The Security Consultant acts as a dedicated customer focus for premium customers and will require a close liaison with all internal teams. The role collaborates, communicates and coordinates with customers, Product Specialists, SEO, Development and Management as required to ensure customers’ satisfaction.
Experience, Knowledge and Skills
Essential:Escalation management experience Evidence of strong problem solving skill and motivation Can demonstrate initiative & assertive drive Strong case management skills Demonstrate energy for customer satisfaction Knowledge of current Microsoft Operating Systems Knowledge of security tools and technologies Knowledge of Firewall, VPN, TCP/IP networking protocols Experience in managing technical projects Ability to identify critical situations and to communicate them to others Ability to multitask and prioritize job requirements with minimal supervision Strong presentation and negotiation skills
Excellent Analytical skills
Desirable:Senior experience of customer relationship management / presales or consulting Computer Security experience / Qualification Multiple level communication skills (technician to C level) Project management experience CompTIA Security
Business Development experience – either as contributor or Manager
Monitor and manage each of their customers’ issues daily with emphasis on progressing cases towards resolution and having the appropriate resources involved
Represent customers’ interest when they need a patch, hotfix or FMR at all levels within our organization
Provide customer with proactive communication regarding program information, supportability issues and strategic product plans.
Ensure internal and customer service level agreements are met for all issues
Assist in maintaining effective and efficient communication between customers, sales, management, and Product Specialists
Provide customers with monthly and quarterly Executive Summary Reports and host conference calls as needed for the customer and virtual team to discuss past or current issues. Work with the customer during these sessions to establish customer agreement with severity and impact assigned to issues.
As a global leader in innovation and new technology, my client fosters a collaborative, supportive, and a boredom-free environment where the brightest minds in the world come together to achieve exceptional results