Senior Support Account Manager - Pinnacle

Job Title:Senior Support Account Manager

Location:Hybrid - in office 3 days per week (Plano, TX 75093) / Open to Remote as well

This experience is helpful -Public Sector customer delivery experience - could be Federal, State, local and /or university experience.

Job Description:

• As a Senior Support Account Managers candidate is key to shaping the support experience of client largest, strategic customers.
• Candidate's responsibility includes driving the technical support delivery across the Client Networks platform of products to ensure Client Networks is exceeding customer expectations.
• As a partner to your Customers, candidate will understand their business goals and security priorities in order to deliver support services that drive customer loyalty and success.
• Successful candidates will be customer-obsessed team players who leverage demonstrated technical expertise with strong business acumen to ensure customers achieve the committed support outcomes and realize the value of their investment in the Client Networks security platform.

Candidate's Role:

• Manage the customer support experience for the delivery of client high-touch, personalized support service to client large enterprise, strategic customers.
• Provide leadership in the identification and resolution of technical issues that are blocking successful adoption of the Client Networks’ platform.
• Develop a deep understanding of client customer’s business and security priorities to provide technical support management of customer support issues.
• Develop and deliver weekly status reports to summarize support status of open issues, path to resolution and support metrics.
• Deliver quarterly business reviews that communicate the value the customer is deriving from their Client Networks’ investment.
• Deliver updates on product and feature enhancements.
• Proactively use data to monitor customer health and to mitigate risk and to resolve customer technical issues.
• Act as an advocate for customers, coordinating internal resources during the triage and resolution of high severity cases to assist with the timely resolution of these issues.
• Invest in your continuous development by maintaining technical proficiency across the Client Networks platform.

Candidate's Experience:

• 8 plus years of experience in technical support or a services delivery role with demonstrated skills delivering technical guidance and information to customers from engineers to management to executives.
• 8 plus years of client facing sales or services experience with large enterprise, Fortune 500 companies
• Prior experience delivering and/or supporting network security technology, working in security operations, technical support, and/or cloud security with products including but not limited to next generation firewalls, SASE solutions, cloud security, endpoint security, security orchestration, automation and response products.
• Ability to translate business objectives into desired outcomes and deliver best practice guidance.
• Demonstrated ability to prioritize work within a demanding environment, delivering consistent results under time constraints.
• Demonstrated ability to identify key customer stakeholders, engage and build relationships without direct supervision
• Ability to manage simultaneous issues in a dynamic environment and proactively identify and mitigate risks and challenges
• Demonstrated ability to provide leadership in a matrix team environment partnering and influencing others across the organization to achieve desired customer outcomes.
• Excellent written and verbal communication skills; the ability to clearly articulate technical issues to both technical and non-technical audiences and to explain the impact in business terms
• Positive, growth-oriented mindset
• Thrives in a matrixed, team environment anchored by client values of Collaboration, Disruption, Execution, Inclusion, and Integrity.

Required Skills:

• Leadership skills
• Account manager
• Technical support
• Excellent written and verbal communication skills

Additional Skills:

• Firewalls
• Customer support
• Metrics
• Network security
• Cloud security
• Presentation skills
• Operations

Languages:

• English ( Speak, Read, Write )

Pay Range: $60- $65

The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision as well as 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work.