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Technical Account Manager

Abingdon, GB, OX14 3YP

Technical Support

 

Job Purpose

 

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.

 

Main Duties

 

  • 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

 

Organisational Responsibility 

 

  • 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

 

Experience

 

Essential

 

  • 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

 

Desirable

 

  • 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

 

Skills and Abilities

 

Essential

 

  • 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

 

Desirable

 

  • Presentation skills
  • Leadership skills

 

Behaviours

 

Essential

 

  • 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

 

Desirable

 

  • Innovation – sees and initiates improvements
  • Reliability – accountable to colleagues and customers

 

Qualifications

 

Essential

 

  • Bachelor’s degree in Customer Service or equivalent work experience

 

Desirable

 

  • Bachelor’s degree in Customer Service and Support or IT experience
  • CompTIA Security+, Network+, ITIL certifications

 

Other

 

  • 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

 

 

Equal Opportunities

 

Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.

 

 

If you choose to explore this opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos.  If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.  If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com.

At Sophos, we want every organization to be protected by innovative, next-generation IT security, even those who don't have a huge IT staff. We protect organizations of all sizes, all around the world by making enterprise-grade security that is simple to deploy, manage, and use. It is our passion, and something we are truly proud of.


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