Broadcom Support Account Manager 

Japan, Minato 

792832583

Responsibilities

Prioritize & drive escalations with internal stakeholders such as Engineering to ensure visibility, traction and ultimate closure.

Set correct expectations and drive relief and resolution through effective communication.

Provide regular regional status updates for all escalated Service Requests.

Collaborate with the infrastructure functions required in escalations management.

Analyze escalation performance metrics.

Travel to customer sites and company offices as required.

Take an active role on escalated critical customer issues as may be required.

Skills & Requirements

Display a strong sense of urgency

Strong written, verbal communication and presentation skills in English and Japanese

Ability to drive escalations through defined process to resolution

5-7 years in technical support preferably of a software product, and ideally an enterprise software product

Strong negotiation skills

Strong conflict management skills

Demonstrated experience influencing people across functional boundaries

Demonstrated effectiveness working with global or international operations

Ability to work effectively in high stress situations

BS Computer Science or equivalent