Support Account Manager Resume Sample
Karlee Schultz
763 Gideon Lane,
Chicago,
IL
+1 (555) 368 4055
Work Experience
Support Account Manager
03/2016
-
PRESENT
Houston, TX
- Deeply understand customer business strategies, challenges and IT landscape. Possess the ability to deliver business value by aligning ServiceNow solutions to address the customer’s short and long-term support needs
- Coordinate internal resources, including technical support, professional services and management resources in order to meet account performance objectives and customers’ expectations
- Ensure the management and delivery of support related communications, setting and communicating correct support expectations and processes
- Responsible for arranging and leading recurring customer meetings, acting as a single point of contact for critical or escalated issues, regularly interfacing between customer staff, VMware Global Support Services and VMware Engineering teams and management on behalf of their assigned customer(s)
- The SAM aligns support activities with best practices to resolve issues before they affect customer operations
- These proactive support activities include
- Personalized Service (Approximately 33% of time)
- Provide informed strategic planning, storage support best practices and upgrade advice
Technical Support Account Manager
10/2010
-
09/2015
Dallas, TX
- Understands the customers' environment and apply NetApp knowledge to improve the overall support experience
- Conduct regular operational service reviews and provide customer-tailored best practice recommendations
- Centralized Support Management (Approximately 33% of time)
- The SAM is strategically positioned to review and oversee all of assigned customers' NetApp support activities, enabling maximum efficiency while minimizing risk
- During any critical events, the SAM facilitates issue resolution and ensures effective communication, from customer storage administrators to high level management
- Customized Proactive Care (Approximately 33% of time)
- Through a combination of expertise, analytics, tools and a deep understanding of customers' operating environment, the SAM consults and provides deliverables aimed at mitigating risks and ensuring stability of the NetApp Solution
- The SAM influences customers to adopt best-practices by regular tracking of preventative remediation actions derived from recommendations
Lead Enterprise Support Account Manager
05/2004
-
07/2010
San Francisco, CA
- The SAM educates the customer, as required, about the various tools available on the NetApp Support Site and helps deepen their understanding of NetApp products
- A SAM at this level typically focuses on Global Enterprise Customers & Select Enterprise Accounts
- Good written and verbal Japanese communication and negotiation skills
- Good writing and reading English skills
- Good interpersonal communication and coordination skills are needed in order to work successfully with customers in high stress and or ambiguous situations
- Overall Work experience of 5 to 10 Years in Technical domain
- Responsible for generating, analyzing and reporting customer data from various enterprise sources
- Maintain customer install base information in NetApp system of record up to date
- As needed, partner with lead SAM to conduct regular operational service reviews and provide customer-tailored best practice recommendations
Education
Heidelberg University
1999 - 2004
Engineer's Degree in Computer Science
Professional Skills
- Strong customer advocacy and relationship building skills
- Very strong customer service and facing skills
- Strong personal computing skills in current Windows endpoint and server operation systems
- Excellent team work and collaboration skills with the ability to work cross functionally in a rapidly changing organization
- Attend available internal certification programs (at all levels) including soft skills
- Programming experience is beneficial, particularly Java, .NET, and/or C
- Leading Continual Service Improvement efforts experience
How to write Support Account Manager Resume
Support Account Manager role is responsible for customer, interpersonal, english, training, technical, drive, presentation, technology, security, german.
