Technical Account Manager Job in Arlington 76010, Texas Us
Trend Micro: Securing Your Journey to the Cloud
Trend Micro is a global leader with over two decades of expertise in endpoint, messaging and Web security.
With operations globally, Trend Micro is focused on innovating smarter security solutions that protect against a wide range of insidious threats and combined attacks including viruses, spam, phishing, spyware, botnets, and other Web attacks, including data-stealing malware.
Technical Account Managers provide a comprehensive approach to delivering a high level of antivirus and information security protection by strategically partnering with our customers. Our TAM's are dedicated to continuous learning, with a focus on being the leading information source to our customers.
Working in conjunction with Sales, Marketing, and Product Managers, the Technical Account Manager will be the bridge between our Premium Support customers and Trend Micro. As a Technical Account Manager, the TAM will resolve challenging, potentially high impact customer situations with a high level of tact and understanding. The TAM will also take ownership of the Premium Support relationship to drive customer satisfaction by proactively managing and delivering technical information to our customers both onsite, online and via telephone.
Responsibilities include (but not limited to):
- Work in a fast-paced, high-pressure environment under minimum supervision to support deployment, integration and maintenance of Trend software products within clients' networking environments.
- Manage a diverse and complex scope of support issues directly related to the use, support, and implementation of Trend Micro products and solutions, with effective customer skills required on-site, over the phone, and online to ensure the highest level of customer satisfaction by understanding and identifying the customers complex network
- Effectively interact with the engineering teams to provide solutions to complex technical issues
- Must be available to be on call 24x7
- Must be able to travel; quarterly visits to customer sites, and Emergency onsite support to customer's location
- Share best practices with TAM members to enhance the quality and efficiency of support
- Maintain and expand working knowledge of current and beta (non-released) Trend Micro products as well as their integration and methods of support delivery
- Must be able to provide first call case resolution, software/network troubleshooting and proactive support services
- Participate in all projects including building vendor relationships
- Provide consultation to customers and help clients with planning and implementation of Trend software products And other duties required as defined by management
Technical Requirements:
- In-depth technical support experience or account management experience
- Requires 3-5 years of complex troubleshooting and management experience in a multi-protocol (TCP/IP) routed network environment including LANs/WANs, Active Directory, Network architecture, TCP/IP, IIS and firewalls
- Requires 3-5 years knowledge in Microsoft Windows 2000/2003 and/or UNIX (AS/400 or S390) Operating Systems Core Skills Solid multi-tasking and problem resolution abilities
- Demonstrated expertise in Account Management and/or Consulting with an ability to interface with a broad and diverse set of clients Ability to effectively and efficiently instruct and guide customers onsite, online and via telephone is essential
- Demonstrated ability to present solutions to clients that are implemented successfully within the client environment. Ability to effectively conduct formal and informal end-user training sessions or presentations
- Ability to manage own time effectively is a requirement for success
- Quick learner with desire to learn new tools and techniques
- Strong verbal and written communication, customer service, and negotiation skills
Education, Experiences Skills Desired (but not limited to):
- BS degree or equivalent
- Combination of education and technical support experience in computer systems and/or computer networks required
- MCSE certification in Windows 2000 and above and OR Unix System Administration is a strong plus
- 3+ years TAM working experience Familiarity with Trend Micro products a plus
- Candidates with ability to speak French a plus
If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id=1305390-1789-6672