Support Account Manager Resume Samples
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Support Account Manager Resume Samples
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DP
D Paucek
Deion
Paucek
960 Crooks Trafficway
San Francisco
CA
+1 (555) 885 2047
960 Crooks Trafficway
San Francisco
CA
Phone
p
+1 (555) 885 2047
Experience
Experience
Detroit, MI
Support Account Manager
Detroit, MI
Stroman-Collier
Detroit, MI
Support Account Manager
- Works with customers to establish critical goals, and other key performance indicators and leads the customer in achieving their goals
- Proactively works to identify, anticipate and/or develop upsell opportunities by foreseeing possible workflow enhancements and issues
- Establishes and maintains working relationships with customer, regular staff meetings, definition and management of expectations and goals
- Provide solutions or workarounds to Enterprise Support Customers problems with guidance from Product Specialists
- Supports company’s selected Enterprise Support customer base and provides technical assistance post sales
- Working knowledge or ITIL incident, problem and release management process and procedures
- Collaborate with the TAM to provide sufficient background and guidance prior to any onsite work to ensure adequate ROI for the customer
Detroit, MI
Technical Support Account Manager
Detroit, MI
Koss and Sons
Detroit, MI
Technical Support Account Manager
- Working hands on with customer technical resources to mitigate and debug hosting issues
- Writing design specifications, change request documents and implementing customer configurations
- Accurately documents and specifies information in the tracking system during the entire track life cycle
- Providing detailed reporting and reviews of service disruptions, metrics, and SLA adherence
- Collaborating on technical issues with SAS Managed Services teams to drive issue resolution and escalation including root cause analysis and corrective action
- Resolves and/or coordinates the resolution of technical issues utilizing resources from multiple departments/divisions
- Functioning as a front-line Managed Services technical resource for best practices, standards and preventative maintenance
present
San Francisco, CA
Lead Enterprise Support Account Manager
San Francisco, CA
O'Hara, Oberbrunner and Mills
present
San Francisco, CA
Lead Enterprise Support Account Manager
present
- It is the primary responsibility of the ESAM to manage the coordinated delivery of support for Citrix’s small, medium and large enterprise accounts
- Acts as the customer’s advocate and single point of contact within Citrix, leveraging peers in support, engineering, consulting and education to address customer issues
- Develops a culture of continuous improvement within each account
- Designs and implements standard processes and procedures to measure the ongoing health of customer relationships while driving continuous and improved business value
- Develops and executes the delivery of Success Plans, KPI’s and Performance Scorecards for key customers
- Designs, deploys and provides recommendations to optimize tools that support customer onboarding, self-service, early warning identification and customer deployment success
- Identifies and leverages customer best practices in the deployment and ongoing support of Citrix solutions and services
Education
Education
Bachelor’s Degree in Character
Bachelor’s Degree in Character
University of Memphis
Bachelor’s Degree in Character
Skills
Skills
- Facilitate weekly summary status reports; quarterly services reviews and detailed review of root cause analysis findings when applicable
- Demonstrated ability to build and maintain strong relationships with enterprise customers and the extended sales team even under difficult circumstances
- Strong communicator and able to build relationship at all levels, takes initiative
- Demonstrated ability to build and maintain strong customer relationships
- Strong communicator and able to build relationships at all levels, takes initiative
- Demonstrated ability to build and maintain strong relationships with enterprise customers
- Able to step into ambiguous situations determine how to creatively deliver with measured customer success
- Able to manage multiple projects at a time, setting the right priorities
- Knowledge and experience of AEC industry
- Strong business acumen
15 Support Account Manager resume templates
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1
Institutional Client Support Account Manager Resume Examples & Samples
- Trade Booking
- Confirmation Issuance
- Exception Management
- Settlement Exception Management and Resolution
- Service Level Agreement (SLA) management and metrics
- Project Management
- Risk Management
- Metrics Analysis and Metrics Management
- Root Cause Analysis
2
Support Account Manager Resume Examples & Samples
- Responsibility
- The types of tasks this individual is responsible are a mix of structured and unstructured tasks. This individual will apply attained experiences and knowledge in solving routine to moderately complex problems
- This individual interacts primarily with Staff to Director level employees within the function, and the technical team on assigned projects. There may be communication with employees in other functions as required
- General direction is provided on routine work, and detailed direction is provided on new projects and assignments; as well as on-going review of activities and priorities
- The ideal candidate will be an important contributor or lead on team projects
- Minimum of 8 years of relevant experience is required. Prior experience as a Technical Support Engineer, Escalations Engineer, Technical Account Manager, and/or a Project Manager is desired
- A Bachelor of Science Degree in Computer Science, Electrical Engineering, or related field is required
- NACP Certification is required
- One or more industry certifications, such as MCSE, CCNA/CCNP/CCIE, OCA/OCP/OCM, Sun Solaris, IMB AIX, Brocade, Veritas, etc., is desired
3
Support Account Manager Resume Examples & Samples
- Ensures that his/her customers are utilizing and realizing the benefits of their premium support offering
- Identifies program improvement opportunities that yield an increase in efficiency, e.g., training, and recommendations that may be useful to the customers (system or product upgrades), patches, etc
- Serves as a conduit between the customer and Autodesk by facilitating meetings with key executives to ensure a healthy relationship and preventing unforeseen problems or events
- Communicate progress internally, and collaborate with a wide variety of internal teams and stakeholders including sales, support, consulting, and executives
- Audits the emotional health of the relationship by ensuring quarterly feedback is obtained through survey or 3rd party feedback mechanisms
- Facilitates regular Business Reviews to obtain a more detailed and longer view (trending) of issues, to provide the customer a venue to discuss long-term business strategies, and for Autodesk to gain a better understanding of customer business needs. When possible, identify and share potential revenue opportunities with sales leaders
- Serves as the enterprise customer’s primary point of contact for escalations on support issues and ensures issues are addressed within established service levels
- Ensures all enterprise support offering components are implemented with quality and excellence
- Establishes and maintains working relationships with customer, includes on-site visits, regular staff meetings, definition and management of expectations and goals
- Actively influences direction, standards, policies of enterprise support offering to ensure satisfaction and loyalty of enterprise customers
- Influence and Relationship Management
4
Premier Support Account Manager Resume Examples & Samples
- Act as primary point of contact for VMware’s most strategic and critical customers to ensure excellence in service delivery
- Manage all customer inquiries and issues pertaining to software support
- Coordinate efforts across internal business units including support delivery, engineering, professional services and management to ensure customer deliverables are attained
- Work to set customer expectations, balancing the needs of both internal and external stakeholders
- Work with Escalation Management to drive escalations with Continuing Product Development (CPD) to ensure visibility, traction and ultimate closure
- Provide regular and recurring status updates on all outstanding technical issues
- Will develop business relationships with the customer’s technical and management staff, and will support the customer by gaining first-hand knowledge of their system, configuration and business needs
- Leverage this familiarity to accelerate response time to requests and ensure solutions are tailored to meet customer expectations
- Core VMware Technologies
- Performance and Architecture Troubleshooting
- Recommended 5+ years of Technical Support Industry experience
- Foundation level knowledge in VMware ESX and Virtual Center products
- VCAP-DCA or VCAP-DCD strongly preferred (Or currently pursuing and ability to attain within 3 months)
- Comprehensive knowledge in more than 3 of the following technologies
5
Support Account Manager Resume Examples & Samples
- Impeccable relationship skills with both customers and internal staff,
- If you can identify sales opportunities,
- If you can create win/win environments for all parties that you work with,
- If you can work with global teams,
- Responsible for the delivery of Enterprise Priority contracts into assigned enterprise level customers, which includes, ensuring customers are utilizing and realizing the benefits and value of their Premium Support investment, increasing their adoption, ensuring retention, and satisfaction
- Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services
- Serves as the customers single point of contact for highest severity issues; may play a problem management role in high profile or complex situations, monitors service level compliance by support organization
- Able to accurately anticipate EP customer needs, develop proposed solutions, and communicate and build consensus amongst customers and internal business units and stakeholders
- Understand current and planned new business processes, objectives and strategies and their requirements for services, products, or solutions
- Able to manage multiple projects at a time, setting the right priorities
- Able to Deal with Ambiguity and Problem Solve
- Understand cultural aspects of the business, can relate between global strategy and local business requirements
6
Support Account Manager Resume Examples & Samples
- Responsible for the delivery of Enterprise Priority Support contracts into assigned enterprise level customers, which includes, ensuring customers are utilizing and realizing the benefits and value of their Premium Support investment, increasing their satisfaction, adoption, and ensuring retention
- Partner with the technical team that delivers technical resolutions – work with designated Support Specialist
- Able to deal with ambiguity and problem solve
7
Support Account Manager Resume Examples & Samples
- Worldwide responsibility for up to five key accounts
- Ensures customers are utilizing and realizing the benefits and value of their Premium Support investment
- Establishes and maintains working relationships with customer, includes on-site visits, regular staff meetings, definition and management of delivery plan and goals, both shared with customer and internal
- Serves as customer single point of contact for highest severity issues; may play a problem management role in high profile or complex situations, monitors service level compliance by support organization
- Acts as customer advocate within Autodesk; facilitates meetings with key stakeholders to progress customer issues
- Knowledge and experience of automotive design process
- Able to anticipate customer needs, develop proposed solutions, and build consensus amongst customers and internal business units and stakeholders
- Ability to manage complex relationships
- Able to manage several projects at a time, setting the right priorities
8
Support Account Manager Resume Examples & Samples
- Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer facing environment
- Frequent visits to the customer’s domestic sites as required
- Minimum of 8 years of relevant experience is required. Prior experience as a Support Account Manager, Service Account Manager, Escalations Engineer, Technical Account Manager, Support Engineer, Escalation Manager and/or a Project Manager is desired
