Manager, Technical Account Management
2 months ago
**Responsibilities**:
- Provide first level supervision to a group of Technical Account Managers and Advanced Support Engineers, managing workload, response, resolution and quality.
- Be the escalation point for direct reports and our customers.
- Monitor and manage support engineer queues and escalate issues as necessary.
- Perform routine case reviews and provide feedback.
- Participate in the quality calibration and validation process
- Improve productivity by highlighting deficiencies and recommending changes in methods, processes and tools.
- Monitor and manage operational and customer satisfaction metrics to meet organizational goals.
- Provide input to training and development planning and performance evaluations.
- Manage customer escalations; follow up with customer satisfaction surveys.
- Build and maintain strong relationships with sales
- Participate in the lifecycle of a services subscription business by being in involved in scoping, renewal negotiations, including the upsell of services
- Drive a high level of customer satisfaction, measured by ticket and quarterly Advanced Support surveys
**Experience**:
- At least 2+ years of support management experience.
- Demonstrated leadership skills.
- Excellent organizational skills.
- Highly desirable to have worked with Fortinet products.
- At least 2+ experience with direct customer interaction, preferably in a supervisory role.
- At least 2+ years experience in a technical support role in a networking/security company or equivalent education.
- Understanding of TCP/IP, routing protocols, L2/L3 switches
- Experience working in with security products firewalls, IPSec, IDS/IPS, Anti Spam, virus scanning
- Troubleshooting and problem solving skills
- Working knowledge of Windows, UNIX or Linux
- Previous call center experience, preferably supporting data networking products and/or security products is desirable.
- Strong English skills both written and verbal.
**Professional Requirements**
- Energized by making customers happy and successful
- A passion for collaboration and a deep understanding of the Internet security technology
- Translator between business, technical, and sales people
- Excellent organizational, analytical and negotiation skills
- Phenomenal communication skills are a must for this job
- Driven to create success in a hopeless situation, through brilliant problem solving, communication, and relentless persistence
- Able to perform well in the face of tight deadlines and tough technical and organizational challenges
- Steadfast and calm in explosive situations
- Strong preference for Arabic/English speaker
**Educational Requirement**:
- Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.
LI-NC1
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