To write great resume for support account manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Support Account Manager Resume
The section contact information is important in your support account manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Support Account Manager Resume
The section work experience is an essential part of your support account manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous support account manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular support account manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Support Account Manager resume experience can include:
- Proven ability to manage complex, high pressure situations, staying focused on the right priority and effectively handle time-management
- Strong Microsoft Office skills (Excel, PowerPoint …)
- Excellent written and oral communication skills in English and Spanish language
- A solid track record of (key/support) Account Management experience
- A solid track record of (key/support) Account Management experience or Customer Success Management
- Strong technical background, with previous experience in enterprise mobility and / or desktop technology
Education on a Support Account Manager Resume
Make sure to make education a priority on your support account manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your support account manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Support Account Manager Resume
When listing skills on your support account manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical support account manager skills:
- Proven Account Management skills in creating, maintaining, and enhancing customer relationships
- Strong interpersonal skills (externally and internally)
- Relevant experience is required. Prior experience in a Support role is desired
- Excellent communications skills - written, verbal, and presentation
- Virtualization and clustering Demonstrated Time Management Experience with data protection, data archive, and data replication
- Demonstrated experience with DNS and DHCP, IP address management, SNMP, network monitoring tools and virtual machines
List of Typical Experience For a Support Account Manager Resume
1
Experience For Technical Support Account Manager Resume
- Proficient Project management skills as defined by PMI
- Proactive in cross functional leadership and team coordination skills
- Programming experience is required, particularly Java, .NET, and/or C
- Experience implementing and customizing monitoring tools and features in Brocade SAN products, including BNA platforms and MAPS
- Proactively manage technical issues according to the customer 's business priorities to avoid business critical situations
- Experience in successfully leading customer engagements to completion
2
Experience For Senior Support Account Manager Resume
- Solid knowledge in TCP/IP and networking protocols
- Work with Development and QA Managers to prioritize and address software issues affecting customers in a timely manner
- Experience with the following Network architecture
- Application experience in one or more of the following
- Customer focused with previous experience in Customer facing environment
- Experience in a senior client-facing role at a technology company
- Successful SAN Migrations involving consolidation of multiple SAN islands
- Motivated, goal-oriented, persistent, and a skilled negotiator
3
Experience For Lead Enterprise Support Account Manager Resume
- Advocate for prioritization of issue resolution within product release cycle
- Recommended 10+ years of Technical Support Industry experience
- Recurring status reporting: support requests, status updates, known issue reviews, upcoming projects
- Becoming familiar with the SAS environments deployed at customers benefiting from the Premium or Elite Support offering
- Planning and developing creative solutions to customer requirements using AirWatch
- Documenting and suggesting solutions and articles for “Knowledge Sharing” among the regional support departments and external customers
- Reviewing customer support requests and removing any roadblocks to getting these issues resolved
4
Experience For Developer Support Account Manager Resume
- Responding promptly to customer needs and actively engaging on all customer cases to drive urgency and impact throughout the organization
- Delivering web based training to user groups to support organizational adoption
- Coordinating with Sales channels and Support, act as the focal point for all post-sales account related activities
- Establishing regular operational reviews with customers to
- Undertaking discovery and education activities to find opportunities for AirWatch usage across organizational functions and processes
- Functioning as a frontline technical resource for “methodology” and informal customer questions
- Working knowledge of firewall, switches, and routers
- Conducting action plans to speed up the resolution of incidents encountered on SAS environments
5
Experience For Client Support Account Manager Resume
- Participating in the maintenance of deployed SAS environments in operational conditions
- Willing and able to work outside of regular hours when needed
- Working with Principal Technical Support Account Managers, provide regular updates to VPs and C-level executives on premium services accounts as required
- Maintaining current functional and technical knowledge of AirWatch service
- Aligns tightly with Sales around serving customer’s needs, fulfilling expectations set in the sales cycle, and maintaining close customer relationships
- Function in an extremely dynamic, constantly evolving business environment, maintaining an “always learning” disposition
- Environment assessment/documentation, including software and hardware release planning, upgrade planning and bug risk analysis
6
Experience For Enterprise Support Account Manager Virtualization Resume
- Facilitate the on boarding process of new accounts by leading the engagement meetings
- Manage a portfolio of customers to drive greater business value and ensuring our customer’s NetApp investment is being optimally utilised
- Work during maintenance windows with customers during non-business hours
- Look for new opportunities within existing accounts for the Sales Lead (including Professional Services)
- Conversion of legacy domain/port coded zoning to PWWN zoning
- Balance strategic planning and tactical implementation of new marketing initiatives, infrastructure and process improvements
- Assist with internal customer service support training and distributor/branch training
- The SAM Technical Analyst influences customers to adopt best-practices by regular tracking of preventative remediation actions derived from recommendations
- Able to participate/contribute to initiatives and training to develop an areas of specialization
7
Experience For Enterprise Support Account Manager Resume
- Highly engaged team player, proactively promoting innovative ideas to inspire customer loyalty and product adoption
- Provide advice and guidance as the VMWare AirWatch subject matter expert to ensure successful ongoing usage and adoption of VMWare AirWatch
- Provide advice and guidance as the VMware Workspace ONE subject matter expert to ensure successful ongoing usage and adoption of Workspace ONE and AirWatch
