Technical Account Manager at VMware Carbon Black

| Greater Boston Area
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Job Description

Business Summary:

VMware Carbon Black is looking for a Technical Account Manager (TAM) who is committed to customer success for our Platinum customers.  You are comfortable living in both the Support and Engineering environments; translating internal Engineering-speak into clear concise directions for customers and vice-versa. This is an excellent opportunity to join a dynamic and fun Technical Support team. This is a proactive role that works closely with the Account Manager/Customer Success team as part of the VMware Carbon Black Account Team.  You thrive on jumping into highly escalated issues and working to reach a solution with the Customer and internal teams. 
 

Job Role and Responsibilities:

This is a great opportunity for someone with a passion for customer success and a background supporting endpoint security products who wants to add more value through customer engagement at a broader level to provide a superior customer experience.  

Required Skills:

  • Provide exceptional customer support to requests for technical support from assigned strategic accounts with Platinum level support 

  • Communicates effectively at both the executive and technical level to ensure consistent messaging and appropriate escalation

  • Proactively review the customer dashboard and address any open issues 

  • Deep understanding of the customers environment and configuration 

  • Aware of customer migration plans

  • Complete upgrade preparedness of the customer's system

  • Contribute to feedback to PM/Development on product improvements to enhance supportability based on customer experience  

Preferred Skills:

  • 5+ years of technical support experience

  • Expert level deep dive troubleshooting 

  • Excellent organizational and project management skills 

  • Strong communication (verbal and written) and customer handling skills

  • Solid understanding of IT security strategies

  • Experience in the enterprise security space

  • Familiarity with software distribution, patch management, and anti-viral technologies

  • Excellent analysis and debugging skill

Bonus Points:

  • Programming experience

  • OSX or Linux platform experience with supporting technologies/products

  • Operational experience with SQL technologies

 

Category : Client Support
Subcategory: Technical Support
Experience: Manager and Professional
Full Time/ Part Time: Full Time
Work From Home: Yes
Posted Date: 2020-01-23



VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.

Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • ScalaLanguages
    • HTMLLanguages
    • D3JSLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Waltham HQ - 1100 Winter Street, Waltham Boston Location - 201 South Street, Boston

An Insider's view of VMware Carbon Black

What does career growth look like on your team?

We consider the Sales Development Representative Program an important first step in building out the foundation of a future leader. Whatever your first steps are at Carbon Black won’t be your last. Our program isn’t just about getting SDRs to be a good quota carrying rep; it’s also about helping them develop the next best step in their careers.

Susan

Director, Corporate Sales

How do you make yourself accessible to the rest of the team?

My leadership style is all about empowering my teams. I work in a way that is transparent and honest and want to help people achieve personal and professional goals. I want to foster technical abilities and make sure our people are keeping up with the leading edge technologies.

Tarun

VP of Engineering & Operations

What are some social events your company does?

Our culture club, Life at CB, focuses on a range of events. From company parties, employee communities, and sports leagues to philanthropy and learning and development, there's a ton of ways we get together and grow.

Ashley

Sr. Talent Brand Ambassador

What are VMware Carbon Black Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
In our Waltham HQ location.
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
For our Waltham HQ
Recreational Clubs
Relocation Assistance
For some roles, we will offer relocation assistance.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
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