Fortinet Manager Technical Account Management 

Czechia, Prague, Prague 

169121031

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

Educational Requirement:

• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable.