Manager of TippingPoint Technical Account Manager

US-TX-Austin
3 months ago
Job ID
2017-20490
# Positions
1
Employee Type
R- Regular
Full Time / Part Time
Full Time
Category
Technical Services and Support

Overview

Trend Micro: Securing Your Journey to the Cloud

Trend Micro, the world’s largest independent security software company, strives to make the world a safer place by protecting digital information. Our solutions for consumers, businesses and governments provide layered security to protect information on mobile devices, endpoints, gateways, servers and the cloud. Trend Micro enables the smart protection of information, with innovative technology that is simple to deploy and manage, and security that fits an evolving ecosystem. Our solutions are supported by over 5000 employees in over 50 countries and powered by the world’s most advanced cloud-based global threat intelligence, the Trend Micro™ Smart Protection Network™.

 

The Trend Micro Manager of TippingPoint Technical Account Managers will directly supervise a team of Technical Account Managers (TAMs) who’s primary job is to help customers realize their full potential through accelerated adoption and productive use of Trend Micro TippingPoint technologies.  They will oversee a global team of exceptional people who deliver world class service, earn customer confidence, trust, and loyalty by improving the overall Customer and Partner experience, serving as the customer advocates within TippingPoint and driving customer-centric product improvement.

The TAM Manager will ensure that the TAM organization provides support delivery management of Premier issues and services designed to improve customer IT operational health in assigned account(s).  The TAM Manager is ultimately responsible for ensuring their team:

  • Is the TippingPoint owner of the customer’s IT operational health
  • Is the trusted advisor to the account’s sales engineering team
  • Manages support delivery on reactive incidents provided by TippingPoint TAC
  • Is knowledgeable on a wide range of security technology with industry recognized IT Operations certification
  • Maintains Customer Success Plans that capture situation and analysis for IT Health improvement
  • Manages the delivery and follow-up of proactive support designed to reduce reactive support cases and costs

The value the TAM brings to the customer is successful operation, and hence realization of value, of TippingPoint products. The value the TAM brings to Trend Micro TippingPoint is increased customer satisfaction, reduced support costs, and awareness needed around product improvements.

Duties & Responsibilities

The TAM is responsible for the overall success and health of their assigned accounts. This is accomplished through specific cadenced and general requirements that include:

  • Daily case reviews
  • Weekly reports and meetings
  • Quarterly business reviews
  • Onsite visits
  • Annual Security Deployment Reviews
  • Having a complete understanding of the customer and their environment
  • Maintaining immediate, short term and long term success plans

The TAM Manager is also responsible for ensuring that TAM’s are managing and communicating the needs of their assigned accounts with internal Executive Leadership, Product Management, Research and Development, Sustaining Engineering and Support.

  • After hours and on call work for assigned accounts is required.

The TAM and TAM Manager at times, may be engaged for onsite customer advocacy and professional services engagements that require:

  • Break/Fix problem solving and troubleshooting
  • Initial deployment and best practice implementation
  • Health check and security policy review

The TAM Manager should expect to travel ~25% of the year; sometimes with short notice. Accurate expenses must be kept and be in line with company policies. 

Qualifications/Requirements

Education and Experience

  • 5+ years of professional and/or managerial experience
  • Bachelor’s degree or equivalent in a related area of study, OR without a degree, five additional years of relevant professional experience (13+ years in total)

Knowledge and Skills

  • Ability to manage a team responsible for providing on-site hardware, systems, sub-systems and/or other applications support for customers according to contractual service levels
  • Proven ability to plan, direct, and monitor operational/tactical activities of team (mostly remote staff)
  • Experience recruiting and supporting development of direct staff members
  • Superior customer service skills and demonstrated success working directly with customers
  • Excellent communication, presentation and negotiation skills, with strong written and verbal skills
  • Ability and experience presenting to an executive level audience
  • Experience troubleshooting in a technical environment
  • Excellent analytical and problem solving skills
  • In-depth knowledge of network routing protocols and Internet troubleshooting techniques (Routers, Switches, VPN, etc.)
  • In-depth knowledge of information security products and technologies (Intrusion Detection/Prevention, Firewall, Advanced Threat, etc.)
  • In-depth knowledge of Windows and Linux based sniffers (Wireshark, TCPDump), virtualization concepts, VMware, KVM and Open Stack (familiarity with deploying OVF templates, use of vMotion and distributed vSwitches) all are a strong plus
  • Software and hardware knowledge of computing, storage and peripheral devices
  • Ability to solve and document solutions for usage of other technicians and customers
  • Ability and willingness to handle customer escalations
  • Establish close working relationships with customers (including onsite visits) and other functional managers
  • Ability to provide coaching and technical leadership to TAM’s
  • Capable of recognizing and contributing to building technical solutions based on customer business direction
  • Ability to document appropriate playbooks and process documentation to establish best practices and caring for top accounts
  • Detailed knowledge of installation and site environmental support solutions

Relevant/Helpful Certifications

  • CISCO Certified Network Associate/Professional (CCNA/CCNP)
  • Wireshark Certified Network Analyst (WCNA)
  • Certified Information Systems Security Professional (CISSP)
  • Systems Security Certified Practitioner (SSCP)
  • Certified Information Security Manager (CISM)
  • Certified Ethical Hacker (CEH)
  • Offensive Security Certified Professional (OSCP)
  • VMWare Certified Associate/Professional (VCA/VCP)
  • Certified OpenStack Administrator (COA)

Trend Micro provides equal employment opportunity for all applicants and employees. Trend Micro does not unlawfully discriminate on the basis of race, color, religion, sex, pregnancy and childbirth or related medical conditions, national origin, ancestry, age, physical or mental disability, medical condition, family care leave status, veteran status, marital status, sexual orientation, or gender identity.

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