Ensures quality service and operational performance within the parameters of program and delivery standards that drive constant improvement in customer satisfaction. Plans and oversees enterprise level support and service activities for company products and services for a designated client or group of clients. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Provides proactive communication to help customers avoid product or security issues within their environment. Engages resources from across support and engineering as needed to resolve customer product or security issues. Works with Sales team to identify opportunities for growth in the client environment. Collaborates with sales and support groups to demonstrate value of Enterprise support offering to client and identify opportunities for expanded support business.
Inside this Business Group
Amazing organizations don't just happen. Vision, strategy and innovation come to life through exquisite execution. Help create the future of Intel Security, where our diverse talent and culture provide the competitive advantage to help Intel Security win big!A high degree of character is of the utmost importance! We expect that if you don't know something, you'll say so and be willing to pursue the training you need to get proficient and/or collaborate internally to get the right answer. Previous Intel Security solutions experience is a must in this industry and security certifications such as CISSP, SSCP, Security + and the like are highly desired. Proven track record of dealing with difficult situations and an ability to act professional during challenging conversations. Must be willing to travel and be brave enough to present information to customers which very well may include executive staff. In addition, sometimes these messages may not be what people want to hear, but need to be delivered professionally. Being a team player and always having the customer's best interest at heart is paramount to being successful in this job. Our goal is to be the best security solutions partner in the industry and we want nothing but the best to join our ranks!
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.