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