- Design and develop innovative solutions to customer requirements using Workspace One and AirWatch
- Act as a first point of escalation for your customer, and collaborate with Regional Escalation management team in driving complex escalations
- Quarterly/Annual Support Reviews to discuss support trends and operating efficiencies
- Review Verizon Connect Fleet support policies and guidelines with the customer, including service levels and escalation procedures
- Set up conference calls with the customer based upon their needs by location or product to track on-going activity
8
Experience For Senior Technical Support Account Manager Resume
- Assist with the training of Technical Support personnel
- Customer service oriented believing in teamwork, collaboration, flexibility and initiative
- Working in a network infrastructure/network appliance Technical Support role
- Assist Sales in Selling support
- Industry certifications in one or more of the following: MCSE, MCP, CNA, CCNA, CCNP, Unix, Lotus Notes, CISSP
- Meet with customer regularly (as per agreement) to report support status and provide technical/business advice, acting as the customer's trusted advisor
- Learning & Self-development programs
9
Experience For Support Account Manager, Partnerships Japan Resume
- Develop depth in all SM products being adopted by the named accounts
- Create long-term, trusting relationships with our Premium customers, of which many are International companies located worldwide
- Work closely together with the rest of the Premium Support team consisting of 3 other SAM’s, a Team Leader and 15 Support Specialists
- Assist and align with local Exact subsidiaries in supporting your International Premium customers, to ensure optimal customer satisfaction
- Understand, implement, and maintain all features of Mission Critical Support offering on behalf of said customer(s)
- Willingness to travel periodically based on customer and business need (between 20-30%) including International
10
Experience For SAS Technical Support Account Manager Resume
- Full understanding of the OSI Model
- Work with Tech Services, Product Mgmt and Design Engineering to provide alternate part for obsolete items
- Identify opportunities to improve and enhance technical analysis and representation of customer recommendations
- Work hour requirements dependent on customer time zone alignment
- Understand technical risks and supportability parameters
- Able to influence and drive actions with customers (influence, negotiate), able to independently prepare and deliver SAM Service Review Meetings under the guidance of the lead SAM
List of Typical Skills For a Support Account Manager Resume
1
Skills For Technical Support Account Manager Resume
- Experience managing a customer support team, including hiring, training, establishing goals and assessing performance
- Experience with database programming performing simple queries, writing scripts, and generating reports
- Experience in working and motivating individuals in an international environment
- Experience of in working and motivating individuals in an international environment
- Experience of working and motivating individuals in an international environment
- Provide awareness to Support on technical issues impacting business critical situations according to the customer’s business priorities
- Experience with one of more of the following Operating Systems: Microsoft Windows NT4, win9x, Win2k, XP, Linux, Unix – HP UX, AIX, Solaris
- Experience with Capacity Planning / Capacity Management Services
2
Skills For Senior Support Account Manager Resume
- Assist Project Manager in areas such as data validation and system setup during implementations
- Increase customer retention and adoption rates by conducting regular partnership calls to assess user experience and level of satisfaction, or lack thereof
- Network experience with the following protocols
- Display a strong sense of urgency and customer focus
- High business acumen and strong business presence
- Direct experience with TELOGIS product and solutions or SaaS offerings
- O Direct experience with VC product and solutions or SaaS offerings
3
Skills For Lead Enterprise Support Account Manager Resume
- Direct experience with product and solutions or SaaS offerings
- Strong knowledge of the Intel Security product line
- Business Development experience – either as contributor or Manager
- Travel to customer sites to review their support experience, discuss other security topics on their mind and assist with technical questions
- Experience in relationship/customer management in a technical environment with named or dedicated Accounts
4
Skills For Developer Support Account Manager Resume
- Multitask and prioritize job requirements with minimal supervision
- 2 yrs experience in support or technical account management
- 2 yrs experience in security industry
- Professional services experience, with specific focus in IT
- Management and business development experience in relevant areas of expertise required
- Experience with Service Level Management
- Provide clear and constructive feedback to VMware support and program management teams based on customer experience and requirements
5
Skills For Client Support Account Manager Resume
- Being part of a dynamic and growing team, trying to improve every day
- Supporting software quality assurance activities including testing and documentation of product issues; and
- Working knowledge in Data Warehousing, Business Intelligence or Analytics
- Managing and troubleshooting customer software issues
- Conducting customer calls to review support requests and emerging support issues to help your customer avoid issues
- Working knowledge of one or more SAS applications and/or SAS Solutions
- Providing post-launch technical support to customers for mobile application and console implementations
6
Skills For Enterprise Support Account Manager Virtualization Resume
- Supporting server installations of MDM console
- Driving Escalations within TAC for customer
- Updating daily CCP Update Dashboard
- Managing customer cases and support partner queries
- Develop training program including remote training, onsite training, documentation and implementation support
- Be available 24x7 for critical customer situationsMust be adept at communicating, presenting to and influencing executive level staff
- Responsible for tracking, reporting and driving action on open SRs as required
- RMA's, tracking, driving RMA results, reporting RMA results
- Track and provide metrics to the management team using customer support ticketing software
7
Skills For Enterprise Support Account Manager Resume
- Along with business subject matter experts, train users on software functionality during implementation and ongoing as needed
- Promote regular and consistent communications between your organization and VMware internal groups, including support, engineering and management
- Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to assist resolving customer issues
- Help to document best practices in developing and using VMWare AirWatch
- Help to document best practices in developing and using Workspace ONE and AirWatch
8
Skills For Senior Technical Support Account Manager Resume
- Support daily partner operations (reporting, invoicing, preparation for campaign, etc.)
