ACCOUNT SUPPORT MANAGER

Job Description:The Support Account Manager (SAM) will work within the Focused Services team to deliver technical support across the company's product platform. Reporting to the Senior Manager Technical Account Management, the SAM will be pivotal in shaping the customer support experience, ensuring customer satisfaction, and driving customer loyalty.Key Responsibilities:Provide leadership in the delivery of our high-touch, personalized support service to our customers. Understand and participate in technical discussions to move towards the resolution of technical issues that are blocking the successful adoption of the Company Networks’ platform. Develop an understanding of our customer’s business and security priorities to provide technical best practice guidance and support. Develop and deliver weekly status reports to summarize support status of open issues, task progression and pending activities. In collaboration with support engineers, document, deliver and present technical, in-depth root cause analysis for customer issues. Deliver quarterly business reviews that communicate the value the customer is deriving from their Company Networks’ investment. Partner with account teams to understand their account expansion strategy and to support in the identification of opportunities to deliver solutions and/or service to your customers.Understand how customers are using their Company Networks products and provide best practices guidance in support of customer use cases and to increase their security posture.Deliver updates on product and feature enhancements. Proactively use data to monitor customer health and to mitigate risk and to resolve customer technical issues. Act as an advocate for customers, coordinating internal resources during the triage and resolution of high severity cases to assist with the timely resolution of these issues. Ensure your customers and internal stakeholders have timely information to make decisions to resolve issues more quickly. Engage Product Management on behalf of the customer to communicate security priorities and operational requirements as feature requests. Invest in your continuous development by maintaining technical proficiency across the Company Networks platform. Experience and Qualifications3+ years of experience in technical support or a services delivery role with demonstrated skills delivering technical guidance and technical information to customers from engineers to management to executives. 3+ years of client facing sales or services experience with large enterprise, Fortune 500 companies Prior experience supporting network security technology, working in security operations, technical support, and/or cloud security with products including but not limited to next generation firewalls, SASE solutions, cloud security, endpoint security, security orchestration, automation and response products. Ability to translate business objectives into desired outcomes and deliver best practice guidance.Demonstrated ability to prioritize work within a demanding environment, delivering consistent results under time constraints. Demonstrated ability to identify key customer stakeholders, engage and build relationships without direct supervision Ability to manage simultaneous issues in a dynamic environment and proactively identify and mitigate risks and challenges Demonstrated ability to work in a matrix team environment partnering and influencing others across the organization to achieve desired customer outcomes. Excellent written and verbal communication skills; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms Positive, growth-oriented mindset Project Management certifications or qualifications such as PMP, PRINCE2, ITIL is a plus