Job Description

Job Title: Support Account Manager (SAM)

General Description The SAM is an assigned support management resource focused on driving the success of McAfee products and support services provided to multiple enterprise customers.

The SAM will foster strong relationships between McAfee teams and the enterprise customer. The SAM will provide current and customer-relevant technical information and documented best practices advice to drive successful outcomes with product lifecycle planning, deployment, administration, and support of McAfee products across the enterprise.


Principal Duties and Responsibilities

Serve as a customer advocate and support management coordination point for McAfee enterprise support

Provide 7x24x365 standby availability for response and management coordination of critical enterprise issues (in coordination with other McAfee team members for time off)

Foster strong relationships between McAfee teams and the enterprise customer via regular onsite visits (2 per customer per year)

Provide advice and recommendations, based upon McAfee documented technical information and best practices for effective lifecycle planning, deployment, administration and support of McAfee products across the enterprise

Maintain detailed awareness of McAfee product solutions in the customer environment through periodic reviews

Provide proactive and customer-relevant communications on malware, vulnerabilities, McAfee product technical information, and strategic product plans

Deliver periodic issue status reviews and Executive Summary Reports outlining McAfee technical support activities, achievement of success against agreed benchmarks, and other relevant information to inform enterprise customer management

Maintain a high level technical awareness and competency regarding the planning and administration of McAfee products in line with security industry practices

Works with Sales team to identify opportunities for growth in the client environment

Qualifications

Experience /Skill Sets Required
Minimum five years applicable experience, of those three years must be experience in relationship or customer management in a technical environment with named or dedicated accounts Experience in management of technical projects requiring coordination of various resources for successful outcome High-level management knowledge of data security hardware, software, networking, and management platforms with an understanding and emphasis on deployment planning, troubleshooting, upgrading, integration, and maintenance of client/server operations Excellent communications skills - written, verbal, and presentation


Other: Bachelors Degree or equivalent in related field Comp TIA Security+ or CISSP certifications preferred German and English fluency required; Additional languages a plus Depending on customer assignment a security clearance may be required for this position