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Job ID: JR0003739
Job Category: Engineering Management
Primary Location: Sao Paulo, SP BR
Other Locations: Argentina, Buenos Aires; Colombia, Bogota; Mexico, Mexico City;
Job Type: Experienced Hire

SAM Manager

Job Description
About the Role: The Manager, Enterprise Support directly supervises a team of eight Support Account Managers SAMs that delivers a quality customer experience for Intel Security Enterprise Premium clients. The manager is responsible for delivering operational results client outcomes, case management and customer satisfaction to ensure goals are met and aligned to Intel Security objectives. Key Responsibilities: Delivering Client Outcomes: Partner with Sales/Product Specialist Managers to resolve client issues quickly. Be seen as a leader around client engagement and escalation management. Skills to deal with shifting expectations/priorities with large Enterprise customersCreate a culture of Client Outcomes vs simple call and case management. Leadership of a team: Grow future leaders for IntelImprove overall customer relations skills that drive client satisfaction. Display and act with a sense of urgency and work under tight time frames. Act as a partner with peers to ensure one operational model across teams. Personal Characteristics: Clear communicator who is effective in both written and verbal client deliverableStrong attention to detail and interpersonal skillsTeam building, conflict management coaching, mentoring, etc. Proven ability to make critical decisions and use sound judgment.


Qualifications

Five years' experience managing Support operations. Advanced written and verbal communication skills Accredited college level degree or demonstrated equivalent experience Strong Microsoft Office skills Preferred: Passion for creating superior customer outcomes while creating a stimulating work environment Proven ability to manage the quality of service delivery in a high growth environment Demonstrated analytical skills. Skilled at managing a dynamic and diverse team and products. Strong personal leadership and management skills with a collaborative style to participate at the strategic and tactical level of the company Fluency in EnglishFluency in Spanish and/or Portuguese desired if fluency in both

Inside this Business Group

The Intel Security Group combines employees from McAfee and Intel – people with security expertise in hardware, software, and solutions into one business unit focused on building hardware, software, services and end-to-end security solutions. Intel Security Group sets the stage for new levels of collaboration and innovation and will drive leadership in the industry by providing ubiquitous security and identity protection for people and businesses worldwide.



Other Locations

Argentina, Buenos Aires; Colombia, Bogota; Mexico, Mexico City;

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