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Job ID: JR0002449
Job Category: Sales
Primary Location: Bristol, UK
Other Locations:
Job Type: Experienced Hire

Resident Support Account Manager

Job Description

Basic Function and Scope of the Position

Role requires as a dedicated and singular customer focus for one of IntelSecurity’s most premium customers. This position will require a customer negotiated tailored approach to service delivery with a close liaison with a broad team across IntelSecurity.

Specific Responsibilities/Functions
Customer Advocacy

  • Monitor and manage each of their customers’ issues daily with emphasis on progressing cases towards resolution and having the appropriate resources involve
  • Collaborate, communicate and coordinate with customers, Product Specialists, SEO, Development and Management as required to ensure customers’ satisfaction
  • Provide weekly status update summary to the customer for all of their current open issues and copy the customer’s sales representative on those updates
  • Represent customers’ interest when they need a patch, hotfix or FMR at all levels within our organization
  • Provide customer with proactive communication regarding program information, supportability issues and strategic product plans.
  • Help identify, recommend, and implement improvements in existing processes and procedures related to the proper functioning of IntelSecurity product

Business Advocacy

  • Ensure internal and customer service level agreements are met for all issues
  • Assist in maintaining effective and efficient communication between customers, sales, IntelSecurity management, and Product Specialists
  • Provide customers with monthly and quarterly Executive Summary Reports and host conference calls as needed for the customer and IntelSecurity virtual team to discuss past or current issues. Work with the customer during these sessions to establish customer agreement with severity and impact assigned to issues.
  • Communicate customer’s case escalations after these sessions to management so they can be presented to SEO for inclusion on escalations to development
  • Maintain personal technical competency level of IntelSecurity products deployed suitable to clearly understand customer issues and to facilitate effective resolution
  • Work with the customer and provide product reports as required.
  • Review product configuration and advise on best practices when required


As a “Trusted Advisor”, a Resident Support Account Manager will foster strong relationships between IntelSecurity and its customer and will be relied upon to provide advice and recommendations, based upon their own experience and expertise, for IntelSecurity products across all levels of an organization. The RSAM will be a dedicated IntelSecurity resource.  They serve as a customer advocate to support the proper functioning of IntelSecurity products deployed throughout the organization.  They coordinate the IntelSecurity team and resources needed to resolve issues that prevent the proper operation of products in production.  With a goal to support continued renewals and product purchases, they will think strategically and recognize opportunities for revenue generation and competitive displacement, and share that information with their Sales team.

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.

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