Manager - Technical Account Manager

As an Advanced Support Manager you will need to build and maintain long-term relationships with our customers, as well as providing guidance to a team of Technical Account Managers. This position requires both management skills to carry out day-2-day supervision of the team, as well as strong customer facing skills particular in the telco and large enterprise space when engaging with our customers. 

Key Responsibilities: 

 Provide first level supervision to a team of Technical Account Managers managing workload, response, resolution and quality 

• Monitor and manage support queues and escalate issues as necessary  
• Perform case reviews and provide feedback to the team ensuring there is continuous improvement 
• Participate in customer conference calls or face to face customer meetings to discuss technical issues and ongoing projects 
• Ensure consistent delivery across the Advanced Support team 
• Be flexible to work with the Advanced Support Director on higher priority tasks, improve productivity by highlighting deficiencies and recommending changes in methods, processes and tools.
• Manage customer escalations; follow up with customer satisfaction surveys. 
• Highlight serious issues and bugs to engineering and escalation teams for resolution.
• Ensure SLA´s are honoured and premium support accounts are managed properly  
• Ensure TAMs have the proper training, tools and environment according to business needs  
• Develop best practices deployment and troubleshooting documentation 
• Create technical documentation and bulletins to improve internal and external knowledge base 

 Skills and Attributes Requirements: 

• Energized by making customers happy and successful
• Strong troubleshooting and problem solving skills 
• Translator between business, technical, and sales people
• Excellent organizational, analytical and negotiation skills  
• Effective communication and customer management skills 
• Excellent written and verbal communication skills 
• Driven to create success in a hopeless situation, through brilliant problem solving, communication, and relentless persistence  
• Able to perform well in the face of tight deadlines and tough technical and organizational challenges  
• Steadfast and calm in explosive situations 
• Previous call center experience, preferably supporting data networking products and/or security products is desirable.  
• Previously worked in a technical support position with the telco and large enterprise space. 
• Demonstrated leadership skills 

 Educational and Experience Requirements: 

• Minimum of 6-8 years of experience in a high technical support/post-sales role 
• At least 2+ years’ experience with direct customer interaction, preferably in a supervisory role 
• Bachelor’s degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable 
• Fortinet NSE4 certification or similar
• Business level English and German essential
• Must possess the right to work in Spain 

#LI-NC1