The Manager, Enterprise Support directly supervises a team of Support Account Managers (SAMs) that delivers a quality customer experience for Intel Security Enterprise (Premium) clients. The manager is responsible for delivering operational results (client outcomes, case management and customer satisfaction) to ensure goals are met and aligned to Intel Security objectives.
Delivering Client Outcomes:
Partner with Sales/Product Specialist Managers to resolve client issues quickly.
Be seen as a leader around client engagement and escalation management.
Skills to deal with shifting expectations/priorities with large Enterprise customers
Create a culture of Client Outcomes versus simple call and case management.
Leadership of a team:
Grow future leaders for Intel
Improve overall customer relations skills that drive client satisfaction.
Display and act with a sense of urgency and work under tight time frames.
Act as a partner with peers to ensure one operational model across teams.
Clear communicator who is effective in both written and verbal client deliverables
Strong attention to detail and interpersonal skills
Team building, conflict management coaching, mentoring, etc.
Proven ability to make critical decisions and use sound judgment.
Required Experience/Skills & Education:
Solid understanding of enterprise security challenges
Advanced written and verbal communication skills
Accredited college level degree or demonstrated equivalent experience
Strong Microsoft Office skills
Ability to obtain and maintain a government security clearance may be required
Five years' experience supporting Federal Government customers
Five years' experience managing Support operations
Passion for creating superior customer outcomes while creating a stimulating work environment
Proven ability to manage the quality of service delivery in a high growth environment
Demonstrated analytical skills.
Skilled at managing a dynamic and diverse team and products.
Strong personal leadership and management skills with a collaborative style to participate at the strategic and tactical level of the company
A little about us:
Our vision is simple and direct. If it computes, it does it best with Intel. We embrace all aspects of computing.