Cisco Technical Account Manager - Cloud Security in Vancouver, British Columbia
Technical Account Manager - Cloud Security
Location: Vancouver, British Columbia, Canada
Area of Interest Customer Experience
Job Type Professional
Technology Interest Internet of Everything, Networking, Security, Software Development, Testing
Job Id 1274552
What You’ll Do
The Technical Account Manager (TAM) is the Primary Support contact for strategic Cisco Umbrella customers and partners.
The TAM provides invaluable technical guidance, support, and input to win new business and build strong, long term relationships.
The TAM partners closely with Technical Support, Marketing, Engineering, Product Management and other departments to ensure a clear understanding of the customer/partner environments, challenges and requirements.
The TAM will foster long term partnerships with customers & partners by aligning their business and technical goals with Cisco Umbrella’s vision, mission, and strategy.
The TAM defines and drives the technical account strategy with a deep industry and technical background, aligning with the Account Manager’s sales initiatives while advocating for the customer from within Cisco Umbrella.
Who You’ll Work With
Our team works with directly with our largest customers providing white glove customer support.
The Technical Account Management team is responsible for all technical aspects of support for the customer.
You will have the opportunity to influence how customers deploy and utilize Cisco Umbrella
Be the primary technical contact for strategic customers and partners
Ensure prompt and appropriate resolution of strategic customers’ and partners’ technical challenges
Provide training, consulting services and best practices to strategic customers, partners, and account managers
Coordinate with cross functional groups to identify challenges and recommend solutions in a prescriptive manner including best practices, feature requests, usage analysis, and customer feedback.
Provide clear and concise information regarding customer and partner accounts, needs and feedback to key stakeholders.
Develop an expert level understanding of OpenDNS features and benefits.
Identify and work with the Account Manager on cross sell and up sell opportunities”
Who You Are
You’ve got exceptional customer service and time management skills with the ability to multi task and a track record for delivering excellent results in a timely fashion.
You have a thorough knowledge of SaaS products and strong networking skills.
With these skills, you are able to communicate complicated problems to a diverse and possibly nontechnical customer audience effectively.
Strong background in the SaaS space
CCNA or higher
Strong understanding of basic office network environments including network security measures (e.g. firewall, proxy servers, anti virus, anti malware, spam.)
Strong understanding of common network protocols including TCP , UDP , DNS, DHCP , HTTP, FTP, and SMTP
BA/BS degree (or relevant work experience)
5+ years in customer facing Support, Professional Services, Implementation or Client Service role
Preferred Experience With Any/all Of The Following
Microsoft Active Directory
Microsoft Windows (current Microsoft supported versions)
Mac OS (current Apple supported versions)
Debian based Linux Distributions (current Debian or Ubuntu supported versions)
VMWare ESX/ESXi 4.1
20% Travel may be required
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