Technical Account Manager, Support - Carbon Black

Why Carbon Black?

At Carbon Black, you’ll have the opportunity to make a huge impact while working alongside a global community of passionate people who are leading the way in cutting-edge technology. Our valued employees across the world have made Carbon Black a Top Place to Work, as named by the Boston Globe for three consecutive years.

Our Support team is recognized as experts. Our customers will turn to you for technical help or to identify new product solutions for changing needs. You’ll be translating Engineering-speak into clear directions for customers and ensure you’re teaching them best practices. You’ll be compassionate through customer problems while balancing urgency for issue resolution. In the end, you’ll work hard to guarantee customer success.

Why You Matter

The Technical Account Manager for the Platinum program is a new critical role in the Support Organization to help ensure the technical health success of our Platinum customers. This is a very proactive role that also works closely with the Account Manager/Customer Success team as part of the Carbon Black Account Team.

The TAM proactively drives the technical health of the Platinum customer through dashboard review, case management, coordinating solutions/priorities, understanding environment/infrastructure, business practices and managing all escalated issues that may occur. This is a great opportunity for someone with a passion for customer success, and a background supporting end point security products, and who wants to add more value through customer engagement to provide a superior experience. We have an incredibly talented team and a performance based and collaborative culture. You will be able to learn from some extraordinary colleagues and leaders as well as bring your own talents and ideas to the team to help us continue to grow.

What You’ll Do

•Provide exceptional customer service to requests for technical support from assigned strategic accounts with Platinum level support

•Proactively review the customer dashboard and address any open issues and ensure consistent messaging and appropriate escalation

•Possess a deep understanding of the customer’s environment, mitigation plans, configuration, important times of the year

•Obtain and coordinate Carbon Black product roadmap and release schedule with customers, including new features relevant to their environment

•Contribute to feedback to PM/Development on product improvements to enhance supportability based on customer experience

•Works with Account Manager/CS team on any potential new and add-on opportunities within accounts, and attend QBR meetings to ensure the customer is in a renewable state

•Works with escalation coordinator to set priorities and establish a technical health plan for open defects and escalated issues

•Regular cadence meetings to review open cases, set priority and ensure solutions are in line with customer deadlines

•Model Carbon Black core values: Accountability, Creativity/Resourcefulness, Energy/Passion, Leadership, Integrity/Honesty, Smart/Critical Thinking, Teaming

What You’ll Bring

•Active Top Secret Security Clearance

•BS in Computer Science or equivalent

•5+ years of technical support experience; carbon black experience preferred

•Excellent organizational and project management skills

•Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations

•Proven leaderships skills and problem solving skills

•Strong written and verbal communication skills

•Familiarity with software distribution, patch management, and anti-viral technologies

•Excellent analysis and debugging skills

•Programming experience a plus

Who We Are

Carbon Black has designed the most complete next-gen endpoint security platform, enabling organizations to stop the most attacks, see every threat, close security gaps, and evolve their defenses. The Cb Endpoint Security Platform helps organizations of all sizes replace legacy antivirus technology, lock down systems, and arm incident response teams with advanced tools to proactively hunt down threats. Today, Carbon Black has approximately 2,000 worldwide customers, including 25 of the Fortune 100 and more than 700 employees. Carbon Black was voted Best Endpoint Protection by security professionals in the SANS Institute’s Best of 2015 Awards.

Carbon Black is an Equal Opportunity Employer.