9
Client Support Account Manager Resume Examples & Samples
- Develop and maintain favorable relationships with magazine clients groups through superior customer service
- Analytical and negotiating skills as demonstrated through previous work experience
- Ability to understand and interpret business requirements from clients and communicate those requirements internally
- Demonstrated ability to successfully facilitate projects through a team environment
10
Support Account Manager Resume Examples & Samples
- Worldwide responsibility for up to eight key accounts
- Ensures customers are utilizing and realizing the benefits and value of their Enterprise Priority Support investment
- Knowledge and experience of AEC industry
11
Securities Client Support Account Manager Resume Examples & Samples
- Confirmation process exception monitoring and resolutions for IB clients
- Sub account opening process handling
- Proactively manage client activities via monitoring of day to day middle office activities
- Handle, follow up and resolve client queries on operations related issues
- Understand client preferences, ensure they are followed, and partner with Client Relationship Managers to ensure a consistent message is given to the client
- Perform root cause analysis on front to back processes and drive improvements
- Involve in varies change initiatives to enhance client efficiencies
- Maintain relationships with internal partners
12
Customer Support & Account Manager Resume Examples & Samples
- Answering all enquiries and queries from customer over the telephone
- Delivery of online training to clients
- Account Management and building relationships with customers
- Provide hands on support to customers via help desk
- Liaise with the sales team to ensure all warm leads are followed up
13
Senior Support Account Manager Resume Examples & Samples
- 12+ years of relevant experience required. Prior experience in a Support role preferred
- NCDA certification strongly preferred
- A Bachelor of Science Degree in Computer Science, Electrical Engineering, or related field experience is required
14
Support Account Manager Resume Examples & Samples
- Manage customers' technical support requests to ensure efficient resolution of issues by collaborating with Product Specialists, Tier III, Development and Support Manageme
- Principally responsible for the customer's satisfaction with our support offerings with an emphasis on issue resolution and continued product usage
- Serve as an advocate on behalf of customers for issues requiring code fixes, patches or feature requests. Follow all documented processes to ensure visibility of the customer's issue or request within the organization
- Maintain efficient and effective communication between customers and the Product Specialists. Responsible for all proactive communications regarding product and program information, support ability issues, and strategic product plans
- Make on site visits to Enterprise Customers as defined in the Enterprise Handbook. These visits should be forecasted and planned in advance utilizing the Customer Site Visit Manager website
- Performs on site Protection Analysis for the customer and makes recommendations as to improvements for efficiency and supportability
15
Support Account Manager Resume Examples & Samples
- Strong personal computing skills in Windows 2000/XP and Windows Server 2003
- Extensive knowledge of TCP/IP Networking, hardware, protocols, LAN configuration, security architectures and LAN/WAN technologies
- Strong knowledge of security hardware, software, and management platform with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations
- Solid knowledge of the use and configuration of virtual environments such as VMWare
- Experience in technical support environment with named or dedicated accounts
- Strong technical troubleshooting skills
- Ability to multitask and prioritize job requirements
- Strong personal and telephone interaction/communication skills at the business professional services level
- Strong project management and consultative skills
- Excellent English written and verbal communication skills
- Tertiary education, either University or Technical college, in computer science or a related field
- IT / IT Security certifications, CompTIA Security and/or CISSP Certification preferred
- Progress towards, or completion of, certifications with Microsoft, Sun, or Linux is desired
- Strong knowledge of the McAfee Security product line
- Experience supporting McAfee products and advanced or emerging security technologies strongly preferred
16
Support Account Manager Resume Examples & Samples
- Expertise with implementing SF.com workflows for support/CS use. Key KPI’s, automation to tie to external support web site
- Expertise in Knowledge Management practices. Understand KB as a crucial component of support delivery
- Customer management skills are a must. Must have prior experience with major account management for North America based accounts
- 4-5 years of account management experience (either pre- or post-sales)
- Extensive hand-on knowledge of technical support systems and procedures
- Experience in implementing/ supporting wireless and or core network solutions
- Experience in the high-tech networking. Wireless a plus
- Committed desire to provide customer satisfaction
- In-depth understanding of enterprise and carrier networks and infrastructure
17
Support Account Manager Resume Examples & Samples
- 5+ years of Enterprise software support experience (preferably security software), or 3+ years of technical leadership experience
- Clear and professional communication skills - you write well and speak eloquently
- Business/technical problem solving and negotiation skills
- Ability to interface professionally and credibly with a variety of individuals across IT and business functions, industries, and companies
- You are motivated and driven, with a high level of self-initiative. You can be successful managing yourself and volunteer for new challenges without being asked
18
Enterprise Support Account Manager Resume Examples & Samples
- Bachelor of Science in Computer Information Systems, Computer Science or similar degree or equivalent experience with advanced industry certifications
