Job Description
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.
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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