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Sr Technical Account Manager

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POST DATE 8/17/2016
END DATE 10/21/2016

Symantec Culver City, CA

Company
Symantec
Job Classification
Full Time
Company Ref #
35639
AJE Ref #
575905424
Location
Culver City, CA
Experience
Entry Level (0 - 2 years)
Job Type
Regular

JOB DESCRIPTION

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Technical Account Manager Job Description

The Technical Account Manager will be the dedicated technical point of contact for OEM, ISP & Retail partners supporting them with any post sales technical issues they may have.

Responsibilities

* Responsible for identifying, re-producing, troubleshooting and resolving Norton product issues.

* Collaborate with other departments (internal and external) to ensure product issues/defects are reported to the correct team in a timely manner and that resolved issues/defects are appropriately fed back to the relevant partner.

* Coordinate communications and facilitate the resolution of Partner accounts technical issues by acting as a general liaison between Support, Product Managers and Product Engineering.

* Work with Product Management, Sales and Support Business Development organizations to develop support plans for relevant new customers and, in general, ensure that Support for OEM/SOS/Retail is well represented.

* Work with content development and product group to develop training material and deliver training in the format of train the trainer to relevant 2nd level partner staff.

* Support the partners by serving as a knowledge source. Work to ensure that 2nd level partner staff has sufficient level of knowledge to guarantee the delivery of high standard support to their customers.

* Work with partners and internal reporting teams to ensure availability of regular reports on partner contacts and contact generators. These reports will enable development and product management teams to prioritize resolution work.

* Work on projects designed to enhance the customer experience and increase the quality and productivity of support in general.

* Work with some supervision, reports frequently to manager and seeks approval for actions impacting operations.

* Willingness and availability to travel is a must.

* Excellent English and well spoken Portuguese/Spanish is needed.

Qualifications and Education:

* Third level educations in information technology or equivalent work experience with industry certifications.

* Self-managed proactive work style is necessary.

* Time Management and ability to work through strict deadlines with strong organizational skills.

* Flexibility and ability to multi-task effectively is a must.

* Must have an acute awareness of international customer needs and be willing to learn about Symantec s needs as a business.

* Proven experience in dealing directly with customers is needed; preferably in a support background.

* Must be an excellent communicator - both written and verbal format - and enjoy dealing with colleagues and customers in a multicultural environment. Must be approachable, customer centered, action oriented, creative/innovative & a good team player.

* Job and training is handled through English but German/Portuguese(Brasilien) language would be extremely beneficial.

* Experience in delivering training to a group of people is an advantage.

* Must have strong troubleshooting skills in combination with technical ability and technical knowledge of desktop operating systems. Follow through is a must.

* Ability to learn on your own.

* Beneficial to have good working knowledge of all Symantec products & systems. Solid knowledge of AntiVirus and Consumer Security products is a big advantage.

* The ideal candidate will be self-motivated adhering to given guidelines and strong attention to detail.

* Proven project management experience is needed.

Success Factors:
Accountability, Action Oriented, Approachability, Dealing with Ambiguity, Customer Centered, Innovation, Interpersonal Savvy, Integrity and Trust, Peer Relationships building, Listening, Patience, Perseverance, Priority Setting, Problem Solving, Time Management, Technical Ability & Learning.

#LI-SG1

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Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.","value":"

Technical Account Manager Job Description

The Technical Account Manager will be the dedicated technical point of contact for OEM, ISP & Retail partners supporting them with any post sales technical issues they may have.

Responsibilities

* Responsible for identifying, re-producing, troubleshooting and resolving Norton product issues.

* Collaborate with other departments (internal and external) to ensure product issues/defects are reported to the correct team in a timely manner and that resolved issues/defects are appropriately fed back to the relevant partner.

* Coordinate communications and facilitate the resolution of Partner accounts technical issues by acting as a general liaison between Support, Product Managers and Product Engineering.

* Work with Product Management, Sales and Support Business Development organizations to develop support plans for relevant new customers and, in general, ensure that Support for OEM/SOS/Retail is well represented.

* Work with content development and product group to develop training material and deliver training in the format of train the trainer to relevant 2nd level partner staff.

* Support the partners by serving as a knowledge source. Work to ensure that 2nd level partner staff has sufficient level of knowledge to guarantee the delivery of high standard support to their customers.

* Work with partners and internal reporting teams to ensure availability of regular reports on partner contacts and contact generators. These reports will enable development and product management teams to prioritize resolution work.

* Work on projects designed to enhance the customer experience and increase the quality and productivity of support in general.

* Work with some supervision, reports frequently to manager and seeks approval for actions impacting operations.

* Willingness and availability to travel is a must.

* Excellent English and well spoken Portuguese/Spanish is needed.

Qualifications and Education:

* Third level educations in information technology or equivalent work experience with industry certifications.

* Self-managed proactive work style is necessary.

* Time Management and ability to work through strict deadlines with strong organizational skills.

* Flexibility and ability to multi-task effectively is a must.

* Must have an acute awareness of international customer needs and be willing to learn about Symantec s needs as a business.

* Proven experience in dealing directly with customers is needed; preferably in a support background.

* Must be an excellent communicator - both written and verbal format - and enjoy dealing with colleagues and customers in a multicultural environment. Must be approachable, customer centered, action oriented, creative/innovative & a good team player.

* Job and training is handled through English but German/Portuguese(Brasilien) language would be extremely beneficial.

* Experience in delivering training to a group of people is an advantage.

* Must have strong troubleshooting skills in combination with technical ability and technical knowledge of desktop operating systems. Follow through is a must.

* Ability to learn on your own.

* Beneficial to have good working knowledge of all Symantec products & systems. Solid knowledge of AntiVirus and Consumer Security products is a big advantage.

* The ideal candidate will be self-motivated adhering to given guidelines and strong attention to detail.

* Proven project management experience is needed.

Success Factors:
Accountability, Action Oriented, Approachability, Dealing with Ambiguity, Customer Centered, Innovation, Interpersonal Savvy, Integrity and Trust, Peer Relationships building, Listening, Patience, Perseverance, Priority Setting,