The Technical Account Manager (TAM) will be the primary contact point for all technical matters raised by Sophos customers or Partners within the set portfolio.
The TAM will become a trusted advisor and customer advocate to those within this portfolio : learn their environments; deliver expert technical support;
understanding and champion their needs within Sophos and provide guidance to them on their Sophos solutions.
Reporting directly to TAM Services Manager, the TAM will provide technical support of the highest quality and will be expected to maintain a high availability and responsiveness to the TAM portfolio of customers.
The TAM will also be expected to act as a secondary contact point for customers from other TAMs’ portfolios as part of a cohesive team working culture.
The TAM will be expected to have in-depth knowledge of the customer’s environment allowing them to identify and resolve issues with Sophos products more quickly keeping impact to the customer’s business and resource to a minimum.
Be the primary point of contact for customers within the TAM portfolio
The TAM will be the 'named engineer' for their customers. Providing proactive and reactive support on all customer logged incidents
Document and record all activity and communication with customers over telephone and email in the support CRM system, updating cases when necessary in order for progress to be monitored with each customer incident, in line with Service Level Agreements
Own all cases raised by customers within their portfolio, providing situational, account and relationship management to customers
Research incidents by replicating customer’s issues within a test environment
Escalate incidents and collaborate with other departments within Sophos
Create and help maintain customer documentation such as welcome packs, proactive communications, terms and conditions
Proactively produce support communications for customers on recent virus alerts, product releases and new product information
Ensure customers are represented within Sophos to all relevant stakeholders (Sales, Product Management, Development and Sophos Labs)
Provisions must be made for contingency, in case the TAM is unavailable
Adhere to and maintain Sophos Support Services best practices with a view to continuously improve.
Work closely with Enterprise Sales Account Managers assisting with customer site visits to discuss support and strategy
Provide on-site (emergency) technical assistance in critical situations
Partner closely with peers locally and across the globe, building co-operation and co-ordination of teams and functions to ensure a customer-focussed view is taken at all times
Generate reports for regular case reviews, monthly checkpoint reviews and quarterly business reviews.
Analyse and clarify customer queries though troubleshooting and researching existing knowledgebase articles / known issues
Review cases for technical complexity and make recommendations to team members concerning escalations in accordance with departmental Best Practice
Participation in departmental projects
Actively participate in team and departmental meetings by providing feedback on current day-to-day activity and recommendations for improvement
The TAM should aspire to be the 'trusted advisor' for key contacts within the customer organization
Working within a matrix structure, so the post holder will have to work with peers and senior members of the technical support team, providing a conduit between other stakeholders
Reports to TAM Services Manager
Skills & Experience :
Exceptional experience in a customer facing role
Exceptional experience of supporting customers in person or over the phone within an IT environment
Experience in working with and meeting defined levels of service delivery
Presenting to both large and small audiences
Coaching experience within a team
Successful handling of difficult or other management escalated customers
Experience providing technical support to customers at an enterprise level
Experience resolving conflict
Understanding of how organizations use security solutions
An aptitude for building strong cross-functional relationships within large organisations.
Ability to pick up escalated cases and work successfully with the Global Escalation Team until completion of the case.
Exceptional Customer service skills ability to communicate effectively both verbally and written. The ability to handle difficult customers successfully.
Both written and verbally.
Research and Analysis of current and upcoming software releases
Be able to perform needs assessment, elicit customer requirements, and define project deliverables
Exceptional written, verbal and listening skills
Ability to prioritise within a high workload
Ability to delegate workload to team members
Ability to coach and mentor other Engineers
Drive for quality
Authentic Honesty, Genuine, transparent, sincere
Reliability - Attention to detail, tenacious
Velocity operates with energy, direction, speed and quality. Motivational and pro-activeness
Innovate creative, transform
Bachelor’s degree in Customer Service or equivalent work experience
To be able to attend work at short notice (evenings and weekends) in the event of a critical case for an end user.
Full Clean Driving Licence
Technical Account Management experience with high level customers
Experience dealing with enterprise sales processes
Experience of installation, configuration and troubleshooting of Windows Desktop and Server operating systems.
Experience of configuration and troubleshooting general networking.
Experience of installation and configuration of Mac OS, Unix or Netware.
Exceptional Experience with either Gateway or Endpoint specific Sophos software / hardware
Innovation sees and initiates improvements
Reliability accountable to colleagues and customers
Bachelor’s degree in Customer Service and Support or IT experience
CompTIA Security+, Network+, ITIL certifications