Подходяща за бежанци The Technical Account Manager (TAM) manages the Premium Support
relationship and ensures that Skyhigh Security is and continues to
be considered a key technology partner within the account. TAM will
be assigned to key accounts and will become the single point of
contact for all post sales technical issues. This position requires
someone who enjoys interacting with customers, and cross functional
teams to drive customer issues to resolution.
TAM will work closely with the Field Sales Team/PS Team to ensure
that all Skyhigh Security products and services are deployed in a
manageable and supportable way, and the customer gets the most out
of their investment for the life of the contract. TAM will be
assisting Skyhigh Security customers to resolve their technical
issues in timely manner.
As the Skyhigh Security platform integrates with many aspects of
the Internet and customer infrastructure, a thorough understanding
of Internet and Networking protocols is required.
- Interact with the assigned Skyhigh Security customers assigned
via phone/email and provide the highest level of urgency to resolve
their technical issues in timely manner.
- Evaluate the scope for timely escalation and ensure that critical
problems are addressed as per the priority.
- Work closely with support engineers and escalation team as and
when required.
- Should be able to provide deployment advisory and best
practices.
- Proactively monitors customer deployments and drive communication
as needed.
- Proactively update customers about cloud updates, upgrade and
ensure necessary action to maintain availability and customer
satisfaction.
- Run regular service status meetings and case reviews.
- Provide on-site and virtual product training to Premium Support
customers as per requirement
- Debugging system level problems in a multi-vendor, multi-protocol
network environment with high- level technical expertise on complex
issues.
- Document all technical issues, analysis and communication with
the customer and ensure that the documentation is crystal clear
with action items, CTAs etc
