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: 2020-04-09

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