- Enjoyment of troubleshooting networking products with, ideally, 9+ years of hands-on relevant experience
- A love and high level of skill in Virtualization with exposure to XenApp, XenDesktop, XenServer or other relevant server and application virtualization products
- Possess Citrix certifications or industry equivalent certification
- Able to travel as required (20%)
19
Support Account Manager Resume Examples & Samples
- Assist in maintaining efficient and effective communication between our customers and the Product Specialists
- Manage customers' technical support requests to ensure efficient resolution of issues by collaborating with Product Specialists, Tier III, Development and Support Management
- Be responsible for the customer's satisfaction with our support offerings with an emphasis on issue resolution and continued product usage
- Serve as an advocate on behalf of customers for issues requiring code fixes, patches or feature requests
- Maintain efficient and effective communication between customers and the Product Specialist
- Be responsible for all proactive communications regarding product and program information, support ability issues, and strategic product plans
- Make on site visits to Platinum Customers as defined in the Platinum Handbook
- Provide Platinum Support customers with monthly/quarterly Executive Summaries and host a conference call for the customer and McAfee virtual team to discuss past or current support issues
- Ensure compliance with Service Level Agreements as contractually documented for both Platinum and Gold Select Customers
- Build and maintain relationships with other McAfee groups such as Sales, Solution Services and Sales Engineering to facilitate customer business intelligence such as opportunities or areas for improvement
20
Technical Support Account Manager Resume Examples & Samples
- To do this job, you must have programming knowledge with JAVA (preferred), .NET, and/or C; experience with Linux and/or Solaris; and familiarity with public key cryptography concepts, networking, SQL and Tomcat
- You must be fluent in English with excellent written and verbal communication skills
- We would like someone to join our team who is customer focused, detailed-oriented and result driven individual with excellent organizational, collaborative, and interpersonal skills
- You need to have a Bachelor’s Degree (BSEE or BSCS preferred)
- We are looking for someone with3-5 years of experience within a customer support environment
21
Support Account Manager Resume Examples & Samples
- Mentor and coach co-workers and peers. Share valuable knowledge openly
- Develop and maintain Brocade customer operation procedures documentation
- Maintain current industry trends, competition, and technical and product knowledge with respect to its value to Brocade customers
- Networking/Network Operations
- Storage, Servers, Fabric Operating System, Network Management and Analysis tools
- Customer relationship management and related soft skills
- Situational control, leadership and facilitation to resolution
- Troubleshooting network, hardware and software issues
- Must have proven experience organizing and expressing written and verbal communications clearly, effectively, and efficiently
- Ability to develop and deliver materials/presentations to small audiences up to 50
- Storage area Networking technologies
- IP technologies and protocols
- Routing/Switching
- Network Function Virtualization
- Software Defined Networking
- Technical support operations/methodologies
- Network Analytics – data collection methodologies and tools
22
Senior Support Account Manager Resume Examples & Samples
- Deeply understand customer business strategies, challenges and IT landscape. Possess the ability to deliver business value by aligning ServiceNow solutions to address the customer’s short and long-term support needs
- Coordinate internal resources, including technical support, professional services and management resources in order to meet account performance objectives and customers’ expectations
- Review open incidents, problems and enhancement requests communicating proper priority and direction to responsible ServiceNow teams to ensure a timely customer satisfying result
- Demonstrate analysis and problem solving expertise
- Excellent written and oral communication skills in both Japanese and English
- Ability to effectively work with tight schedules and fast paced environment to minimize problem impact on the customer
23
Support Account Manager Resume Examples & Samples
- Coordinate internal resources, including technical and customer support, professional services and management to meet account performance objectives and customers’ expectations
- Ability to build credibility through action and responsiveness resulting in the perception that no matter what the issue, you are the customer’s go to champion within ServiceNow
- Project and large account management experience
- Working knowledge or ITIL incident, problem and release management process and procedures
- Ability to effectively work with tight schedules and fast paced environment to minimise problem impact on the customer
- Experience dealing with technical end-users in support roles
24
Support Account Manager Resume Examples & Samples
- Monitor and assign work to Support Representatives; train staff, explain tasks and assist in problem resolution
- Motivate a team of Support Representatives through performance coaching, career planning and setting objectives
- Improve productivity by highlighting deficiencies and recommending change in tools, training, processes, reporting and employee engagement
- Appropriately advocate for customers and help define ways to continually add value to the customer experience
- Followup with unsatisfied customers to ensure issues are resolved and the customers are satisfied
- Report operational achievements and progress on a regular basis including statistical analysis and improvement of action plans
- Maintain a mindset of continuous improvement, in terms of efficiency of support processes, customer satisfaction and the application of tools for monitoring, management and optimization
- Achieve individual and team performance goals related to customer satisfaction, customer retention, and profitable company growth
