Summary: As a Support Account Manager on a 12-month initial fixed-term contract, you will provide high-level support to strategic customers of a leading cybersecurity platform. Your role will involve overseeing technical support for security products, ensuring customer satisfaction, and aligning solutions with business goals. The position requires a blend of technical expertise and strong business acumen, with a focus on customer success. SC Clearance or eligibility for SC Clearance is required due to potential public sector projects.

Key Responsibilities:

• Provide high-touch, personalized support tailored to customer needs.
• Lead discussions to resolve technical challenges and ensure successful platform adoption.
• Align security solutions with customer business and security priorities.
• Generate weekly status reports and present root cause analyses for technical issues.
• Conduct weekly, monthly and quarterly reviews to showcase the value of the security solutions.
• Collaborate with account teams to identify service expansion opportunities.
• Use data to assess customer health and pre-emptively address technical risks.
• Act as a liaison, ensuring quick resolution of high-priority issues.
• Keep customers informed of product updates and feature enhancements.

Key Skills:

• Working in a Support Management or Senior Escalation Manager roles.
• 3+ years in technical support or service delivery roles, providing guidance across multiple customer levels.
• Prior experience of working as a Support Engineer.
• 3+ years working with large enterprises or Fortune 500 companies.
• Experience with network security technologies like Firewalls, cloud security, SASE, or endpoint protection.
• Ability to translate business objectives into actionable outcomes.
• Strong ability to engage key stakeholders and build long-lasting customer relationships.

Salary (Rate): £75k

City: undetermined

Country: United Kingdom

Working Arrangements: remote

IR35 Status: fixed-term

Seniority Level: Mid-Level

Industry: IT