Being the cybersecurity partner of choice, protecting our digital way of life.
Your Impact
- Interview, hire, train and mentor a team of Support Account Managers
- Manage projects and teams to promote productivity and effectiveness
- Drive decisions and results that will affect costs and may impact the short-term goals of the organization
- Receive assignments in the form of objectives and determines how to use resources to meet project schedules and goals
- Provide guidance to others managers and fellow peers within the latitude of established policies to complete assignments
- Maintain a solid sense of cohesiveness within your team, focusing on employee morale and employee development initiatives for internal retention
- Drive Support metrics and KPIs to manage Support Account Manager managers and teams effectively
- Set team goals in-line with overall organizational goals- also, set specific goals for direct reports and provide regular feedback on performance
- Provide leadership, mentorship, and support for technical account related issues
- Lead effective advice and counsel on strategic communications issues and exercise effective discernment
- Drive process improvement for efficiency, organization, and customer satisfaction purposes
- Drive close collaboration with various internal partners (including engineering, account management, product management, IT, and manufacturing) to resolve issues and grow the business
- Drive close collaboration with Sales and Post-sales account teams on scoping and pricing FS contracts as well as introducing the offering to customers
Your Experience
- 10+ years experience in client-facing technical support within the high tech industry preferred
- 10+ years experience managing regional and global teams
- Strong project management skills with proven results
- Extensive experience in effectively manage escalations of complex problems, prioritize a demanding workload, delegate appropriately, and deliver results under pressure
- Validated leadership skills including effective oral and written communication, performance management, issue/conflict resolution, negotiation, motivating others, forecasting, and planning
- Extensive experience in customer-facing Support engagements
- Willingness and ability to travel (occasionally at short notice)
- Technical experience in the Network and/or Cloud Security Industry
- Extensive knowledge of Network Security or Cloud Security (Routers, Switches, firewalls, VPN routers - Checkpoint, Juniper (Netscreen), Fortinet, Cisco, Application Development Security)
- Strong background in networking, LAN, WAN and Cloud technologies
- Fluency in the English language as well as other customer language requirements (where applicable)
- Ability to manage simultaneous projects in a dynamic environment with constant change to address emerging security risks and challenges
- Lead with a positive, growth-oriented mindset
- Thrive in a matrixed, team environment anchored by our values of Collaboration, Disruption, Execution, Inclusion, and Integrity
You’ll be involved in leading and working with teams implementing new products, transitioning from old products to new, and will fix integrations and critical issues as they are raised – in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus of providing the best customer support in the industry.
All your information will be kept confidential according to EEO guidelines.