- BS or BA required
- Software as a Service support experience a plus, but not required
- Experience with support center or call center function related to a software company is highly desirable
- Excellent written and verbal communication skills, especially the ability to listen and comprehend effectively
- Be a self-starter, able to work independently as well as part of a team, and have a proven track record of notable accomplishments
- Capable of managing difficult or emotional customer situations and building rapport
- Ability to understand and escalate issues efficiently and appropriately
- Prioritize effectively within tight schedules and a fast pace environment
25
Enterprise Support Account Manager Resume Examples & Samples
- Enthusiastic, personable and flexible
- Flexibility of remote work available
- LI-FC1
26
Support Account Manager Resume Examples & Samples
- Provide advice and guidance as the AirWatch subject matter expert to ensure successful ongoing usage and adoption of AirWatch
- Design and develop innovative solutions to customer requirements using AirWatch
- Deliver web based training to user groups to support organizational adoption
- Undertake discovery and education activities to identify opportunities for AirWatch usage across organizational functions and processes
- Function as a frontline technical resource for “best practice” and informal customer questions
- Engaging with customer support as a customer advocate to ensure speedy resolution of customer issues
- Engaging with product management as the customer advocate on product roadmap discussions
- Maintain current functional and technical knowledge of AirWatch service
- Help to document best practices in developing and using AirWatch
- Last but not the least, deliver and exceed on all performance targets
27
Support Account Manager Resume Examples & Samples
- To know and understand the customers environments and anticipate their needs
- Build a solid relationship with customers through regular on site visits and gain an insight into their visions and the suitability of Intel Security’s products in that framework
- Supports company’s selected Enterprise Support customer base and provides technical assistance post sales
- Build or configure system level diagnostics to isolate and correct problems in conjunction with Product Specialists
- Provide highest level of Customer service with quick and prompt responses to Customers
- Provide solutions or workarounds to Enterprise Support Customers problems with guidance from Product Specialists
- Be contactable 24 x 7 for Enterprise Support Customers
- Escalate and manage Cases within the timeframes allotted
- Be accountable and responsible for Customer Satisfaction within located country
- Record and document all issues related to Customers – Internal and External
- Visit Customers periodically or as required
- Manage Technical Relationship with Customers as required
- Act as technical advisor to customers where required
- Identify Customers technical needs and manage as required
- Proactively provide Support to customers by maintaining continued contact
- Meet Service Levels and response Charters as allotted
- Drive the Intel Security Customer Care portfolio to increase strategic position
- Evaluate market opportunities, identify customer needs and value proposition
- Drive and disseminate marketing and promotional programs to grow revenue from current services
- Establish and sustain close engagement with sales, service delivery
- Participate in strategic and tactical sales and customer situations as a valued Enterprise Support champion
28
Lead Enterprise Support Account Manager Resume Examples & Samples
- Provides overarching account management
- Experience designing/implementing enterprise-wide technology solutions, providing business transformation consulting services including strategic planning, business process re-engineering, defining/developing KPI’s and performance scorecards
- Business development and customer relationship management experience
- Must be fluent in English and French
- 6-7 years professional services experience, with specific focus in IT
- 2+ years management and business development experience in relevant areas of expertise required
29
Senior Enterprise Support Account Manager Resume Examples & Samples
- Acts as the customer’s advocate and single point of contact within Citrix, leveraging peers in support, engineering, consulting and education to address customer issues
- 5+ years professional services experience, with specific focus in IT
- 1+ years management and business development experience in relevant areas of expertise required
- Travel as needed to visit and work on-site with customers (75% on-site with customers)
30
Senior Enterprise Support Account Manager Resume Examples & Samples
- Creates and maintains customer deliverables such as Monthly reports, Success Plans, Customer QBRs and proactive communications
- Improve renewal rates through professional expertise and account management, work closely with the sales team on cross-selling and up-selling opportunities within given accounts
- Project Management Institute PMP certification preferred
31
SAS Technical Support Account Manager Resume Examples & Samples
- Eight years of experience in the technical implementation of software systems, and the support of mission critical software implementations. Two years of direct customer experience. Three years of experience in a leadership role
- Must be an Australian Resident / Citizen as this role will require a Victorian Government security clearance
- Excellent interpersonal, verbal and written communication, organizational, and problem-solving skills
- Ability to handle multiple, high-priority, high-impact issues or escalations concurrently and adapt to changing priorities and resource allocation
- Ability to interpret a contractual definition of scope and operate within the financial constraints present
- Ability to negotiate with customers and manager customers when in a time sensitive environment
- Establishes and assures adherence to budgets, schedules, work plans, and performance requirements
- Ability to thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship
32
Principal Enterprise Support Account Manager Resume Examples & Samples
