Technical Account Manager Job Description:
The Technical Account Manager plays a pivotal role in ensuring the success and satisfaction of key customers with Fortinet products and services. As a primary technical contact, you will work closely with clients to understand their needs, address technical challenges, and advocate for their success within the organization.
Key Responsibilities:
* Client Relationship Management:
o Act as the single point of contact for designated clients in the post-sales phase.
o Maintain robust relationships with assigned clients.
o Gather a thorough understanding of each client's business and technical requirements.
* Technical Support:
o Deliver expert technical support and troubleshooting for assigned clients.
o Conduct in-depth troubleshooting across a range of products.
o Take proactive ownership of customer incidents.
* Proactive Account Management:
o Implement various proactive measures to maintain a stable and reliable customer network.
o Provide clients with strategic recommendations based on their usage patterns.
o Anticipate and mitigate risks by analyzing potential problem areas.
* Escalation Management:
o Act as an escalation point for critical technical issues.
o Drive critical incident management by collaborating with internal teams.
* Feedback Loop:
o Collect customer feedback and insights to inform internal teams of customer needs.
* Documentation:
o Record accurate and detailed records of client interactions.
Required Skills and Qualifications:
* Bachelor's degree in computer science, engineering, or a related technical field.
* 6+ years of experience in a technical support, account management, or similar client-facing role.
* Strong understanding of data networking protocols, network security technologies, routing, and switching.
* Excellent verbal and written communication skills.
* Proven problem-solving skills including configuration analysis, detail log analysis, packet trace analysis.
* Demonstrated commitment to delivering outstanding customer service and support.
* Ability to work effectively within a cross-functional team.
* Experience in face-to-face and remote customer management.
* Prior experience working on Fortinet products is advantageous.
* Certifications such as CCNA, CCNP, CCIE, CISSP, and ITIL are beneficial.
* Fortinet certifications on NSE4, NSE5, NSE7, NSE8 are highly valued.
* NV1 or NV2 level clearance.
Why Join Our Team?
At Fortinet, we value diversity and inclusivity. We encourage applications from diverse backgrounds and identities. Explore our welcoming work environment designed for a rewarding career journey with an attractive total rewards package to support your overall health and financial well-being.