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Senior Manager, Technical Account Manager

10.00 to 12.00 Years   Bangalore   10 Mar, 2021
Forcepoint LLC
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

The Senior Manager, Technical Account Manager is regionally responsible for designing, developing, implementing and improving customer success for Enterprise and Enhanced Support customers. In addition, they are responsible for the leadership, mentoring and performance of their respective Technical Account Manager (TAM) and Customer Advocate (CA) teams. Essential Functions

  • Works to ensure that customer satisfaction and success is always a priority.
  • Develops and communicates the expectation and acceptable levels of service required by our customers.
  • Ensures all Enterprise an Enhanced Support requests are managed, assigned and completed to agree upon expectations.
  • Cross-functional collaboration with various internal department stakeholders, aimed at establishing consistency in both service and culture. Develops policies and procedures which enhance the customer experience and overall success, utilizing Forcepoint security solutions.
  • Makes recommendations concerning the needs of the department to meet expected growth and long term strategic plans. Create a positive workplace with opportunities for the team.
  • Strong personal drive for quality; ability to train and mentor others in their career.
  • Runs and monitors trend reports to detect problems related to the Enterprise and Enhanced Support services and deliverables.
  • Manages the coordination of the activities for the respective Enterprise and Enhanced Support region with responsibility for results, including customer retention, costs, and methods & staffing.
  • Ensures TAMs and CAs are engaged and driving customer cases requiring the aid of the Engineering teams.
  • Ensures TAMs and CAs are accurately prioritizing and relaying customers needs within Engineering, Product Management, Sales and Technical Support.
  • Serves as the primary escalation point for customer success issues which arise from within the team; directly from customers; or from other Forcepoint functions ( such as; Sales, PM, Eng. etc.). Responsible for defining, communicating and managing the resolution plan. Responsible for collaboration with Delivery Teams to ensure proper resources are engaged as needed or required.
  • Performs other duties and projects as assigned.
To be successful in this role you should have 10 years of combined proven Customer Success Manager & Technical Account Management experience, with at least 4 of those years in a XaaS Enterprise business, preferably for a cyber-security services organization. In addition, you would have demonstrable success in:
  • Managing a diverse portfolio of Enterprise customer accounts with complex needs
  • Guiding clients through pre-post-sale knowledge, onboarding, including orienting the client to Forcepoint s solutions and services in order to drive solution adoption in the customer s organization.
  • Building and maintaining appropriate relationships and trust at all levels with your customer accounts, creating a premium and high-caliber experience
  • Monitoring customer utilization, health-scores and ensuring consistent communication with internal and external customers
  • Bachelor s degree in Computer Science or Information Systems or equivalent experience.
We are mission driven.We are passionate about our mission because our solutions protect businesses, critical infrastructures, and governments around the world.Find out more about Forcepoint s Mission, Vision, and Values at www.Forcepoint.com and follow us on Twitter at ForcepointSec. Find us on social at #forcepoint #forcepointculture #lifeatforcepoint to find out what its really like to work here from the team themselves.*Other dutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Applicants must have the right to work in the location to which you have applied.We are committed to hiring and retaining a diverse workforce, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.,

Keyskills :
enterprise businessaccount managementcustomer retentioncustomer satisfactioncustomer experienceproduct managementsupport servicesbehavioral trainingdesignxaascasslapersonal drivecomputer scienceproject managementcolortrustinformation syst

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