As a "Trusted Advisor", a Resident Support Account Manager will foster strong relationships between Intel Security and its customer and will be relied upon to provide advice and recommendations, based upon their own experience and expertise for Intel Security products across all levels of an organization. The RSAM will be an on-site Intel Security resource, dedicated to the needs of one customer. They serve as a customer advocate to support the proper functioning of Intel Security products deployed throughout the organization. They coordinate the Intel Security 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 think strategically and recognize opportunities for revenue generation and competitive displacement, and share that information with their Sales team.
Customer Advocacy: Monitor and manage each of their customers' issues daily with emphasis on progressing cases towards resolution and having the appropriate resources involved. Collaborate, communicate and coordinate with customers, Product Specialists, Tier III, 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 PERs 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 Intel Security products.
Business Advocacy: Provide information to update the Customer Hotlist/Watchlist entries weekly or as status changes. Ensure internal and customer service level agreements are met for all issues. Assist in maintaining effective and efficient communication between customers, sales, Intel Security management, and Product Specialists. Provide customers with monthly and quarterly Executive Summary Reports and host conference calls as needed for the customer and Intel Security 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 Tier III for inclusion on escalations to development. Maintain personal technical competency level of Intel Security 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 advice on best practices when required.
Inside this Business Group
Minimum five years applicable experience, of those three years must be experience in relationship or customer management in a technical environment with named or dedicated accounts. Must Have Experience Supporting Intel Security Product Line. Experience in management of technical projects requiring coordination of various resources for successful outcomes. Strong working knowledge of the Intel Security product line. Bachelor's Degree from an accredited institution, especially in computer science, mathematics, or a related field, is required CompTIA Security, CISSP, PMP, and/or CISM Certification preferred and possibly required for continued employment. Strong knowledge of data security hardware, software, and management platforms with an understanding and emphasis on installation, troubleshooting, upgrading, integration, and maintenance of client/server operations is desired. Excellent written and verbal communication skills. Strong personal interaction, presentation and telephone interaction skills at the business professional services level. Strong personal computing skills in Windows 7/8/10 and Windows Server 2008/2012. Ability to multitask and prioritize job requirements in a dynamic environment. Ability to obtain and maintain a government security clearance may be required.
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.