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Job ID: JR0006349
Job Category: Sales
Primary Location: Unknown, KLN HK
Other Locations:
Job Type: Experienced Hire

Support Account Manager SAM

Job Description
To know and understand the customers environments and anticipate their needs.Build a solid relationship with customers through regular on site visits and gain an insight into their visions and the suitability of McAfee's products in that framework.Supports company's selected Platinum customer base and provides technical assistance post salesBuild or configure system level diagnostics to isolate and correct problems in conjunction with Product SpecialistProvide highest level of Customer service with quick and prompt responses to CustomersProvide solutions or workarounds to Platinum Customers problems with guidance from Product SpecialistBe contactable 24 x 7 for Platinum CustomersEscalate and manage Cases within the timeframes allottedBe accountable and responsible for Customer Satisfaction within located countryRecord and document all issues related to Customers - Internal and ExternalVisit Customers periodically or as requiredManage Technical Relationship with Customers as requiredAct as technical advisor to customers where requiredIdentify Customers technical needs and manage as requiredProactively provide Support to customers by maintaining continued contactMeet Service Levels and response Charters as allottedDrive the McAfee Customer Care portfolio to increase strategic positionEvaluate market opportunities, identify customer needs and value propositionDrive and disseminate marketing and promotional programs to grow revenue from current servicesEstablish and sustain close engagement with sales, service deliveryParticipate in strategic and tactical sales and customer situations as a valued Platinum Support championAssist Sales in Selling support


Experience in relationship or customer management in a technical environment with named or dedicated accounts. Experience in management of technical projects requiring coordination of various resources for successful outcome.Self-starter, independent and quick learner.Strong personal computing skills in major operating systems and servers.Extensive knowledge of TCP/IP Networking, hardware, protocols, LAN configuration, security architectures and LAN/WAN technologies. Strong knowledge of security hardware, software, and management platform with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations.Solid knowledge of the use and configuration of virtual environments such as VMWare.Experience in customer service/customer technical support.Experience in technical support environment with named or dedicated accounts. Ability to multitask and prioritize job requirementsStrong personal and telephone interaction/communication skills at the business professional services levelStrong project management and consultative skillsExcellent English written and verbal communication skillsTertiary education, either University or Technical College, in computer science or a related fieldIT / IT Security certificationsCompTIA Security and/or CISSP Certification preferred Progress towards, or completion of, certifications with Microsoft, Sun, or Linux is desired.

Inside this Business Group

The Intel Sales Organization works globally to solve critical business problems with Intel based technology solutions. Our customers range from the world's largest enterprises and institutions including Fortune 100 companies, Governments to Systems Integrators and Emerging solutions providers. We partner with innovators and makers to enable inventions in Personal Technology, Cloud Services, Internet of Things, Healthcare, Big Data and Wearable's. Our Sales Force works across multiple industries and navigates a complex partner and customer ecosystem as we shape product roadmaps, drive value for our customers, and collaborate to harness emerging technology trends with the delivery of comprehensive solutions.

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