Technical Account Manager

1 semana atrás

São Paulo, São Paulo, Brasil Fortinet Tempo inteiro
Job Title: Technical Account Manager

As a Technical Account Manager at Fortinet, you will play a critical role in building and maintaining long-term relationships with our customers. You will provide guidance to a team of Technical Account Managers and Advanced Support Engineers, ensuring they have the necessary tools and environment to succeed.

This position requires strong management skills to supervise the team, as well as excellent customer-facing skills, particularly in the telco and large enterprise space. You will be responsible for operational excellence, utilizing tools such as the Ops dashboard to stay ahead of performance and KPI measurements.

Key Responsibilities:
  • Provide first-level supervision to a team of Technical Account Managers and Advanced Support Engineers, managing workload, response, resolution, and quality.
  • Assist with the recruitment process, conducting interviews and ensuring new hires are onboarded successfully.
  • Monitor and manage support queues, escalating issues as necessary.
  • Responsible for operational excellence, utilizing tools available to stay ahead of performance and KPI measurements.
  • Perform case reviews and provide feedback to the team, ensuring continuous improvement.
  • Responsible for onboarding new customers, explaining the service purchased, and continually driving value through service points consumption.
  • Be flexible to work with the Sr. Manager, Advanced Support on higher-priority tasks.
  • Manage customer escalations, follow up with customer satisfaction surveys.
  • Highlight serious issues and bugs to engineering and escalation teams for resolution.
  • Ensure TAMs and ASEs have the proper training, tools, and environment according to business needs.
Skills and Attributes Requirements:
  • Energized by making customers happy and successful.
  • 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.
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.
  • Bachelor's degree in Computer Science, Software Engineering, or related field, or an equivalent combination of training and experience.

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