Support Account Manager

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Job Description:

Support Account Manager

If you are looking to energize your career, now is a great time to join Broadcom. As a leading provider of Data Center Storage Area Networking solutions and products, Broadcom helps organizations around the globe achieve their most critical business objectives.  Today, Broadcom is extending its proven data center expertise across the entire network with future-proofed solutions built for consolidation, virtualization, and cloud computing.

Role Summary

The Client Service Consultant functions as a member of the Brocade Global Support organization to provide overall account management and support for Brocade Premier Customers. Strong fault isolation and root cause analysis skills are required to diagnose and solve complex technical issues. Candidate will work hand in hand with the Brocade Support and Engineering teams, they need to have customer-facing skills, as they will be required to join conference calls or attend live troubleshooting sessions.  Support Account Managers are expected to be available nights and weekends to assist customers with their projects.

Main Duties

Support Account Management:

• Coordinate with Sales Channels as the focal point for all post-sales account related activities.

• Proactively engaging with customers to support their SAN infrastructure, understand current and future requirements, and successfully mitigate risk that arise from projects and events

• Schedule and provide regular Customer Operational Reviews to assigned Premier Accounts

• Directly manage any critical or high-visibility situations, project managing account recovery activities while delivering the appropriate ongoing status and post mortem documentation.

• Work closely with the customer to understand and document their SAN Fabric design and “end to end” interoperability matrix and future growth projections.

• Responding promptly to customer needs and actively engaging on all customer events as the lead on all customer communication

• Working closely with the customer to ensure accuracy of their inventory and assisting internal teams to secure support contract renewals and with the Sales Teams for  on-going account growth.

• Analyze, provide recommendations, and drive actions based on the reporting from a Customer Operating Environment

• Develop and maintain Brocade customer operational procedures documentation

• Knowledge of basic networking protocols and Ethernet Troubleshooting

• Maintain current industry trends, competition, and technical and product knowledge with respect to its value to Brocade customers. 

Other duties as assigned:

Schedule: Monday through Friday, occasional weekend or overnight hours and on-call as required

Desired Skills and Experience:

• BS degree in Computer Science/Electrical Engineering/Computer Engineering and equivalent work experience with 8+ years of experience in a senior client-facing role at a technology company; OR MS degree and 6+ years of relevant work experience

• In depth knowledge of networking technologies and protocols, and specifically storage area networking (SAN)

• Understanding of SNMP monitoring and management

• SAN domain experience required. Brocade associate and professional certifications are desirable.

• Customer focused with a record of accomplishment of developing successful relationships with external and internal customers.

• MS Office / Google Suite expertise.

• Record of accomplishment of successfully managing complex IT projects. Ability to rapidly adapt and adopt to new technologies

• Excellent customer communication (Verbal and Written), problem solving, planning and organization skills

• Works cooperatively with others as a teammate to achieve results, build morale, and ability to work cross functionally in a rapidly changing organization.

• Additional Language (Spoken business level) a plus

• Successful implementations of current generation SAN products, especially Brocade products

• Experience implementing and customizing monitoring tools and features in SAN products

• Experience with Open SSL and certificate implementation

• Experience with Linux and / or Windows server implementations

Physical requirements:

• Frequent use of mouse and keyboard

• Frequent phone usage

• Occasional lifting

Broadcom is proud to be an equal opportunity employer.  We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law.  We will also consider qualified applicants with arrest and conviction records consistent with local law.

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