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Job ID: JR0010278
Job Category: Sales
Primary Location: Aylesbury, UK
Other Locations:
Job Type: Experienced Hire

Support Account Manager

Job Description

Please note that fluent Russian is a must for this role 

Support Account Manager(SAM)  is a dedicated support contact for Enterprise level Custom ers. The SAM manages customers' technical support requests through collaboration with Product Specialists, Tier III, Development and Support Management. 

In this job you will be required to:

  • Assist in maintaining efficient and effective communication between our customers and the Product Specialists
  • Manage customers' technical support requests to ensure efficient resolution of issues by collaborating with Product Specialists, Tier III, Development and Support Management
  • Be responsible for the customer's satisfaction with our support offerings with an emphasis on issue resolution and continued product usage
  • Serve as an advocate on behalf of customers for issues requiring code fixes, patches or feature requests
  • Maintain efficient and effective communication between customers and the Product Specialist
  • Be responsible for all proactive communications regarding product and program information, support ability issues, and strategic product plans
  • Make on site visits to Platinum Customers as defined in the Platinum Handbook
  • Provide Platinum Support customers with monthly/quarterly Executive Summaries and host a conference call for the customer and McAfee virtual team to discuss past or current support issues
  • Ensure compliance with Service Level Agreements as contractually documented for both Platinum and Gold Select Customers 
  • Build and maintain relationships with other McAfee groups such as Sales, Solution Services and Sales Engineering to facilitate customer business                intelligence such as opportunities or areas for improvement


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