*Position: Technical Support / Service Delivery Manager*
Salary budget: Open based on working experience, skills and market rate
Work location: Warszawa, Poland
Employment type: 12 months renewable contract
*Summary of the role*:
We are looking for an <<Support Account Manager (SAM) to work within the Focused Services team, doing <<technical support delivery across the Company’s platform of products to ensure Company’s networks is exceeding customer expectations>>. This position will report to the <<Sr Manager, Technical Account Management>> and is a great opportunity for a talented individual who has the desire to associate with a fast-growing company in a truly international environment.
· As a Support Account Manager (SAM) you are key to shaping the support experience of our strategic customers. Your responsibility includes driving the technical support delivery across the Company’s Networks platform of products to ensure the Company is exceeding customer expectations.
· As a partner to your customers, you 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 right outcomes and realize the value of their investment in the Company’s security platform.
*Your Impact & responsibilities*
This position calls for someone who possesses a good <<technical background and customer relationship skills>> background and works proactively to drive results. This person is a self-starter, flexible, has a high level of integrity and is action and goal-oriented in a fast-paced, team-oriented, collaborative environment.
● Provide leadership in the delivery of our high-touch, personalized support service to our customers.
● Understand and participate in technical discussions in order to move towards the resolution of technical issues that are blocking successful adoption of the Company’s platform.
● Develop an understanding of our customer’s business and security priorities to provide technical best practice guidance and support.
● Develop and deliver weekly status reports to summarize support status of open issues, task progression and pending activities.
● In collaboration with support engineers, document, deliver and present technical, in-depth root cause analysis for customer issues.
● Deliver quarterly business reviews that communicate the value the customer is deriving from their Company’s investment.
● Partner with account teams to understand their account expansion strategy and to support in the identification of opportunities to deliver solutions and/or service to your customers.
● Understand how customers are using their Company’s products and provide best practices guidance in support of customer use cases and to increase their security posture.
● 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.
● Ensure your customers and internal stakeholders have timely information to make decisions in order to resolve issues more quickly.
● Engage Product Management on behalf of the customer to communicate security priorities and operational requirements as feature requests.
● Invest in your continuous development by maintaining technical proficiency across the Company’s platform.
*Your Experience*
● 3+ years of experience in technical support or a services delivery role with demonstrated skills delivering technical guidance and technical information to customers from engineers to management to executives.
● 3+ years of client facing sales or services experience with large enterprise, Fortune 500 companies
● Prior experience 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 work 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
● Project Management certifications or qualifications such as PMP, PRINCE2, ITIL is a plus
Job Types: Full-time, Contract
Contract length: 12 months
Pay: 13,000.00zł - 25,000.00zł per month
Application Question(s):

• Total years of work experience in collaboration with support engineers, document, deliver and present technical, in-depth root cause analysis for customer issues?

Education:

• Bachelor's (Preferred)

Experience:

• technical support delivery: 6 years (Preferred)
• customer relationship skills: 4 years (Preferred)
• technical discussions in order to move towards resolution: 1 year (Preferred)