Support Account Manager

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