- It is the primary responsibility of the Principal ESAM to manage the coordinated delivery of support for portfolio of large and complex enterprise level accounts
- Establishes clear and open lines of communications with customers, stakeholders, and cross-functional teams in an effort to enhance customer experience
- Develops a culture of continuous improvement within each account
- Designs and implements standard processes and procedures to measure the ongoing health of customer relationships while driving continuous and improved business value
- Manages and escalates critical situations as needed
- Aligns tightly with Sales around serving customers’ needs, fulfilling expectations set in the sales cycle, and maintaining close customer relationships
- Project management experience with a recognized methodology
- Ability to deliver world class services with high impact results
33
Lead Enterprise Support Account Manager Resume Examples & Samples
- 6-8 years professional services experience, with specific focus in IT
- Preferred - Experience designing/implementing enterprise-wide technology solutions, providing business transformation consulting services including strategic planning, business process re-engineering, defining/developing KPI’s and performance scorecards
- LI-PK1
34
Technical Support Account Manager Resume Examples & Samples
- Provides technical support to assigned customers by taking telephone calls on all product areas, providing information on documented problems, and resolving customer issues in primary support areas via telephone and email
- Routinely provides technical support to multiple categories of domestic and international customers including software licensees, consulting groups including Alliance partners, system engineers/architects, and enterprise hosting
- Directly assists assigned customers who are using or troubleshooting enterprise-class, multi-tier software applications and/or solutions. Collaborates with experts across technical support departments and SAS divisions
- Understands business problems that are addressed by SAS applications and/or solutions, software usage, features, functions, interactions among application and/or solution components. Routinely leverages that knowledge to resolve SAS customer issues
- Maintains assigned customer contact and provides status updates for all outstanding issues; facilitates the timely and sufficient resolution of all customer issues and requests
- Resolves and/or coordinates the resolution of technical issues utilizing resources from multiple departments/divisions
- Interprets documentation and explains error messages to audiences with varied backgrounds. Suggests the appropriate SAS procedure, language feature, product and/or solution, or the supporting systems software or infrastructure feature for the particular type of functionality that is requested. Provides limited guidance and references to help interpret the output that is produced by tools, products and/or solutions
- Accurately documents and specifies information in the tracking system during the entire track life cycle
- Routinely utilizes knowledge of SAS platform architectures and knowledge of complex interactions between multiple SAS system components and third-party products to trouble-shoot, diagnose and resolve software problems. Might replicate customer environments in order to reproduce and debug problems
- Understands industry trends and how features of new releases can benefit business case
- Communicates effectively with customers and maintains proactive contact during the problem resolution process
- Routinely sets and manages internal and external project expectations, including escalation activities and communications, at all levels of technical and business management. This is often under pressure where decisions have a significant business impact for SAS and/or customers
- Builds and applies expertise in emerging SAS technologies, portfolio offerings, and third party requirements/software
- Serves as a liaison between the user community and the rest of SAS. Acts as an advocate for the customer
- Solicit feedback on technical support services
- Helps customer management understand where risks exist, suggest strategies for mitigation, and recommend resources to help reduce risk
- Works with customer management to understand their specific business problems, vision of business solutions, unique requirements, and operational capabilities and limitations
- Identifies client needs for additional company services
- Keeps other groups informed of problems, suggestions and general comments and concerns as appropriate
- Establishes and maintains lines of communication with Software Research and Development on design, reliability and maintenance topics
- Reviews product documentation for technical accuracy, consistency, and user’s point of view. Might review education courses. Keeps technical documentation and training staff informed of customer needs and feedback for changes and enhancements to documentation
- Might author software usage and problem notes
- Suggests, manages, and implements special projects to assist Technical Support, users, or other departments/teams/divisions
- Interfaces with other groups and takes an active role in product, solution, or platform direction. Provides product supportability feedback to research and development
- Takes personal responsibility for supporting enterprise-class business applications or solutions, including involvement with and direction to Development, Marketing and Education
- Takes initiative to improve the level of support offered by their department
- Makes contributions to the department. Capable of representing technical support at internal meetings that discuss processes and policies
- Acts as a positive role model for others in their department
- Demonstrates leadership within their department
- Anticipates training needs and directs or performs training activities, including developing training material
- Manages escalations without direction from management or team lead
- Sphere of Influence: department
- Strong working knowledge of SAS products and their applications or specialized products related to the assigned customer
- Excellent organizational skills, ability to communicate clearly
