NetWitness - Advisor Technical Account Manager AMER - RSA

NetWitness - Advisor, Technical Account Manager (AMER)

As one of the most established cybersecurity companies in the world, we at NetWitness are hard at work every day helping our customers and partners better protect their organizations from cyberattacks. Our products and incident response services are used within most large enterprises, governments and militaries for incident response and threat hunting. Our Sales Professionals, Sales Engineers and Professional Services Consultants design and deliver solutions for potential and existing customers to enable better visibility, insight and action to prevent and defend against attacks. NetWitness provides the unique ability to provide one single platform with a unified view across all attack surfaces including Network, Logs/SIEM, Endpoint and IoT combined with our AI-based User and Entity Behavioral Analysis (UEBA) and Security, Orchestration, Automation & Response (SOAR) capabilities.

Technical Account Manager responsibilities include the management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, customer management, dispute and technical resolution management and communications at various levels during services engagements from tactical to strategic (Account Management Strategies).

Principal Responsibilities:

• Ensures contractual service support requirements are understood and managed.
• Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.
• Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
• Compiles, analyzes, and presents operational, statistical data and trends relating to service level compliance and operational effectiveness.
• Acts as point of escalation to resolve customer issues or concerns.
• Administers and manages the configuration of process related tools, reporting tools, and associated technologies.
• Provides point of contact for process related questions or issues and facilitates process related meetings.

• Develop and lead monthly business reviews to Sr. level customers via teleconference.
• Leads continuous improvement activities in support of customer or internal business processes.
• Manage multiple work streams and tasks daily, prioritizing and aligning to customer needs.
• May provide supervision and guidance to new or less experienced account service analysts.

Skills:

• Possesses operational command of the business.
• Ability to work effectively with senior management.
• Customer focused.
• Organizational skills; presentation skills.
• Conflict resolution skills; cross Functional skill.
• Ability to influence and collaborate with others to achieve results.
• Excellent writing and communication skills and ability to clearly express complex ideas and concepts.
• Knowledge of technical communication best practices.
• Strong problem-solving, organizational and project leadership skills.
• Bachelors in IT, Communications or Computer Science.
• Good knowledge of Linux, network & security concepts (is a plus).
• Typically requires 5+ years of related experience in a professional role
• Ability to work on AMER Time zone working hours.

RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law.

If you need a reasonable accommodation during the application process, please contact the RSA Talent Acquisition Team at . RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.