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Job Description:
An exciting opportunity exists in our Premium Support group for a Manager of our Technical Account Managers. The person in this role will be responsible for day-to-day management of our Technical Account Manager (TAM) team both local and remote while ensuring superior customer service and product issue resolution.
Essential Responsibilities:
-Manage resource scheduling and talent development and acquisition among the team
-Provide guidance to team members and manage customer escalations
-Establish and implement processes and procedures to drive world-class customer support through our Premium Support Services
-Manage to current and new metrics and ensure all service levels are met
-Maintain high level of technical competence on NetScout products and related technologies
-Work closely with sales and customers to continuously grow the business via new account sales and renewals
-Generate standard reporting and presentations
-Ensure critical issues and customers are tracked, escalated, and resolved quickly and accurately
-Direct or provide communication with customers
-Guide critical incidents through resolution
-Ensure that consistently increasing value is added to this service
Requirements:
-Degree in computer Science or related technology
-CCNA and or Linux Administrator Certification
-7 plus years experience in a technical support environment
-Minimum of 3 years Supervisory or Management experience
-Strong customer focus and service-oriented approach
-Expert level experience with networking products and applications
-Strong problem solving skills and experience in troubleshooting complex network issues
-Proven ability to successfully work well on critical issues in intense situations
-Strong attention to detail
-Superior organization and time management skills
-Strong process and metrics background with a focus toward driving improvement
-Proven ability to work under pressure and time constraints
-Recognized talent in leading teams, mentoring, and fostering collaboration
-Strong oral and written communication skills
-Proven ability to interact with all levels of work-force through executive level
-Established experience in building strategic relationships
Additional Information:
The people behind our products are responsible for our company's success, and we take your career ambitions seriously. As a NetScout Systems employee, you'll enjoy a generous benefits package, including a liberal vacation policy, matching 401k plan, tuition reimbursement, medical, dental, domestic partner benefits, company-paid life insurance, short and long term disability and AD&D. We also offer both a Flexible Medical and Childcare Spending Account.
Application Instructions:
For immediate consideration, please apply by clicking on the below button, "Apply Online", or visit our Web site at www.netscout.com.
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