Job Description: The FireEye mission is to relentlessly protect our customers with innovative technology and expertise learned on the frontlines of cyber attacks. As a leading trusted advisor, the FireEye Customer Success team proactively partners with our customers to realize our mission. The Customer Success team helps to accelerate the development of innovative and effective security solutions designed to protect customers most valuable assets with our engineering, intelligence, services and consulting teams unified under a single banner. This tightly coordinated collaboration brings unmatched insights from the frontlines directly into customer defenses. FireEye is looking for a highly motivated individual to join the Customer Support team. The Manager will be responsible for managing our Critical Account escalations for all customers and partners, as well as cross-functional internal teams such as Sales, Engineering, Product Management and Customer Service. This highly visible role is responsible for enabling customer success, controlling critical customer and stakeholder interaction, ownership of resolution plans alongside being the customer advocate with commitment to problem resolution beyond normal business hours. This leadership role is directly tied to the success of the FireEye Customer Service Organization, as it sits squarely between the front lines and our strategic leadership. Top candidates have an appetite for everything in cyber security tech domain and an understanding of advanced persistent threats. The role has wide discretion to act in the best interest of their customers and partners, including direct client interaction and orchestrating activities from peer groups, professional services, sales, or the engineering organizations. Job Responsibilities: Customer Satisfaction: Customer Support is a strategic differentiator within FireEye, helping drive customer loyalty, reference ability and repeat business. Measured ability to ensure industry leading customer satisfaction Management: Regional primary interface for critical escalations that require coordination across time zones and geographies. Manage highly visible, global and strategic, customer escalations with clear verbal and written communication with appropriate cadence of regular updates aligned to agreed expectations driving to a timely resolution. Conduct on-site visits as needed for major accounts or critical situations where onsite customer relationship management will help in the resolution process Advanced Security Expertise: Develop and extend comprehensive domain expertise with particular emphasis on the FireEye Product Portfolio Establish Goals & Objectives: Set team goals in-line with overall organizational goals, defining specific goals and individual development plans. Coordinate activities of senior leaders to drive alignment and attainment of escalation goals Collaborates with peers on improving worldwide support process and procedures and provides input to other departments on applications that affect support delivery Performance Management: Ensure that support managers, team leads and engineers have the resources, cross-functional relationships and processes necessary to ensure success and sustained performance specific to escalation management. Mature and experienced guidance and direction to the team to deliver on organizational goals and objectives and maximize engineer opportunity to exceed targets and earn rewards and recognition Establish Goals & Objectives: Work with the management team to set team goals in-line with overall organizational goals, defining specific goals and individual development plans. Collaborates with peers on improving worldwide support process and procedures and provides input to other departments on applications that affect support delivery. Proven success building strong relationships with all levels of an organization combined with the ability to execute at both the strategic and operational level, able to roll up his/her sleeves to drive activities Strategic Planning and Collaboration: Strategic engagement within the business in region, including working with sales and partners. Strong collaboration and alignment with Global Customer Service Operations to bring consistent process across worldwide teams. Cross-Functional alignment with FireEye as a Service, Engineering, Product Management, Sales, into our Support Management Delivery Team Job Requirements: Bachelor and/or post graduate qualifications in Computer Science and/or IT Management or equivalent experience, plus 10+ years professional IT experience Experience in an Enterprise Customer Support Organization in a leadership capacity with 24/7/365 follow-the-sun service delivery operations Technical and/or Network Security relevant knowledge and experience in one of the following areas: security operations, network security, technical support, incident detection/response, malware analysis, threat response Excellent written/verbal communication and presentation skills; including the ability to clearly articulate technical issues to both technical and non-technical audiences, and also explain impact in business terms. Experience in managing vendor support services A willingness to be challenged and learn with an appetite for excellence Ability to be flexible in the approach of support service delivery To be able to prioritize tasks and delegate appropriately To be able to provide technical problem-solving leadership to staff Demonstrated experience influencing people across functional boundaries and effectiveness working with global or international operations Excellent proven customer service skills including Strong negotiation and conflict management skills in service delivery Strong analytical and end-to-end problem solving skills Ability to multi-task and prioritize with a strong sense of urgency and getting to closure on behalf of the customer Willingness and ability to travel (occasionally and at short notice) Ability to drive escalations through processes and spot process gaps and document / update processes Job Details: Company: FireEye Vacancy Type: Full Time Job Location: Salt lake City, UT, US Application Deadline: N/A Apply Here getyourvacancy.com
Latest Jobs 2025 | Get Your Vacancy