McAfee Inc - Proven Security

 

Platinum Support Account Manager

 
McAfee^® is the world's largest dedicated security technology company. McAfee delivers proactive and proven solutions and services that secure systems and networks around the world, allowing users to browse and shop the web securely. With our unmatched security expertise and commitment to innovation, McAfee helps home users, businesses, the public sector and service providers to comply with regulations, protect data, prevent disruptions, identify vulnerabilities, and continuously monitor and improve their security. Our products are unique in how they work together to make security affordable and manageable. These days, the threats are tougher, and the perpetrators are trickier. But as we have for more than 20 years, McAfee delivers superior protection that is trusted by millions of people.
 

• Manage our customers' technical support requests to ensure efficient resolution of issues by collaborating with Product Specialists, Tier III, Development and Support Management


• Leverage and involve any or all resources as required according to the severity of the customer's issues


• Ensure our compliance with Service Level Agreements as contractually documented for both Platinum and Gold Select Customers. These SLA's include, but are not limited to, customer status updates, issue escalation and the responsiveness of Product Specialists


• Serve as an advocate on behalf of our customers for issues requiring code fixes, patches or feature requests


• Follow all documented processes to ensure visibility of the customer's issue or request within the organization.


• Assist in maintaining efficient and effective communication between our customers and the Product Specialists.


• Responsible for all proactive communications regarding product and program information, supportability issues, and strategic product plans.


• Provide Platinum Support Customers with monthly/quarterly Executive Summaries and host a conference call for the customer and McAfee virtual team to discuss past or current support issues.


• Make onsite visits to Platinum Customers as defined in the Platinum Handbook. These visits will be forecasted and planned in advance utilizing the Customer Site Visit Manager website.


• Perform onsite Protection Analysis for the customer and make recommendations as to improvements for efficiency and supportability.

Must have documented experience on resume detailing work experience supporting McAfee products.

Minimum five years applicable experience in relationship/customer management in a technical environment with named or dedicated accounts.

Experience in management of technical projects requiring coordination of various resources for successful outcome.

Strong knowledge of security hardware, software, and management platform with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations is desired

Associates or Bachelors Degree, especially in computer science or a related field, is desired

Professional organization certifications in computing fields are highly desirable

Excellent written and verbal communication skills

Strong personal interaction, presentation and telephone interaction skills at the business professional services level

Strong personal computing skills in Windows 2000/XP and Windows Server 2003.

Ability to multitask and prioritize job requirements in a dynamic environment.

Strong knowledge of the McAfee Security product line.

CompTIA Security and/or CISSP Certification preferred and possibly required for continued employment

 
We offer a full range of competitive benefits to our full-time employees. Our extensive plan includes company paid Medical, Dental, and Vision coverage, Paid Time Off, paid Holidays, Stock Options, Flexible Spending Account, Educational Assistance Program, 401(k),  ESPP and more! Please visit us @ www.mcafee.com  or apply online @ http://www.mcafeecareers.com /
 
McAfee Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. McAfee Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.