Support Account Manager

2 days ago

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Broadcom

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Bluetooth® Solutions • Cable Modems • Knowledge-based Processors • Satellite & IPTV STBs • xDSL

10,000+ employees

Founded 1961

🔧 Hardware

📡 Telecommunications

☁️ SaaS

💰 Post-IPO Equity on 2017-10

Description

• 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. • Schedule: Monday through Friday, occasional weekend or overnight hours and on-call as required

Requirements

• BS degree in Computer Science/Electrical Engineering/Computer Engineering or equivalent work experience and 8+ years of experience in a senior client-facing role at a technology company; OR MS degree and 6+ years of experience • In depth knowledge of networking technologies and protocols, and specifically storage area networking (SAN) • Understanding of SNMP monitoring and management • SAN domain experience required. • 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