Technical Account Manager

6 days ago


Doha, Qatar Trend Micro Full time

**When you join Trend, you become part of a unique and diverse global family and you get to work towards a world safe for exchanging digital information.**
- Able to travel and provide Emergency onsite support to customer’s location
- Deliver professional services for deploying Trend Micro products at customer site
- Principally responsible for the customer satisfaction with Trend Micro’s service and support offerings with an emphasis on issue resolution and continued product usage.
- Ensure compliance with contractual Service Level Agreement (SLA). The SLA includes customer status updates, issue escalation and the responsiveness of Product Specialists.
- Manage customers technical support requests to ensure efficient resolution of issues by collaborating with technical support, operations and engineering teams.
- Review service delivery failures and produce incident reports when required
- Acts as single point of contact for the customer and account team related to service and support.
- Responsible for all proactive communications regarding product and support program information, support ability issues and strategic product plans.
- Supports customer’s product planning process and performs on site audits to improve efficiency and supportability.
- Drive continual process improvements to achieve business goals and maximize customer service
- Maintain an intimate understanding Trend Micro support and service capabilities and limitations
- Partner with customers through a consultative sales approach to understand their business needs, issues and strategies.
- Leverage customer relationship in supporting Sales in renewals success, ensure optimal service penetration and identify up sell opportunities.
- Develop and oversee a comprehensive strategy in collaboration with sales to meet complex customer requirements utilizing Trend Micro’s solutions.
- Acts as an extension of the customer’s IT team in a consultative role related to Trend Micro change management activities, security assessments, operational improvements, and as a project manager for new deployments of new solutions or upgrade activities.
- Build executive/senior relationships within the customer and understand the customer’s business practices/procedures, business drivers and corporate culture
- Ensure continued alignment with and the objectives of the product sales team
- Negotiate, document and communicate a governance structure for the accounts ensuring all parties (customer, partner, Trend Micro) understand what they will be held accountable for in the customer relationship.
- Perform other related duties as assigned

We embrace change, empower people, and encourage innovation. Join Trend Micro and Thrive with us.



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