Manager - Premier Support TAM Team- Remote or Cork, Ireland
With employees located around the world, One Identity, a Quest Software business, is a global leader in the identity governance and administration (IGA), Active Directory account Lifecycle management and privileged access management (PAM) markets. We help organizations establish an identity-centric security strategy. Our high-energy, talented team enjoys the flexibility of working remotely or in our regional offices - or a combination of remote and on-site. One Identity’s values and company goals are focused on delivering positive results and innovative solutions to our customers. Your career at One Identity starts here. Read on to learn more.
A challenging career opportunity is open for a versatile leader with a vision for creatively using proactive support, knowledge sharing and business acumen in the global, rapidly-evolving shared services support organization. This role engages with senior leaders in support while interfacing with business unit leadership to help guide the best possible customer experience. You will help design and develop strategic zero demand initiatives that improve the bottom line, provide more value to customers via proactive support to accelerate maintenance revenue growth, ensure effective service delivery, and expedite Quest’s business transformation.
Manage a team of Technical Account Managers (TAM’s) that work closely with the business process owners, administrators and technical resources to ensure overall customer satisfaction and will provide proactive assistance on support cases, help manage open issues; host regularly scheduled meetings as needed to review past, present, and future support activities and status of any current issues; provide quarterly problem management reporting and reviews.
The TAM will work closely with the Account Management and Partnerships team, comprehend the business priorities and technical environments of strategic customers and partners, as well as develop close relationships with customers and partners. Provide complex, consultative technical support to mid-size and enterprise clients for one or more of Quest products to provide unrivalled, timely technical support for Quest customers and prospects consistent with technical support values.
-Be the leader of the cross functional “SWAT” team who are solely focused on solving the customers’ issue(s) as swiftly and with as high quality as possible.
-Attracts, hires, retains, organizes, develops, manages, recognizes, and rewards a motivated workforce capable of achieving short and long-range business objectives within company policies and procedures.
-Leads and participates in working with other Quest departments to provide proactive, responsive, and timely solutions to customer and product issues.
-Leads and participates in the management of customer case escalations.
-Participates as a proactive member of the Quest management team by setting high standards throughout the Technical Support department and contributes to the company as follows:
-Meets or exceeds short- and long-term global operating results.-Takes accountability and resolves any issues preventing the achievement of timely, quality, and cost effective results.
-Takes strategic risks toward achieving operational excellence.
-Maintains high standards of excellence and strong work ethics.
-Ensures appropriate systems, policies, budgets, controls, and procedures are in place to support sound, legal practices in support of the strategic direction of the business.
-Prior Technical Support Management, Technical Account Management or Customer Success experience or proven track record in team leading or managerial role in a fast paced highly technical environment.
-Be familiar with Support methodologies and a proven track record of high performing technical service-orientated teams.
-Demonstrated experience in building and growing Support Account teams.
-Prior customer facing role with good interpersonal skills (written and spoken)
-Experience of managing or leading teams across multiple countries
-Ability to work flexible hours
-Ability to travel for customer and office visits
-Technical writing skills
-+5 years experience in Security Solutions, background and knowledge of Identity Manager solutions and PAM solutions
-Knowledge of and experience with Support delivery tools such as Siebel CRM, OBIEE Analytics, SalesForce.com, Oracle Financials, LiveHelpNow Chat, GoToMeeting and WebEX
At Quest, we create and manage the software that makes the benefits of new technology real. Companies turn to us to manage, modernize and secure their business, from on-prem to in-cloud, from the heart of the network to the vulnerable endpoints. From complex challenges like Active Directory management and Office 365 migration, to database and systems management, to redefining security, and hundreds of needs in between, we help you conquer your next challenge now.
We’re not the company that makes big promises. We’re the company that fulfills them.
We’re Quest: Where Next Meets Now.
Why work with us!
-Life at Quest means collaborating with dedicated professionals with a passion for technology.
-When we see something that could be improved, we get to work inventing the solution.
-Our people demonstrate our winning culture through positive and meaningful relationship.
-We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential.
-Our team members’ health and wellness is our priority as well as rewarding them for their hard work.
Quest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Come join us. For more information, visit us on the web at http://www.quest.com/careers.