- Basic Knowledge of one or more operating systems (Windows, Linux)
- Judiciously leverage TELOGIS resources (PM, Professional Services, Engineering) to balance customer and TELOGIS needs
- Judiciously leverage resources (PM, Professional Services, Engineering) to balance customer needs
- Review in Weekly Executive Meeting
9
Skills For Support Account Manager, Partnerships Japan Resume
- Be the point person to drive high impacting issues within Support and Development
- Knowledge of Firewall, VPN, TCP/IP networking protocols
- Expertise with implementing SF.com workflows for support/CS use. Key KPI’s, automation to tie to external support web site
- Alert BMC personnel of major upgrades or implementations and to be on-call during that timeframe
- Set up conference calls with the customer to track on-going activity
10
Skills For SAS Technical Support Account Manager Resume
- Provide agreed on support levels using resources available to a global support organization
- Proactive customer notification of training opportunities, product alerts, new KB articles and bug updates
- Take ownership of the activities around the assigned Premium Support customers, and assist with selling Premium Support to new customers
- Work with our international teams to share and gain knowledge, keeping our own knowledge systems updated
- Document and communicate environment knowledge to VMware technical staff to expedite troubleshooting efforts
- Coordinate multivendor troubleshooting efforts
- Escalate issues in a timely manner according to the procedures
List of Typical Responsibilities For a Support Account Manager Resume
1
Responsibilities For Technical Support Account Manager Resume
- Serves as the enterprise customer’s primary point of contact for escalations on support issues and ensures issues are addressed within established service levels
- Strong organizational skills with an ability to manage competing customer’s needs
- Strong technical background, with previous experience in delivery of Enterprise class Commvault solutions
- O Proactively manage technical issues according to the customer 's business priorities to avoid business critical situations
- Educate and promote best practices for leveraging PTC Technical Support based on assigned customer’s unique experiences and challenges
2
Responsibilities For Senior Support Account Manager Resume
- Demonstrate analysis and problem-solving expertise
- Improve customer experience and customer satisfaction by helping them achieve their stated business outcomes
- Strong theoretical knowledge across a broad spectrum of Information Technology
- Foster strong relationships between McAfee teams and the enterprise customer via regular onsite visits (2 per customer per year)
- Align support activities with the Sales Account Manager and Project Manager assigned to your accounts to ensure an optimal customer experience
- Experience with PTC Applications (like Windchill® or Pro/ENGINEER Wildfire®) and/or in the usage of other PDM/PLM and CAD Systems
- Being the privileged contact of these Premium and Elite customers for all their technical challenges
3
Responsibilities For Lead Enterprise Support Account Manager Resume
- Helping to document recognised methodologies in developing and using AirWatch
- Aligns tightly with Sales around serving customers’ needs, fulfilling expectations set in the sales cycle, and maintaining close customer relationships
- Coordinate with marketing and branding efforts to assure consistency and clarity around how we interact with customers
- Leverage and involve any or all resources as required according to the severity of the customer’s issues
- Track record of successfully managing complex IT projects. PMI certifications desirable
4
Responsibilities For Developer Support Account Manager Resume
- Ensure that all recommended Best Practices are adhered to for maximizing product optimization and uptime
- Work closely and collaboratively with resources across the VMware organization including Account Teams, Sales and Solution Engineers
- Setup and manage the quarterly/annual operational reviews with the customer to discuss support trends and operating efficiencies
- Are passionate about providing the highest level of service to our customers
- Able to meet deadlines, organize your own planning and like to be proactive
5
Responsibilities For Client Support Account Manager Resume
- Are comfortable in interacting with all levels of management
- Act as primary point of contact for VMware’s most strategic and critical customers to ensure excellence in service delivery
- Develop, prepare, and nurture customers for advocacy, and acts as the customer advocate within Autodesk; facilitates meetings with key stakeholders to progress customer issues
- Establish clear and open lines of communication with our Enterprise customers and implement an
- It is the primary responsibility of the Lead ESAM to manage the coordinated delivery of support for portfolio of large and complex enterprise level accounts
- Acts as the customer’s advocate and single point of contact within Citrix, leveraging peers in support, engineering, consulting and education to address customer issues
- Large consulting and/or Big Four experience designing/implementing enterprise-wide technology solutions, cloud services, providing business transformation consulting services including strategic planning, business process re-engineering, defining/developing KPI’s and performance scorecards
