Senior Technical Account Manager

We are seeking a highly skilled and experienced Senior Technical Account Manager to join our team. As a Senior Technical Account Manager, you will be responsible for building and maintaining strong relationships with our corporate customers at the technical level.

Your primary objective will be to increase customer satisfaction and loyalty by providing exceptional technical support, guidance, and consultation to ensure our products meet their business requirements.

• Provide expert technical support to customers under various support contracts, ensuring prompt resolution of issues and high levels of customer satisfaction;
• Develop and maintain good working relationships with assigned accounts, ensuring their needs are met through regular communication and proactive issue escalation;
• Accountable for the renewal of contracts and growth of new customers together with the sales team;
• Take initiative on continuous learning and professional development to enhance technical skills and certifications relevant to Kaspersky products;
• Apply analytical techniques and procedures to diagnose product and system issues, determine optimal system configurations, and provide recommendations for improved software settings and hardware upgrades;
• Resolve, manage, escalate, and drive satisfactory resolution of customers' technical support issues based on Kaspersky products and technologies;
• Communicate progress regularly to stakeholders in the customer/partner organizations for normal and escalated technical issues;
• Understand customer business requirements to recommend effective solutions, including improved software settings, tasks, or policies, or hardware upgrades for optimal operation of Kaspersky applications;
• Comply with prescribed technical support workflows and processes;
• Contribute proactively to the enrichment of our Knowledge Base;
• Deliver Kaspersky Professional Services for Kaspersky Solutions to B2B clients (including implementation, training, configuration, migration, health checks, project management);
• Deliver consultative-based knowledge transfer and documentation to Kaspersky's clients;
• Monthly reporting to MSA Client and management;
• Own customer/partner support escalations, driving issue resolution using established processes and procedures in a timely manner.

This role requires a unique blend of technical expertise, business acumen, and excellent communication skills, focusing on key areas including:

• Acting as a trusted business partner, not just a technical contact;
• Driving customer satisfaction, retention, and growth;
• Building and executing account success plans;
• Supporting expansion opportunities in collaboration with Sales and channel partners;
• Leading executive-level engagement with customers;

Required Communication Skills:

• English verbal communication skills at the professional level;
• Written English communication skills at the professional level;
• Ability to engage effectively with clients at the senior technical and middle management levels;
• Strong interpersonal and negotiation skills;

Required Technical Skills:

Advanced:

• Microsoft OS (Server 2019+ and Windows 10+), MS Certified is an advantage;
• Virtualization environments (VMware EXSi, Hyper-V);
• Troubleshooting skills including the ability to analyze logs, traces, and dump files (Wireshark, Windows Logs, Windows Performance);

Intermediate:

• MS SQL and MS Exchange;
• Web and Messaging Systems;

Optional:

• Kaspersky product certifications;
• CompTIA CASP+;

Education / Technical Certifications:

• Completed degree (BS) in Information Technology, Computer Science or equivalent;
• 7+ years of experience in IT industry; 4+ years of experience in IT security;
• MCP or equivalent : Windows Server 2019+ and Windows 10+;
• VMware EXSi;

Other Required Skills:

• Positive attitude in taking ownership for issue resolution, root cause analysis, and remediation;
• Analytical Troubleshooting Skills;
• Ability to articulate issues clearly, communicate next steps with confidence;
• Sound decision making and critical thinking skills;
• Good time management, organization, and prioritization skills;

Recruitment Process:

1) CV Screening

2) Introductory call with Recruiter

3) Interview with team members

4) Final interview with Team Lead

5) Offer Stage