Customer Success Account Manager

Kaspersky

The Customer Success Account Manager (CSAM) is responsible for the relationship with assigned number of corporate customers at the technical level and for the escalation management.

CSAM increases customer satisfaction and loyalty to the company, enhances efficiency of Kaspersky product usage by our customers, improves security posture of customers through effective IS consulting and guidance as well as builds and maintains relationships with key customer contacts at the business level.

Responsibilities:

• Provide technical support to customers under MSA support contract, and/or standard support;
• Build, maintain good working relationship with assigned MSA accounts, and ensure their satisfaction with Kaspersky support and products;
• Accountable for the renewal of MSA contracts and growth of new MSA customers together with sales team;
• Take initiative on technical skills, self-learning and development towards obtaining Kaspersky Certifications;
• Apply system analysis techniques and procedures and consult with end users to diagnose product and system issues, and determine appropriate system configurations and specifications to optimize usage of Kaspersky products;
• Resolve, manage, escalate, and drive satisfactory resolution of customers technical support issues based on Kaspersky products and technologies;
• Communicate progress on a regular basis to stakeholders in the customer/partner organizations for normal and escalated technical issues;
• Understand customer business requirements so as to recommend improved software settings/tasks/policies, or hardware upgrades for effective operation of Kaspersky applications;
• Comply with the technical support workflow/processes as prescribed by HQ;
• Proactively contribute to the enrichment of our Knowledge Base;
• Deliver Kaspersky Professional Services for Kaspersky Solutions to B2B clients (this includes but not limited to implementation, training, configuration, migration, health checks, project management);
• Deliver consultative-based knowledge transfer and documentation to Kaspersky s clients;
• Monthly reporting to MSA Client and management;
• Be the technical support representative in the home country, taking ownership for customer/partner support escalations, and drive issue resolution using established processes and procedures in a timely manner.

Required Communication Skills:

• English verbal communication skills at the professional level;
• Written English communication skills at the professional level;
• Ability to engage effectively with clients at the senior technical and middle management levels;
• Strong interpersonal and negotiation skills.

Required Technical Skills:

Advanced:

• Microsoft OS (Server 2019+ and Windows 10+), MS Certified is an advantage;
• Linux OS (Ubuntu, CentOS);
• Enterprise Networking Technologies (eg. TCP/IP, DNS, Firewall, Active Directory);
• Virtualization environments (VMware EXSi, Hyper-V);
• Troubleshooting skills including the ability to analyse logs, traces, and dump files (Wireshark, Windows Logs, Windows Performance).

Intermediate:

• MS SQL and MS Exchange;
• Web and Messaging Systems.

Optional:

• Kaspersky product certifications;
• CompTIA CASP+.

Education / Technical Certifications:

• Completed degree (BS) in Information Technology, Computer Science or equivalent;
• 7+ years of experience in IT industry; 4+ years of experience in IT security;
• MCP or equivalent : Windows Server 2019+ and Windows 10+;
• CCNA beneficial;
• VMware EXSi;
• Linux.

* Candidate will be required to pass Kaspersky Internal core certifications within 3 months after on-boarding.

Other Required Skills:

• Positive attitude in taking on ownership for issue resolution, root cause analysis, and remediation;
• Analytical Troubleshooting Skills;
• Ability to articulate issues clearly, communicate next steps with confidence;
• Sound decision making and critical thinking skills;
• Good time management, organization and prioritization skills.