- Experience in a related function is required. Direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, and/or start-up companies
6
Responsibilities For Enterprise Support Account Manager Virtualization Resume
- Willingness to travel periodically based on customer and business need (approximately 20%)
- Build a solid relationship with customers through regular on site visits and gain an insight into their visions and the suitability of Intel Security’s products in that framework
- Supports company’s selected Enterprise Support customer base and provides technical assistance post sales
- Develops and executes the delivery of Success Plans, KPI’s and Performance Scorecards for key customers
- It is the primary responsibility of the ESAM to manage the coordinated delivery of support for Citrix’s small, medium and large enterprise accounts
- Experience designing/implementing enterprise-wide technology solutions, providing business transformation consulting services including strategic planning, business process re-engineering, defining/developing KPI’s and performance scorecards
- Operate as the first point of contact for all major customer support issues, prioritising resources and liaising with other support resources both locally and internationally
- Lead and actively manage customer expectations in relation to support work taking place and planned work
- Apply resources available in accordance with the support contract requirements
7
Responsibilities For Enterprise Support Account Manager Resume
- Serve as the customer’s advocate within the company
- Review all support documentation provided to the customer for technical accuracy, consistency, and coverage in accordance with contractual requirements
- Reviews product documentation for technical accuracy, consistency, and user’s point of view. Might review education courses. Keeps technical documentation and training staff informed of customer needs and feedback for changes and enhancements to documentation
- WAN technologies and TCP/IP networking
- Deliver world class services with high impact results.
- Hardware platforms (HP, HDS, EMC, IBM, Dell, etc.)
- Business continuity, disaster recovery and design methodology
- Backup and Storage Management products (Commvault, Symantec, EMC, IBM)
8
Responsibilities For Senior Technical Support Account Manager Resume
- Engaging with customer support as a customer advocate to ensure speedy resolution of customer issues and with product management as the customer advocate on product roadmap discussions
- Experience in managing a team of direct reports
- Direct customer advocacy and engagement experience in a post-sales or professional services function
- Demonstrable success in thinking strategically, executing tactically while providing consistent levels of customer happiness and retention in a rapidly changing environment
- Fluent in French at a Business/Technical level
- Proficient in Salesforce and Microsoft Office Suite (Outlook, Excel, Word and Power Point)
- Fluent in English at a Business/Technical level
9
Responsibilities For Support Account Manager, Partnerships Japan Resume
- Maintain current functional and technical knowledge of VMWare AirWatch service
- Willingness to travel periodically based on customer and business need (approximately 35%)
- Undertake discovery and education activities to identify opportunities for Workspace ONE and AirWatch usage across organizational functions and processes
- Maintain current functional and technical knowledge of Workspace ONE and AirWatch service
- Willingness to travel periodically based on customer and business need (approximately 15%)
10
Responsibilities For SAS Technical Support Account Manager Resume
- Manage customers’ technical support requests to ensure efficient resolution of issues by collaborating with Technical Support Engineers, Development and Support Management
- Principally responsible for the customer’s satisfaction with our support offerings with an emphasis on issue resolution and continued product usage
- Serve as an advocate on behalf of customers for issues requiring code fixes, patches or feature requests. Follow all documented processes to ensure visibility of the customer’s issue or request within the organization
- Maintain efficient and effective communication between customers and the Technical Support Engineers. Responsible for all proactive communications regarding product and program information, supportability issues, and strategic product plans
- Performs onsite Protection Analysis for the customer and makes recommendations as to improvements for efficiency and supportability
- Provide Enterprise Support customers with monthly/quarterly Executive Summaries and host a conference call for the customer and McAfee virtual team to discuss past or current support issues
- Ensure compliance with Service Level Agreements as contractually documented for Enterprise. These SLA’s include, but are not limited to, customer status updates, issue escalation and the responsiveness of Technical Support Engineers
- Maintains a working knowledge of McAfee’s currently supported products and technologies, their integration and methods of support delivery, product support lifecycles, and product security risks and remediation
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