Support Account Manager
Job Description
- BS with 12 years or MS with 10 years experience
- Computer Science, Electrical Engineering, or Computer Engineering degree
- SNMP monitoring and management understanding
- SAN domain experience
- Brocade certifications
- MS Office / Google Suite expertise
- Experience managing complex IT projects
- Ability to adopt new technologies
- Additional language skills
- Experience with Brocade SAN products
- Experience implementing monitoring tools
- Experience with Open SSL
- Experience with Linux and/or Windows server implementations
- Minimum 3-5 years client-facing experience
- In-depth networking and SAN knowledge
- Excellent customer communication
- Problem-solving skills
- Planning and organization skills
- Teamwork and cross-functional ability
- Medical, dental and vision plans
- 401(K) participation with company matching
- Employee Stock Purchase Program (ESPP)
- Employee Assistance Program (EAP)
- Company paid holidays
- Paid sick leave
- Vacation time
- Paid Family Leave
- Discretionary annual bonus
- Equity in accordance with equity plan documents and award agreements
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Job Description:
Support Account Management:
Coordinate with Sales Channels as the focal point for all post-sales account related activities.
Proactively engaging with customers to support their SAN infrastructure, understand current and future requirements, and successfully mitigate risk that arise from projects and events
Schedule and provide regular Customer Operational Reviews to assigned Premier Accounts
Directly manage any critical or high-visibility situations, project managing account recovery activities while delivering the appropriate ongoing status and post mortem documentation.
Work closely with the customer to understand and document their SAN Fabric design and “end to end” interoperability matrix and future growth projections.
Responding promptly to customer needs and actively engaging on all customer events as the lead on all customer communication
Working closely with the customer to ensure accuracy of their inventory and assisting internal teams to secure support contract renewals and with the Sales Teams for on-going account growth.
Analyze, provide recommendations, and drive actions based on the reporting from a Customer Operating Environment
Develop and maintain Brocade customer operational procedures documentation
Knowledge of basic networking protocols and Ethernet Troubleshooting
Maintain current industry trends, competition, and technical and product knowledge with respect to its value to Brocade customers.
Other duties as assigned:
Schedule: Monday through Friday, occasional weekend or overnight hours and on-call as required
Desired Skills and Experience:
BS with a minimum of 12 years of relevant experience, or MS with a minimum of 10 years of relevant experience. Preferred fields include Computer Science, Electrical Engineering, or Computer Engineering.
Minimum 3 - 5 years of experience in a senior client-facing role at a technology company.
In depth knowledge of networking technologies and protocols, and preferably storage area networking (SAN)
Understanding of SNMP monitoring and management
SAN domain experience preferred. Brocade associate and professional certifications are desirable.
Customer focused with a record of accomplishment of developing successful relationships with external and internal customers.
MS Office / Google Suite expertise.
Record of accomplishment of successfully managing complex IT projects. Ability to rapidly adapt and adopt to new technologies
Excellent customer communication (Verbal and Written), problem solving, planning and organization skills
Works cooperatively with others as a teammate to achieve results, build morale, and ability to work cross functionally in a rapidly changing organization.
Additional Language (Spoken business level) a plus
Successful implementations of current generation SAN products, especially Brocade products
Experience implementing and customizing monitoring tools and features in SAN products
Experience with Open SSL and certificate implementation
Experience with Linux and / or Windows server implementations
Physical requirements:
Frequent use of mouse and keyboard
Frequent phone usage
Occasional lifting
Additional Job Description:
Compensation and Benefits
The annual base salary range for this position is $106,900 - $171,000
This position is also eligible for a discretionary annual bonus in accordance with relevant plan documents, and equity in accordance with equity plan documents and equity award agreements.
Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.
Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.
If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.
