Technical Account Manager

GOALS and OBJECTIVES: The Technical Account Manager is a service handler. This role oversees the process of service delivery, ensures that every required document is completed and confirmed by all parties, and oversees service delivery. The TAM communicates with the customer on a regular basis in several ways. This role ensures that PSA & DRU are provided to the highest standard. The TAM should address escalations, release information, and anything needed by the customer based on the technical side of the contract. The TAM is part of the service delivery team (L1/L2) responsible for the overall satisfaction of customers using PSA and/or DRU and accompanies the customer through the entire duration of their PSA/DRU purchase.

DUTIES and RESPONSIBILITIES:
The main roles of the TAM within the DRU service are as follows:
1. Introduce the service to the customer and ensure that the customer’s expectations match the scope of the service
2. Ensure that the customer understands where exactly in the DRU license lifecycle they currently are. The customer should always be informed by the TAM what the next service delivery steps are, what documentation is waiting for the customer’s action, what kind of reports will be sent to the customer, and how often.
3. Educate customers about directing technical queries regarding malfunctions of ESET Inspect / ESET PROTECT towards ESET Technical Support so that L1/L2 DRU delivery resources are not contacted in such cases. The TAM should be available to customers to help them with the creation of technical support cases.
4. Ensure that customers are satisfied with the service at all times. In case of unresolved technical support cases or unresolved detections/incidents that were reported by/on behalf of the customer, the TAM will regularly update the customer with progress on those issues.

Initial phase: After a customer orders DRU service with an assigned TAM, the TAM is responsible for organizing an introduction call with the customer.

Deployment phase: The TAM is obliged to obtain a correctly completed EDUS Assessment Form from the customer or assist them with filling it in, in the event of additional questions about the form. After obtaining the correctly completed D&U Assessment Form, the TAM is responsible for delivering it to the L1/L2 Deployment team.
Optimization phase: The TAM ensures that the transition of the customer’s environment from the Deployment phase to the Optimization phase is swift and smooth and that ESET Inspect console access was correctly granted to the appropriate staff.

Monitoring phase: The TAM will organize monthly calls with the customer. In these calls, the TAM shall cover the following points with the customer: 1.) Satisfaction with (and reservations about) the DRU monitoring phase. 2.) Customer questions regarding the DRU service. 3.) Non-urgent open topics from the L1/L2 Monitoring team towards the customer. 4.) Urgent open topics from the L1/L2 Monitoring team towards the customer.

The TAM should continuously track whether Threat Hunting was performed in the customer’s environment at least 4 times a year. The TAM’s role is to ensure that the L1/L2 Monitoring team executes Threat Hunting at the frequency described in DRU documentation.

The TAM should continuously ensure that the customer responds to the requirements of the L1/L2 Deployment & Upgrade team when an environment Upgrade is requested.

The main roles of the TAM within the PSA service are as follows:
Deployment and upgrade: 1.) The TAM contacts the customer and assists with filling in the assessment form. 2.) The TAM plans, deployment dates in collaboration with L1 and L2 Service fulfillment personnel. 3.) The TAM checks the acceptance protocol to confirm whether conditional acceptance has been selected. 4.) The TAM oversees the delivery process and is responsible for fulfilling all steps in the process, such as sharing the required documents with the customer and HQ 5.) The TAM coordinates requested changes to the service or products, if applicable.

HealthCheck: 1.) The TAM will contact the customer and fill in the assessment form during the consultation. 2.) The TAM will contact the customer and guide them through the Suggestions & Recommendations document, checking whether the delivered service was in line with their expectations and requirements. 3.) The TAM oversees the delivery process and is responsible for fulfilling all steps in the process, such as sharing the required documents with the customer and HQ.

Premium Support: 1.) The TAM should have a report about customer cases for every PSA customer and inform them about the progress of specific cases, estimated solution time, etc. 2.) The TAM maintains a communication channel (email, phone or a meeting) with the customer. The TAM might request L2 assistance during such communication. The frequency of the call can be modified according to the needs of the customer.

Proactive Information Services: Proactive information services (PIS) is a process and service delivered by the TAM and is composed mainly of the following actions: communicate proactively about planned outages of ESET infrastructure, information about EOL, information about roadmaps, releases of products that the customer uses.

KEY TECHNICAL SKILLS, KNOWLEDGE and QUALIFICATIONS:

• In-depth knowledge of ESET business product line
• In-depth knowledge of ESET services portfolio and service specifications
• Strong written and verbal communication skills
• Experience working with clients of different industry types
• Anticipates the unique needs of a customer by evaluating their definition of success with ESET products
• Account management or customer success experience with VIP clients
• Regularly checks and understands ESET’s product roadmap
• Customer-centric
• Strong knowledge of ESET Services team workflows and processes
• Technical problem solving skills
• 3 years of experience

KEY SUCCESS FACTORS:

• Ability to drive communication between the customer, ESET Sales and ESET Services/Support
• Ability to develop rapport with Services customers
• Ability to remain up-to-date on ESET product and service line developments
• Ability to advise customers as needed and respond to unique requests
• Ability to document customer states using ESET CRM systems so that all parties can quickly assess customer health

PERFORMANCE MEASURES:

• Health and growth of assigned customer accounts
• Accuracy, clarity and timeliness of communications
• Robustness of internal/cross-organizational communications
• Number of accounts managed
• Number of upsell/cross-sell opportunities converted
• Customer feedback

CAREER PATHWAYS:
This role, if executed well, should be qualified to explore further opportunities in the Sales and Services organizations.