Customer Service Manager

il y a 1 mois

Paris, Île-de-France Trend Micro Temps plein

About the Role:

The Customer Service Manager (TAM) is a key position within Trend Micro's Managed Service premium team, responsible for providing proactive technical support to our customers. As a trusted security advisor, you will work closely with customers to understand their technical and security needs, providing guidance, consultancy, and technical support to ensure their IT estate is secure.

Key Responsibilities:

  • Provide proactive regular health checks and share threat intelligence reports with customers
  • Build strong relationships with customers and act as their advocate within Trend Micro
  • Onboard new customers to Trend platforms, including Vision One
  • Provide technical support and problem resolution to customers during onboarding and implementation projects
  • Supply customers with technical updates, monthly/quarterly case reviews, and threat assessment/advisories for proactive risk protection
  • Educate customers on product and threat, and provide notifications on enhancements/bug-fixes
  • Escalate, manage, and progress technical support cases where appropriate
  • Work closely with account managers to identify expansion opportunities and risk
  • Present to all levels of a customer organisation, up to C-level, and run POCs on Trend Micro solutions and products

Requirements:

  • 3+ years experience in post-sales technical support, technical account management, or a related field
  • Practical knowledge of Linux, Windows, and networking
  • Good interpersonal skills and customer service orientation
  • Good problem-solving skills with a strong attention to detail
  • Comfortable working in a fast-paced, high-pressure environment under minimal supervision
  • Resourceful, self-managed, energetic, friendly, and excellent communication skills
  • Strong documentation and process methodology skills
  • Technical Certification in IT, Networking, and Security an advantage
  • Fluency in written and spoken English and French

About Trend Micro:

Trend Micro is a global cybersecurity leader, helping make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, our cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints. We are a leader in cloud and enterprise cybersecurity, delivering a powerful range of advanced threat defense techniques optimized for environments like AWS, Microsoft, and Google, and central visibility for better, faster detection and response.

Why Join Us:

At Trend Micro, we embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. We like to have fun while taking our culture seriously. We are an equal opportunity employer and are committed to this regardless of race, colour, religion, sex, nationality, age, citizenship, sexual orientation, marital status, gender identity, or veteran status.

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