Dedicated Technical Account Manager

Dedicated Technical Account Manager

Germany Off-Site North Rhine-Westphalia | Full time

Discover You

At Trend, we are always looking for top talent. We hire capability 1st, and you will work with the best. When you join us, you have direct access to any level, and freedom to make an impact and influence.  With Trend Micro, you drive your own development.  You are recognised for your passion to succeed, and can be the best part of yourself here.

Discover your next exciting career opportunity….

Hybrid role 50% remote, 50% onsite in Bonn - resident in Bonn preferable

The role:

We are seeking a dedicated and dynamic Technical Account Manager to join our team and help drive exceptional customer experiences across the post-sales lifecycle. In this role, you will play a critical part in ensuring customer satisfaction, retention, and growth by providing proactive support, strategic guidance, and personalized solutions. You will also offer technical guidance and enablement to facilitate product adoption, ensuring our customers can fully leverage our products and services. This role will be dedicated to a small number of customers with complex environments, allowing you to provide tailored and focused support.  If you are passionate about Customer success and have a proven track record in post-sales support and technical adoption, we would love to hear from you.

Overview:

The Technical Account Manager (TAM) is responsible for proactive technical support for Trend Micro's Managed Service premium customers, managing the customers’ accounts for their technical and security needs.

Key Responsibilities:

• Passionate about customer success, providing proactive regular health checks, sharing threat intelligence reports and sharing best practice

• Build a strong relationship with our customers

• Onboarding new customers to Trend platforms, including Vision One

• Being a customer advocate, representing the customers needs internally

• Provide guidance, consultancy, technical support, and problem resolution to key customers/channel partners during onboarding and implementation projects.

• Providing account management by proactively supplying customers with technical updates, monthly/quarterly case reviews, threat assessment/advisories for proactive risk protection, training customers on product & threat, providing notifications on enhancements/bug-fixes

• Escalate, manage and progress technical support cases where appropriate

• Work closely with account managers to identify expansion opportunities and risk

• Present to all levels of a customer organisation right up to C-level and ability to run POC on Trend Micro solutions and products

• Contribute to customer support improvement initiatives and project

Our Ideal Candidate:

• We are looking for a candidate with drive, enthusiasm, with a strong work ethic and a desire to learn and develop their career within cyber security!

• Ideally with 3+ years experience in post-sales technical support, technical account management or a related field

• Practical knowledge of Linux, Windows and networking.

• Good interpersonal skills and customer service oriented.

• Good problem-solving skills with a strong attention to detail

• Comfortable working in a fast-paced, high-pressure environment under minimal supervision to provide detailed technical knowledge of Trend Micro software products

• Be resourceful, self-managed, energetic, friendly and have excellent communication skills

• Strong in documentation and process methodology.

• Technical Certification in IT, Networking and Security will be an advantage.

• Technical skills in: Red Hat OpenShift Container Platform, Kubernetes (Pods, Services, Deployments, ReplicaSets, StatefulSets)

• Hands on experience with Terraform CLI (managing infrastructure in a cloud environment)

• Hardware maintenance & troubleshooting

• Hardware cluster management

• The ability to obtaining a security clearance is needed

• Fluency in written and spoken English and German

#LI-CM1

At Trend Micro, we embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. We like to have fun while taking our culture seriously. We are an equal opportunity employer and are committed to this regardless of race, colour, religion, sex, nationality, age, citizenship, sexual orientation, marital status, gender identity or veteran status. We do not allow discrimination or harassment of any kind.