Customer Success Account Manager Kaspersky

4.0 - 8.0 years

0 Lacs

delhi

On-site

As a Customer Success Account Manager at Kaspersky, you will be responsible for ensuring the satisfaction of MSA premium support customers by providing technical support and maintaining good relationships with assigned accounts. Your primary focus will be on resolving technical issues related to Kaspersky software, ensuring effective product usage in enterprise environments, and managing any escalations that may arise. Additionally, you will act as the technical support representative in your home country, taking ownership of support-related issues and coordinating resources for resolution. Your role will require a high level of technical expertise and problem-solving skills to address complex issues and provide professional services to enterprise customers. You will collaborate with cross-functional teams to resolve challenging technical issues, manage crisis responses, and contribute to incident prevention efforts. Your decisions and actions will directly impact customer satisfaction, Kaspersky's brand reputation, and the renewal of software and premium support contracts. Key Responsibilities: - Provide technical support to customers under MSA support contracts - Build and maintain strong relationships with assigned MSA accounts - Ensure customer satisfaction with Kaspersky support and products - Drive the renewal of MSA contracts and growth of new MSA customers - Continuously improve technical skills and pursue Kaspersky certifications - Analyze system issues and recommend optimal configurations for Kaspersky products - Resolve technical support issues and escalate when necessary - Communicate progress to stakeholders regularly - Deliver Kaspersky Professional Services to B2B clients - Contribute to the enrichment of the Knowledge Base - Act as the technical support representative in your home country In this role, you will also be expected to: - Act as a business partner and drive customer satisfaction, retention, and growth - Develop and execute account success plans - Support expansion opportunities in collaboration with Sales and channel partners - Engage with customers at the executive level Required Skills: - Advanced technical skills in Microsoft OS, Linux OS, Enterprise Networking Technologies, and Virtualization environments - Ability to troubleshoot and analyze logs, traces, and dump files - Strong English verbal and written communication skills - Interpersonal and negotiation skills - Positive attitude, analytical troubleshooting skills, and sound decision-making abilities - Time management, organization, and prioritization skills Qualifications: - Degree in Information Technology, Computer Science, or equivalent - 7+ years of experience in the IT industry and 4+ years in IT security - Technical certifications in Microsoft OS, CCNA, VMware EXSi, and Linux - Willingness to obtain Kaspersky Internal core certifications within 3 months of onboarding Recruitment Process: 1) CV Screening 2) Introductory call with Recruiter 3) Interview with team members 4) Final interview with Team Lead 5) Offer Stage Join Kaspersky's exceptional team and use your skills to contribute to our continuous growth and evolution while protecting the world from cyber threats.,

Posted 2 weeks ago

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