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SECURITYFOCUS JOBS - NEW OPPORTUNITY
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JOB DESCRIPTION
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Position: Account Manager
Location: Atlanta, Georgia, United States
Type: Permanent F/T
Closing Date: 2008-05-19
Position- TRUSTED ADVISOR
* Open to any of our locations
Headquartered in Atlanta, with offices in Myrtle Beach,
Charlotte, and Chicago, SecureWorks is the fastest-growing
Internet security service in the world. SecureWorks is 79th
on the Inc 500 list of fastest-growing privately held
companies in the United States. Deloitte and Touche
recognized SecureWorks as the 39th fastest growing high-tech
firm in the nation. Additionally, SecureWorks has achieved
prestigious awards and certifications by The NSS Group and
Secure Computing magazine. http://www.secureworks.com
Provide accurate and timely solutions for a moderate to
complex scope of customer and/or systems software issues to
ensure customer satisfaction. Activities include responding
to, researching, and resolving service requests for
SecureWorks customers via incoming telephone calls, call
backs, and/or escalations. Document all communications with
customers. Work in a team environment with guidance from
other team members, Security Analysts, and management.
Trusted Advisor will provide technical support to
SecureWorks Account Management team as needed to support
named client list. Duties also include assisting Named
Clients with project management for MSS related objectives
and delivering quarterly Trusted Advisor presentations to
Named Account clients either in person or remotely.
Advises named client contacts on current security trends,
risks and vulnerabilities. Provides technical assistance to
the Account Management team. Responsibilities also include
direct communication with high level executives and security
professionals. Responsible for the preparation of quarterly
reports to highlight the value of SecureWorks Managed
Security.
Candidates must possess strong written and verbal
communication skills. Significant experience in a network
security environment is required for this job, as is account
or product management experience. Working knowledge of
firewall technologies is desirable; documenting all
communications with clients is required. A passion for
client service contributes to the employee's overall success
in TA role. Ability to work in a team environment with
little direction from management.
Key Responsibilities:
• Responsible for acting as Trusted Advisor to a
select group of clients as their primary contact.
• Maintain intimate knowledge of current security
trends and be able to clearly communicate them to our
clients.
• Provide project management assistance to Named
Account Clients.
• Work with associated Account Manager to maintain
account control and assist with technical escalations.
• Provide content for quarterly trusted advisor
calls and present to Named Accounts either in person or via
teleconference.
• Manage difficult client situations in a business
manner with an emphasis on client satisfaction
• Document all communications with clients and
interdepartmental SecureWorks constituents related to
outstanding technical issues
• Keep clients abreast of problem status, set clear
expectations, provide timely follow-up to clients, and
independently handle challenging client situations on a
daily basis. Mentor/coach and or assume responsibility for
in extreme client satisfaction circumstances.
• Maintain knowledge of outstanding development
issues and communicate development roadmap to Named Account
clients as appropriate.
• Conduct web portal training for Named Account
team members.
• Participate when needed in internal planning
sessions and provide feedback for service enhancements from
Named Account client base.
Skill Requirements:
• Ability to apply very good technically oriented
concepts to problem solving.
• Excellent telephone/client service skills.
• Very strong written and verbal communications
skills.
• Strong typing skills.
• Work effectively across functional teams.
• Fundamental understanding of security
technologies
• Ability to manage and prioritize multiple tasks
and projects and assist/advise support engineers in
establishing appropriate priorities
• Attention to importance of arriving to/from work
on time
• Ability to demonstrate client empathy and manage
escalated client satisfaction issues and advocate clients'
needs while maintaining company position.
• Self-starter; ability to motivate others
• Occasional travel to client sites
JOB REQUIREMENTS
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Knowledge Requirements:
• 4-7 years work experience in a technical client
service role.
• One to two years experience in a mentoring and/or
supervisory role.
• Detailed knowledge of security technologies and
trends.
• Work experience with internetworking technologies
and protocols including TCP/IP and routers (i.e. Cisco
products)
• Working knowledge/experience of network systems
security principles and applications
• Expert knowledge of client service principles and
commitment to client service required
• Check Point CCSE, Juniper Networks JNCIS-FWV or
Cisco CCSP or GIAC GCFW preferred.
• Expert knowledge of general software and internet
applications.
• Fundamental understanding of the defense in depth
strategies.
Qualifications:
• Bachelor’s degree or equivalent
experience (4-6 years) demonstrating very strong client
service skills, detailed hands-on technical internetworking
expertise, juggling multiple tasks and projects, managing
high pressure situations, taking initiative to resolve
technical and personnel issues, and promoting a team
environment. Experience in the Managed Security Services
field preferred
CONTACT
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Please apply online at
Www.SecureWorks.com
Please email resumes to
lhumphries secureworks.com
SecureWorks
Leslie Humphries
Human Resources Manager - Generalist & R
Lhumphriessecureworks.com
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SECURITYFOCUS JOBS
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