Manager Technical Account Manager

As an Advanced Support Manager you will need to build and maintain long-term relationships with our customers as well as providing guidance to a team of Technical Account Managers. This position requires both management skills to carry out day-2-day supervision of the team as well as strong customer facing skills particular in the telco and large enterprise space when engaging with our customers.

Key Responsibilities:

Provide first level supervision to a team of Technical Account Managers managing workload response resolution and quality

• Monitor and manage support queues and escalate issues as necessary
• Perform case reviews and provide feedback to the team ensuring there is continuous improvement
• Participate in customer conference calls or face to face customer meetings to discuss technical issues and ongoing projects
• Ensure consistent delivery across the Advanced Support team
• Be flexible to work with the Advanced Support Director on higher priority tasks improve productivity by highlighting deficiencies and recommending changes in methods processes and tools.
• Manage customer escalations; follow up with customer satisfaction surveys.
• Highlight serious issues and bugs to engineering and escalation teams for resolution.
• Ensure SLAs are honoured and premium support accounts are managed properly
• Ensure TAMs have the proper training tools and environment according to business needs
• Develop best practices deployment and troubleshooting documentation
• Create technical documentation and bulletins to improve internal and external knowledge base

Skills and Attributes Requirements:

• Energized by making customers happy and successful
• Strong troubleshooting and problem solving skills
• Translator between business technical and sales people
• Excellent organizational analytical and negotiation skills
• Effective communication and customer management skills
• Excellent written and verbal communication skills
• Driven to create success in a hopeless situation through brilliant problem solving communication and relentless persistence
• Able to perform well in the face of tight deadlines and tough technical and organizational challenges
• Steadfast and calm in explosive situations
• Previous call center experience preferably supporting data networking products and/or security products is desirable.
• Previously worked in a technical support position with the telco and large enterprise space.
• Demonstrated leadership skills

Educational and Experience Requirements:

• Minimum of 6-8 years of experience in a high technical support/post-sales role
• At least 2 years experience with direct customer interaction preferably in a supervisory role
• Bachelors degree in Computer Science Software Engineering or related field or an equivalent combination of training and experience is desirable
• Fortinet NSE4 certification or similar
• Business level English and German essential
• Must possess the right to work in Spain

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