Technical Account Manager - Cybersecurity
Security On-Demand
In this role, I focused on the Customer Success to ensure my customers got the very best value from the services. This includes helping them use our services the best they can, achieve their personal career goals, meet compliance requirements and find threats fast. I was responsible for understanding their specific requirements, driving adoption, supporting them with issues, and forging deep relations between our two businesses.RESPONSIBILITIES- Serving as the customer’s main point of contact for accounts assigned.- Owning and building trusting relationships with customers after services have been sold.- Assist customers with technical calls and emails related to firewall, IPS, routers, switches, UDP, TCP communications, IPv4 and IPv6 addressing- Assure timely and effective communications with customers on all issues- Assuring services are fully provisioned, devices documented, customer information is continually updated.- Conducting service and product training.- Responding to Service Updates sent to the customers.- Preparing and delivering Customer Service Reviews.- Taking ownership of customer requests, troubleshooting issues and partnering with the appropriate teams to resolve issues.- Partner with customers’ Security and IT teams to implement customer use-cases.- Write documentation, knowledge base articles, and tutorials to improve the customer experience of Security On-Demand services.- Contribute to the enhancement of our provisioning and operation policies and procedures.- Develop a Masters level understanding of services.- Manage customer relationships to proactively gather input from customers to their satisfaction levels leading to positive customer referrals; or, identifying and addressing improvements required to assure customer satisfaction.- Consistently promotes positivity, helpfulness, and resourcefulness with customers having the goal of exceeding expectations.