- Has an understanding of corporate account business needs and knowledge of the support industry
- Effectively communicate and work across departments within Technical Support to solve a problem
- Can help determine software circumventions when fixes are not feasible
35
Lead Enterprise Support Account Manager Virtualization Resume Examples & Samples
- Designs, deploys and provides recommendations to optimize tools that support customer onboarding, self-service, early warning identification and customer deployment success
- Manages the delivery of Citrix Support service commitments to customers, ensuring that delivery costs are within approved costs models
- Aligns tightly with Sales around serving customer’s needs, fulfilling expectations set in the sales cycle, and maintaining close customer relationships
- Monitors and drives adherence to agreed Service Levels
- Ability to facilitate and harness cross-team collaboration
- Executive presence awareness
- Bachelor’s degree or above from accredited university or relevant industry experience
36
Lead Enterprise Support Account Manager Resume Examples & Samples
- Designs, deploys and provides recommendations to optimize tools that support customer on-boarding, self-service, early warning identification and customer deployment success
- 2+ years’ management and business development experience in relevant areas of expertise required
- Fluent in English and French required
- LI-TB-1
37
Enterprise Support Account Manager Virtualization Resume Examples & Samples
- Bachelor of Science in Computer Information Systems, Computer Science (or similar degree) or equivalent experience required
- ·8+ years of hands-on virtualization experience, preferably with Citrix XenApp or XenDesktop products
- In depth technical knowledge with Windows Internals, Window Server, Active Directory and Group Policy
- Outstanding level of professional verbal and written communication that will translate well in a fast-paced business setting
- Possess Citrix certifications or industry equivalent certifications
- Ability to identify opportunities for customer relationship enhancement and coordinate with Sales as needed
38
Enterprise Support Account Manager Virtualization Resume Examples & Samples
- Responsible for understanding customer goals, identifying and defining successes and challenges, developing and executing success plans, and facilitating resolution of issues
- Develops and executes the delivery of Success Plans, KPI’s and Performance Scorecards for key customers
- Identifies and leverages customer best practices in the deployment and ongoing support of Citrix solutions and services
- Has deep technical understanding of the Citrix ecosystem, use case scenarios, customer goals, and customer success factors to drive measurable business results, proactive issue resolution and increase value
- Large consulting and/or Big Four experience designing/implementing enterprise-wide technology solutions, cloud services, providing business transformation consulting services including strategic planning, business process re-engineering, defining/developing KPI’s and performance scorecards
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Support Account Manager Technical Analyst Resume Examples & Samples
- A total of 10 with a minimum of 7 years of experience as a people manager is required..Prior experience as a manager for Technical Support Engineers, Technical Account Manager, and/or a Program Manager is desired
- PMP and/or PRINCE2 certified
- Six Sigma certified
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Senior Support Account Manager, Netherlands Resume Examples & Samples
- Participate in regularly scheduled conference calls and onsite meetings to ensure the continual flow of information with timely updates on all open issues and on-going projects
- Manage, document and report on performance against service level agreements (SLA's) and where SLA's are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinely
- Fundamental understanding of ITSM in large organisations
- Experience in transferring knowledge to others
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Senior Support Account Manager, UK Resume Examples & Samples
- Facilitate weekly summary status reports; quarterly services reviews and detailed review of root cause analysis findings when applicable
- Act as an escalation point and advocate for critical customer issues
- Understand and explain ServiceNow application, features and benefits as it relates to customer needs
- Manage special projects as assigned by management to meet customer and cross-functional team needs
- Bi-lingual with a European language in French and/or German
- Comfortable interacting with all levels of management
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Technical Support Account Manager Resume Examples & Samples
- Provide a single point of contact for a customer engagement with Technical Support on a proactive, on-going basis
- Establish and maintain strong, trusted relationships with customer accounts
- Hold regular, scheduled calls with customer accounts to provide guidance and advice on forward-looking plans, as well as understand and provide a current status of open technical issues
- Maintain an awareness of the customer’s unique implementations and project milestones and provide that knowledge to other resources throughout PTC as needed
- Educate and promote best practices for leveraging PTC Technical Support based on customer’s unique experiences and challenges
- Report to senior management in Technical Support to provide insight into the current state of customer accounts
- Bachelor’s Degree or higher in an engineering, computer science, software or IT related discipline
- Minimum 4 years of professional experience in one of the following areas
- Experience with Enterprise software implementations; PTC software implementations a plus
- Experience with PDM/PLM and CAD Systems; PTC Applications (like PTC Windchill or PTC Creo) experience a plus
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Senior Technical Support Account Manager Resume Examples & Samples
- Be the privileged contact of these Premium and Elite customers for all the technical challenges
- Be familiar with the SAS environments deployed at customers benefiting from the Premium or Elite Support offer
