What are we looking for
The Senior Manager, TAM is responsible for daily operations, coaching team members to achieve their professional goals (based on each member's strengths and skills), and assuring TAM customers highest satisfaction and level of service. You will create and maintain long-term relationships, and you will also manage complex implementations, onboarding projects, consulting assignments and technical escalations, whilst working closely with several of our teams, including Dev, Product, Security, Sr. Management, Support. You will become a technical authority for S1 technology while constantly improving best practices for our solutions and services in APJ.
- Direct oversight of teams daily operations
- Coach mentor and guide individual team members to drive the success
- Assure wellbeing of every team member
- Work with team leadership to innovate, build, and develop new and efficient processes
- Assure a high level of service delivery
- Develop and maintain teams level of knowledge in order to keep up to date in this forever evolving space
- Encourage proactivity and creativity
- Deliver professional and technical account management services following the best practices and established procedures through proactive communication, strategic advisory, technical project management, service reviews, escalation management, training and more
- Hands on technical work with assigned customers
- Lead complex implementation and onboarding projects for S1 products and services
- Identify and/or develop upsell opportunities
- Work to evaluate a customer's environment and architecture to deliver the appropriate design and integration solution while maintaining a high satisfaction rate. This includes, but is not limited to, evaluating customers business needs, infrastructure, security and compliance requirements
What will you do
- Immediate engagement with customers upon need whilst providing efficient and effective troubleshooting
- Assure all tickets are properly documented and researched properly
- Debrief situations upon need, make sure the lessons learned are implemented in future engagements
- Assure high CSAT score
- Encourage proactivity and accountability, keeping all systems up to date
- All operational KPIs should be met
- Represent SentinelOne in a professional manner
- Monitor surveys and engage with every dissatisfied customer
- Educate for efficient work, assure all team members are familiar with all working procedures
- Have periodic meetings with your customers and assure high customer satisfaction
- Coach engineers on best practices to improve efficiency, time management, professionalism and company values
- Periodic review of the team KPIs, make sure every team member is aware of their status and what has to be improved or maintained
- Demonstrate a can-do approach, take ownership of large scale projects from start to finish
What skills and knowledge should you bring
- Bachelor's degree with at least 5-8 years of experience in a customer-facing role and at least 3 years of experience in managing TAM teams
- Excellent verbal and written communication in English
- Innovative approach, strong self-awareness
- Network or Endpoint Security background
- Knowledge of cybersecurity & vulnerabilities
- Experienced with cloud technologies
- Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
- Experience with support tools including ticketing and knowledge management
- Exceptional analytical, strategic, and problem-solving skills
