Sr. Technical Account Mgr - Springfield, OR

The Sr. Technical Account Manager will be the dedicated point of contact for providing support to ISP and Strategic partners for post-sales technical issues with Symantec Consumer products, as well as managing the account for any support-related requests. The Sr. TAM will provide a high level of customer satisfaction and ensure we maintain a positive customer experience and build strong account relationships. Some of the responsibilities of this position include:

 

-Be responsible for testing, troubleshooting, researching and analyzing customers issues.

-Work with QA team to ensure that product bugs and issues are resolved and appropriate feedback is reported to relevant partners.

-Ensure new product requirements are gathered during product release cycles and reported to product management.

-Support the partners by serving as a knowledge source.

-Work to ensure that 2nd level partner staff have sufficient level of knowledge to guarantee the delivery of high standard support.

-Work with content development and training teams to develop online content and training documentation on issues and products.

-Work with management and sales organizations to develop support plans for customers and to, in general, ensure the support for partners is well represented.

-Liaise and work with system engineers, sales account managers, product support engineers and TAM team to ensure relevant information is shared and data regarding issues/defects is measured to determine business impact.

 

Some travel will be required to visit customer sites to address issues and to develop relationships.

 

Applicants must have a Bachelors level degree in Computer Science or Business Administration, though the equivalent experience will do, and at least 2 years of experience in a support role, dealing directly with customers. Must have solid knowledge and experience with security or backup software.,