risks and remediation.

Qualifications

  • 法人のお客様のテクニカルサポート経験
  • ビジネス英語スキル (US本社との会話ができるレベル)
  • 変化に対応できる人、困難な問題や新たな取り組みに対しリーダーシップと創造力をもって取り組める人

  • Technical support experience for enterprise customers in Japan
  • Business level English in writing
  • Enjoy communication and provide new plans and support to solve difficult situations

Preferred

  • 法人のお客様またはパートナー様のサポートアカウントマネージメント経験(Customer Success Manager, Support Account Manager, Technical Account Managerなど)
  • 機密システムの担当、運用管理の経験
  • クラウド全般の知識
  • マルウェア、脆弱性、不正侵入などのセキュリティ対策に関する知識
  • Windows/Linux OS全般の知識と構築およびチューニング経験
  • CompTIA Security+やCISSPなど情報セキュリティ関連の資格
  • Experience in Customer Success Manager, Support Account Manager, Technical Account Manager
  • Experience in charge of confidential systems and operation management
  • Knowledge of Cloud, malware, vulnerabilities,
  • General knowledge of Windows / Linux OS and experience in building and tuning
  • CompTIA Security+, CISSP

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

  • Pension and Retirement Plans
  • Medical, Dental and Vision Coverage
  • Paid Time Off
  • Paid Parental Leave
  • Support for Community Involvement

We're serious about our commitment to diversity which is why 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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