Customer Service Director

il y a 3 semaines


Paris, Île-de-France Trend Micro Temps plein

About This Role

Trend Micro is searching for a Customer Service Manager (TAM) with a passion for technology and a consultative mindset to join our team. In this role, you will act as a trusted security advisor for our customers, providing proactive technical support and managing their accounts for their technical and security needs.

Key Responsibilities

  1. To provide exceptional customer service and support, sharing threat intelligence reports and best practices with customers.
  2. To build strong relationships with customers, onboard new customers to Trend platforms, and advocate for their needs internally.
  3. To provide guidance, consultancy, technical support, and problem resolution to key customers/channel partners during onboarding and implementation projects.
  4. To proactively supply customers with technical updates, monthly/quarterly case reviews, threat assessments/advisories for proactive risk protection, and provide training on product & threat.
  5. To escalate, manage, and progress technical support cases where appropriate and work closely with account managers to identify expansion opportunities and risk.
  6. To present to all levels of a customer organisation right up to C-level and run POC on Trend Micro solutions and products.
  7. To contribute to customer support improvement initiatives and projects.

Requirements

  • Drive, enthusiasm, and a strong work ethic with a desire to learn and develop their career within cyber security.
  • 3+ years of 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 oriented.
  • Good problem-solving skills with a strong attention to detail.
  • Comfortable working in a fast-paced, high-pressure environment under minimal supervision to provide detailed technical knowledge of Trend Micro software products.
  • Be resourceful, self-managed, energetic, friendly, and have excellent communication skills.
  • Strong in documentation and process methodology.
  • Technical Certification in IT, Networking, and Security will be an advantage.
  • Fluency in written and spoken English and French.


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