Customer Success Account Manager

About the job

Kaspersky has been protecting individuals and corporate clients all over the world from cyber threats for 27 years.

We have 400 million unique users, 270.000 corporate clients, 517 products, 1.100 technological patents and 34 offices around the world.

Today our team has more than 5.500 top level experts, all of them regular people with their own talents and hobbies. Together we protect the world from cyber threats.

Join us to become part of an exceptional team, while remaining yourself and using your skills to keep us growing and evolving.

Customer Success Account Manager

The CSAM is an IT security professional who works independently to resolve technical issues with Kaspersky software using troubleshooting and problem solving skill sets. CSAM are highly technical and play an instrumental role in serving our enterprise customers, while working with cross-functional teams in the escalation and resolution of challenging issues. CSAMs regularly deep dive into technical issues, manage crisis-response, provide Professional Services and lead incident prevention and/or resolution efforts. The CSAM makes decisions that directly affects the customer’s business and in turn, reflects on the Kaspersky brand reputation, as well as, the customer’s decision on renewing the software and premium support contract.

Job Responsibilities:

• Provide technical support to customers under MSA support contract, and/or standard support;
• Build, maintain good working relationship with assigned MSA accounts, and ensure their satisfaction with Kaspersky support and products;
• Accountable for the renewal of MSA contracts and growth of new MSA customers together with sales team;
• Take initiative on technical skills, self-learning and development towards obtaining Kaspersky Certifications;
• Apply system analysis techniques and procedures and consult with end users to diagnose product and system issues, and determine appropriate system configurations and specifications to optimize usage of Kaspersky products;
• Resolve, manage, escalate, and drive satisfactory resolution of customers’ technical support issues based on Kaspersky products and technologies;
• Communicate progress on a regular basis to stakeholders in the customer/partner organizations for normal and escalated technical issues;
• Understand customer business requirements so as to recommend improved software settings/tasks/policies, or hardware upgrades for effective operation of Kaspersky applications;
• Comply with the technical support workflow/processes as prescribed by HQ;
• Proactively contribute to the enrichment of our Knowledge Base;
• Deliver Kaspersky Professional Services for Kaspersky Solutions to B2B clients (this includes but not limited to implementation, training, configuration, migration, health checks, project management);
• Deliver consultative-based knowledge transfer and documentation to Kaspersky’s clients;
• Monthly reporting to MSA Client and management;
• Be the technical support representative in the home country, taking ownership for customer/partner support escalations, and drive issue resolution using established processes and procedures in a timely manner.

This role requires a blend of technical expertise and business acumen, with key focus areas including:

• Acting as a business partner, not just a technical contact
• Driving customer satisfaction, retention, and growth
• Building and executing account success plans
• Supporting expansion opportunities in collaboration with Sales and channel partners
• Leading executive-level engagement with customers

Required Communication Skills:

• English verbal communication skills at the professional level;
• Written English communication skills at the professional level;
• Ability to engage effectively with clients at the senior technical and middle management levels;
• Strong interpersonal and negotiation skills;

Required Technical Skills:

Advanced:

• Microsoft OS (Server 2019+ and Windows 10+), MS Certified is an advantage;
• Linux OS (Ubuntu, CentOS);
• Enterprise Networking Technologies (eg. TCP/IP, DNS, Firewall, Active Directory);
• Virtualization environments (VMware EXSi, Hyper-V);
• Troubleshooting skills including the ability to analyse logs, traces, and dump files (Wireshark, Windows Logs, Windows Performance);

Intermediate:

• MS SQL and MS Exchange;
• Web and Messaging Systems;

Optional:

• Kaspersky product certifications;
• CompTIA CASP+.

Education / Technical Certifications:

• Completed degree (BS) in Information Technology, Computer Science or equivalent;
• 7+ years of experience in IT industry; 4+ years of experience in IT security;
• MCP or equivalent : Windows Server 2019+ and Windows 10+;
• CCNA beneficial;
• VMware EXSi;
• Linux;

* candidate will be required to pass Kaspersky Internal core certifications within 3 months after on-boarding.

Other Required Skills:

• Positive attitude in taking on ownership for issue resolution, root cause analysis, and remediation;
• Analytical Troubleshooting Skills;
• Ability to articulate issues clearly, communicate next steps with confidence;
• Sound decision making and critical thinking skills;
• Good time management, organization and prioritization skills.

Recruitment Process:

1) CV Screening

2) Introductory call with Recruiter

3) Interview with team members

4) Final interview with Team Lead

5) Offer Stage