- Conduct action plans to speed up the resolution of incidents encountered on SAS environments
- Participate in the maintenance of deployed SAS environments in operational conditions,
- To be the guarantor of the execution of the Premium or Elite Support service for the benefit and the satisfaction of the customers
- Higher education degree, you have a work experience in a similar position
- You have a very good technical knowledge of the SAS offer (architecture, platform, security, system) as well as a good knowledge of the technological evolution of the market
- You have excellent problem solving abilities and methodology
- You are able to listen, consult, organize, communicate, you have an acute team spirit, you are result focus and work well under pressure
- You speak and read fluently in English and have excellent skills in written French
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Developer Support Account Manager Resume Examples & Samples
- Collaborating with Sales to identify strategic customer accounts, track licensee milestones, and shepherd support experience
- Maintaining and developing relationships with custom licensees to help meet their engine support needs
- Be a liaison with Unreal Engine 4 stakeholders to report and mitigate technical issues experienced by key accounts
- Manage internal support tracking tools to meet departmental objectives
- Coordinate meetings between licensees and engine support staff and developers
- Successfully managed customer relationships for a software based company
- Game industry knowledge
- Understanding of publisher/developer relationships and development cycle of games
- Ability to assess business environment and craft plans to move goals forward
- AAA game engine/enterprise level software experience
- Proficient with CRM/ERP tools
- Proficient with G Suite or equivalent
- Experience implementing efficient departmental project management tools
- Experience coordinating high quality technical support for interactive media
- Ability to create comprehensive reports for executive leadership
- Played an instrumental role in shaping the technical direction of a software product by delivering customer feedback, needs, feature requests, etc
- Shipped interactive media in a production or technical leadership role
- Proven skills managing processes and deliverables
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Support Account Manager Resume Examples & Samples
- Be a trusted adviser for your customers within Support regarding any Commvault related activities
- Provide customers with a comprehensive understanding of Commvault Support practices in order to achieve the best results from the ESP Service
- Track and Manage all support incidents for your customers; ensuring 24/7 coverage on critical severity incidents
- Interact with internal Commvault teams to ensure continued customer success
- Coordinate weekly, monthly, and quarterly update meetings with the customer; where necessary and appropriate coordinate the installation and configuration of additional services (eg.. cloud access, proactive etc..)
- Collaborate with the TAM to provide sufficient background and guidance prior to any onsite work to ensure adequate ROI for the customer
- Participate in Quarterly Business Reviews with the Commvault ESP Team and liaise with Customer and Commvault management to establish or revise procedures as necessary
- Continued holistic awareness of customer issues and advise to the Commvault account team(s) as may be required
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Senior Priority Support Account Manager Resume Examples & Samples
- Ensures a world-class support experience with customers to increase the value of their investment in Citrix technologies to help drive increased adoption
- Develops and enhances deep and sustainable customer relationships
- Provides feedback to Product Management and Engineering regarding customers’ emerging or unmet product needs
- Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs
- English business level oral and written
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Technical Support Account Manager Resume Examples & Samples
- Manages assigned Enterprise Accounts that have transitioned to the Managed Services team
- Working hands on with customer technical resources to mitigate and debug hosting issues
- Leads incident, problem, and change management activities for customer through collaboration with internal and external teams
- Manages Major Incidents, driving and coordinating resolution, including calls, escalations (both technical and hierarchic), coordinating all incident support activities with global 24x7 teams, documenting events, and conducting post-mortem reviews
- Collaborating on technical issues with SAS Managed Services teams to drive issue resolution and escalation including root cause analysis and corrective action
- Providing detailed reporting and reviews of service disruptions, metrics, and SLA adherence
- Champion and advocate for customer requirements within SAS (voice of the customer)
- Functioning as a front-line Managed Services technical resource for best practices, standards and preventative maintenance
- Writing design specifications, change request documents and implementing customer configurations
- Lead internal initiatives as designated
- 24x7 on-call required, based on a rotating schedule
- Bachelor's degree in computer science or related quantitative field
- Experience with ITIL, IT Service Management, and service management tools
- At least 5 years of technical consulting, applications configuration and/or technical account management
- Experience in at least one of the following subject matter areas
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Support Account Manager, Partnerships Japan Resume Examples & Samples
- Creation, analysis and delivery of partner reports on a regular basis; and
- Coordinate partner account reconciliation, invoicing and payment
- Bachelor’s or equivalent degree required
- At least 1-year experience in channel management or account management required
- Experience in online advertisement or internet related-business a plus
- E-commerce or travel industry experience a plus; and
- Multicultural work experience a plus
- LI-JG1
