Customer Success Account Manager

Main responsibilities:

• Build and maintain relationships with key customer contacts at the business level in alignment with Enterprise/Key Account Manager;
• Monitor customer satisfaction metrics and working to improve overall customer experience with Kaspersky products;
• Ensure successful implementation and usage of Kaspersky products;
• Work with customers to identify and implement opportunities for expanding Kaspersky product usage in alignment with Enterprise/Key Account Manager;
• Collaborate with customers to design and implement secure architectures for Kaspersky products;
• Work with customers to develop incident response plans and conduct tabletop exercises;
• Collaborate with Support Engineers to ensure alignment of security strategies with technical requirements;
• Manage requests of MSA customers to ensure efficient resolution of issues by collaborating with Support Experts and Support Management;
• Be principally responsible for the customer satisfaction with our support offerings with an emphasis on continued product/service usage;
• Serve as an advocate on behalf of customers for issues requiring fixes or feature requests;
• Act as a trusted advisor for customer, identify the needs of proactive work for the customer to reduce the risks of incidents or improve the quality of operation of Kaspersky products;
• Follow all documented processes to ensure visibility or the customers’ issues or request within the organization;
• Professionally maintain efficient and effective communication between customers, Support Experts and Management;
• Plan and conduct regular onsite visits to MSA Enterprise customers;
• Identify upsell and cross-sell opportunities and highlights them to Enterprise/Key Account Manager;
• Regularly provide information about the status of the support contracts of the attached customers and the operational state of implemented products to the line manager;
• Onboard new customers, introduce and describe to them all opportunities and limitations MSA support has, figure out the best communication scenarios that will be suitable for the customer;
• Interact and coordinate activities of support engineers working on client incidents, considering customer interests;
• Analyze the volume, composition and frequency of incidents to identify patterns and areas for optimization;
• Root cause analysis of incidents that cannot be solved for a long time;
• Provide customers with reports on work carried out and/or host a conference call to review past or current technical or support issues;
• Ensure compliance with Maintenance Service Agreements as contractually documented.

Main requirements:

Education/Technical Certifications:

• Completed degree or professional education in Information Technology, Information Systems or Computer Science field and/or the following industry certifications or similar/equivalent:

o CompTIA N+

o CompTIA Security+

o CompTIA Server+

o MCP: Windows Server 2008+ and Windows 7+

o RHCSA (Linux)

o ITIL foundation

Experience:

• At least 5 years’ experience in Customer Support or Professional Service;

• At least 2 years’ experience in renewal sales or in supporting renewal sales;

• Experience in IT Service Management, Customer Relationship Management, Contract Management;

Required Communication Skills:

• Professional level written and verbal communication skills;

• Advanced interpersonal skills;

• Advanced negotiation skills.

Business Expertise:

• Detailed understanding of IT industry in account management and service delivery functions;

• Understanding of circumstances in large enterprises;

Personal skills:

• Expert time management and prioritization skills;

• Problem solving & decision making skills;

• Critical thinking;

• Structured and process-oriented working style;

• Ability to own issue resolution, root cause analysis and remediation;

• Ability to work flexibly and on-duty hours;

• Travel readiness.

Languages:

• English
• Bahasa Indonesia