As a Support Service Account Manager, you will be responsible for developing strong relationships with our Premier Support Customers and Partners, connecting with key business executives and stakeholders. In this role, you will liaise with cross-functional internal teams, including Premier Technical Support, Product Management, Engineering and Sales to improve the entire customer experience.

Responsibilities

• Be the primary point of contact and build long-term relationships with our Premier Support Customers.
• Develop a trusted advisor relationship with our Premier Support customers, and internal teams.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Forecast and track key account metrics.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Responsible for keeping Premier support clients satisfied and delivering exceptional client service on a day-to-day basis.
• Monitor and analyze Premier Support customer's cases and data.
• Responsible for working with the Sales team to onboard and integrate new Premier support clients and developing existing Premier support customer relationships.
• Ensuring our internal service teams are adhering to defined SLA and SLO agreements.
• Assisting with resource scheduling.
• Assigning and tracking remote implementations.
• Scheduling stakeholder meetings and facilitating communication between different departments.
• Managing project management documents such as project plan, budget, schedule, or scope of statement, as directed by the project manager.
• Executing a variety of project management administrative tasks.
• Support team members.

Required Qualifications:

• Proven account management or other relevant experience.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.
• Proven ability to manage multiple projects at a time while paying strict attention to detail.
• Excellent listening, negotiation and presentation skills.
• Excellent verbal and written communications skills.
• Bachelor's Degree in appropriate field of study or equivalent work experience.
• Self-motivated and able to thrive in a results-driven environment.
• Natural relationship builder with integrity, reliability and maturity.
• Ability to prioritize among competing tasks.
• Critical thinking and problem-solving skills.
• 2 plus years with account management.
• Working on PM certification.

SonicWall is an equal opportunity employer. 

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