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The Technical Account Manager (TAM) is a technical resource who advocates for designated customers and ensures customers' needs are known and managed across all offerings, including services, training, support, and product development. The TAM prioritizes customers' technical issues and communicates those priorities to support; communicates the status of services projects; conveys the needs and urgency of RFEs to product management and contributes to the product roadmap. You will provide customers with status updates of open tickets and development/services projects; the upcoming release schedule; issues trending; upgrade recommendations; and guidance through early access/beta programs. This role will also require periodic onsite visits.
Manage overall relationships with assigned end-users, including increasing adoption, and ensuring retention, and satisfaction. Provide project leadership for customers' major FireMon programs. Work with FireMon's project teams, including Customer Support, R&D, Product Management, and Sales, on customers' technical issues and projects. Maintain current functional and technical knowledge of the FireMon product line. Provide hands-on customer support with initial troubleshooting, upgrades, database query' management, routine system health checks, watchdog monitoring, and adding/removing user access, devices, and zones/subnets for FireMon Product Suite. Manage competing requests across simultaneous client engagements. Provide clear and constructive product feedback to FireMon product management teams based on customer requirements. Document best practices in developing and deploying FireMon solutions in the customers' environments. Be a technical resource for 'best practice' and other customer questions, identifying alternate technical solutions to customers'business problems. Partner with Account Owners to manage customer expectations in situations where customers' demands cannot be met. Partner with Account Owners to ensure a comprehensive view of customer health throughout the customer cycle. Maintain multiple technical certifications and gain at least one new certification annually.
Install software and optional hardware through online sessions or onsite work. Provide training to end users to ensure their primary objectives for the product purchase are met. Verify that core functionality is operable and troubleshoot any issues that arise. Be able to describe and articulate customer problems in Support tickets and provide all information required from the customer. Triage customer support tickets by monitoring them, escalating them if necessary, ensuring that the issue is resolved or documented and relayed to the customer in a timely manner. Be able to communicate clearly, accurately, and empathically, both orally and in writing.
Set up channels for open communication, clear expectations, and trust in your teammates via email/slack/meetings/documentations. Contribute to team’s success (not only individual success). Help your team members achieve their individual goals. Help your team members become subject experts. Develop a plan of action prior to Customer Meetings. This requires understanding the customer’s network infrastructure, the deployment of FireMon products in their environment, keeping notes on customer’s progress and updating customer regularly on their support issues. Manage your customers’ meeting schedule. This requires setting up clear expectations about the meeting and preparing the action items for the meeting to make the best use of meeting time.
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