Customer Service Manager
hace 5 meses
Discover Trend
Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, Trend Micro's cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints.
As a leader in cloud and enterprise cybersecurity, the platform delivers 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.
With 7,000 employees across 65 countries, Trend Micro enables organizations to simplify and secure their connected world.
The Role:
Are you passionate about technology? Do you have a consultative mindset? Do you like being a trusted security advisor for our customers?
If so, the Customer Service Manager (TAM) is a great opportunity for you. With the threat landscape constantly evolving, you will get the opportunity to act as a security expert in the areas of threats, security products, and customer domains.
As a Trend Micro Customer Service Manager, you are making sure that your customers get the best support to secure their IT estate.
Overview:
The Customer Service Manager (TAM) is responsible for proactive technical support for Trend Micro's Managed Service premium customers, managing the customers' accounts for their technical and security needs.
Key Responsibilities:
Passionate about customer success, providing proactive regular health checks, sharing threat intelligence reports and sharing best practices.
Build a strong relationship with our customers.
Onboard new customers to Trend platforms, including Vision One.
Be a customer advocate, representing the customers' needs internally.
Provide guidance, consultancy, technical support, and problem resolution to key customers/channel partners during onboarding and implementation projects.
Provide account management by proactively supplying customers with technical updates, monthly/quarterly case reviews, threat assessments/advisories for proactive risk protection, training customers on products & threats, providing notifications on enhancements/bug-fixes.
Escalate, manage and progress technical support cases where appropriate.
Work closely with account managers to identify expansion opportunities and risks.
Present to all levels of a customer organization right up to C-level and ability to run POC on Trend Micro solutions and products.
Contribute to customer support improvement initiatives and projects.
Our Ideal Candidate:
We are looking for a candidate with drive, enthusiasm, a strong work ethic, and a desire to learn and develop their career within cybersecurity
Ideally with 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 Spanish. Also having Portuguese or Catalan preferred.
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