Support Account Manager

December 19, 2024

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Broadcom

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Broadcom is a global technology company that designs, develops, and supplies a broad range of semiconductor and infrastructure software solutions. The company serves the data center, networking, software, broadband, wireless, and storage and industrial markets. Broadcom is known for its innovative solutions in semiconductor and software businesses that enable the delivery of data and video content globally. Additionally, Broadcom is committed to maintaining privacy and accessibility standards in its digital interactions and customer service.

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