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Technical Account Manager - Enterprise Security Software Vendor
- One of the pioneers in the Enterprise Secuity Software Industry
- Great company culture and international working environment
About Our Client
This company is a global leader in the Global Enterprise Security Software market. Based in Europe., they specialize in providing network, endpoint, and server data security solutions for enterprise companies.
Your main responsibility will be to provide revenue-generating on-site and remote assistance to premium/platinum accounts and/or customers typically of 15,000 users and above in both implementation and support activities. You will be in charge of resolving technical issues, as well as escalating issues to overseas teams as necessary. You will also be expected to establish a strong relationship with the client, and make sure that they renew their premium support accounts annually.
*Addressing customer questions in a comprehensive manner to ensure customer satisfaction
*Providing production support for a range of issues by severity
*Products setup, installation and configuration
*Conduct in-depth needs analysis (via phone, email or in person) with customer technical administration and technical management to determine requirements and specifications of solution in line with best practices
*Design custom tools/products in accordance with PM/GES (Global Escalation Support) requirements and approval process
*Address high volume of customer questions and requirements in a quality driven, time sensitive, comprehensive manner to ensure prospect satisfaction - solutions will come from personal knowledge/experience, co-workers, knowledge base systems. Work to understand the underlying business drivers/pains behind questions, and address them as appropriate.
The Successful Applicant
*Providing technical support to customers on an enterprise level
*System support and/or administration experience
*Comprehensive experience with enterprise networked environments and enterprise networking technologies (LAN/WAN, routers, gateways, firewalls, DNS, LDAP, SQL, Apache)
*Exceptional troubleshooting skills - qualification and priority assessment
*Understanding of software development, release process and lifecycle
*Understanding network protocols TCP/IP, SMB, HTTP, FTP, SMTP, DHCP
*Excellent communication skills (verbal and written), Native-level Japanese and business-level English
What's on Offer
*Annual salary: Up to 9m JPY w/ up to 5% bonus
*Location: Central Tokyo Location