Customer Service Manager

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The Role:

Are you passionate about technology? Do you have a consultative mindset? Do you like being a trusted security advisor for our customers? If so, the Customer Service Manager (TAM) is a great opportunity for you. With the threat landscape constantly evolving you will get the opportunity to act as a security expert in the areas of threats, security products and customer domains. As a Trend Micro Customer Service Manager you are making sure that your customers get the best support to secure their IT estate.

Overview:

The Customer Service Manager (TAM) is responsible for proactive technical support for Trend Micro's Managed Service premium customers, managing the customers’ accounts for their technical and security needs.

Key Responsibilities:

• Passionate about customer success, providing proactive regular health checks, sharing threat intelligence reports and sharing best practice

• Build a strong relationship with our customers

• Onboarding new customers to Trend platforms, including Vision One

• Being a customer advocate, representing the customers needs internally

• Provide guidance, consultancy, technical support, and problem resolution to key customers/channel partners during onboarding and implementation projects.

• Providing account management by proactively supplying customers with technical updates, monthly/quarterly case reviews, threat assessment/advisories for proactive risk protection, training customers on product & threat, providing notifications on enhancements/bug-fixes

• Escalate, manage and progress technical support cases where appropriate

• Work closely with account managers to identify expansion opportunities and risk

• Present to all levels of a customer organisation right up to C-level and ability to run POC on Trend Micro solutions and products

• Contribute to customer support improvement initiatives and project

Our Ideal Candidate 

• We are looking for a candidate with drive, enthusiasm, with a strong work ethic and a desire to learn and develop their career within cyber security!

• Ideally with 3+ years experience in post-sales technical support, technical account management or a related field

• Practical knowledge of Linux, Windows and networking.

• Good interpersonal skills and customer service oriented.

• Good problem-solving skills with a strong attention to detail

• Comfortable working in a fast-paced, high-pressure environment under minimal supervision to provide detailed technical knowledge of Trend Micro software products

• Be resourceful, self-managed, energetic, friendly and have excellent communication skills

• Strong in documentation and process methodology.

• Technical Certification in IT, Networking and Security will be an advantage.

• Fluency in written and spoken English and French

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