Vaga de Technical Account Mgmt

As an Advanced Support Manager, you will need to build and maintain long-term relationships with our customers, as well as providing guidance to a team of Technical Account Managers and Advanced Support Engineers. This position requires both management skills to carry out day-2-day supervision of the team, as well as strong customer facing skills particular in the telco and large enterprise space when engaging with our customers. The position requires strong oral and written communication skills. Oral communication skills include the ability to speak clearly and persuasively, to listen carefully to ensure full understanding of the situation, and to respond well to questions when dealing with both positive and negative situations. All positions also require the ability to write clearly to provide full information as well as to understand and interpret written information. For this position, you have to demonstrate experience in participating in the post-sales support escalation processes, which includes pre-sales experience, as well as strong customer facing skills particular in the telco and large enterprise space. Key Responsibilities: Provide first level supervision to a team of Technical Account Managers and Advanced Support Engineers managing workload, response, resolution and quality Assist with the recruitment process by conducting interviews and ensure new hires are onboarded successfully, provide ongoing mentorship, guidance and conducting weekly 1-2-1 sessions, PDP guidance and completion of reflect. Monitor and manage support queues and escalate issues as necessary Responsible for operational excellence utilizing tools available such as the Ops dashboard and being ahead of performance and KPI measurements such as SLA violations and call answer rates Perform case reviews and provide feedback to the team ensuring there is continuous improvement Responsible for onboarding of new customers, explaining the service purchased and continually driving value through service points consumption to ensure a successful renewal Be flexible to work with the Sr. Manager, Advanced Support on higher priority tasks Improve productivity by highlighting deficiencies and recommending changes in methods, processes and tools. Manage customer escalations; follow up with customer satisfaction surveys. Highlight serious issues and bugs to engineering and escalation teams for resolution. Ensure TAMs and ASEs have the proper training, tools and environment according to business needs Strong troubleshooting and problem solving skills Previously worked in a technical support position with the telco and large enterprise space. Demonstrated leadership skills Participate in customer conference calls or face to face customer meetings to discuss technical issues and ongoing projects Review bug-scrub, upgrade test and best practices documents created by the TAMs and ASEs for their Premium customers Skills and Attributes Requirements: Energized by making customers happy and successful Translator between business, technical, and sales people Excellent organizational, analytical and negotiation skills Effective communication and customer management skills Excellent written and verbal communication skills Driven to create success in a hopeless situation, through brilliant problem solving, communication, and relentless persistence Able to perform well in the face of tight deadlines and tough technical and organizational challenges Steadfast and calm in explosive situations Previous call center experience, preferably supporting data networking products and/or security products is desirable. Educational and Experience Requirements: Minimum of 6-8 years of experience in a high technical support/post-sales role At least 2+ years experience with direct customer interaction, preferably in a supervisory role Bachelors degree in Computer Science, Software Engineering or related field, or an equivalent combination of training and experience is desirable Fortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments. Fortinet ranks number one in the most security appliances shipped worldwide and more than 500,000 customers trust Fortinet to protect their businesses. We are committed to providing reasonable accommodations for all qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact us at Fortinet is an equal opportunity employer. We value diversity in our company, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, military/veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying.